Parts of ISO 20000
PDF copy of each
part of the standard itself
Service Delivery Library
comprehensive series of documents and templates to support the service
delivery process, including SLA templates.
The Relationship Process Library
and documents to support the relationship process
Resolution Process Library
series of documents and templates to support the service delivery process
Control Process Library
comprehensive series of documents and templates to support the control process
The Release Process Library
comprehensive series of documents and templates to support the release process
20000 Process Sheets
ISO 20000 processes distilled into a series of easy to use graphical reference
ISO 20000 Training
PowerPoint introduction for executive management.
20000 Compliance Assessment Kit
Excel based kit
to measure assessment against ITSM processes.
ISO 20000 Strategy Template
template document detailing the case for ISO 20000 from a strategic
Sample Outsourcing Agreement and Various Bonus Items
A range of
additional support materials.
entire toolkit can be
purchased online and downloaded straight to your PC. Simply visit our
20000 Purchase Page
ISO 20000 Resolution Process Library
a library of items and materials to support the resolution process. The following
items are included (see samples at the end):
- Incident Management Category definition – you will not be
left wondering about the information that needs to be considered when
incidents flow into the Service Provider. This template gives you the topics
that need to be considered. Useful if building your own incident management
system or evaluating third parties.
- Incident Management Incident ticket template – provides
you with a wealth of considerations regarding the inclusions for your actual
incident ticket. This template proves the value in having experienced IT
Service Managers prepare this toolkit for you.
- Incident Management Process Manager – a concise
description of the role and responsibilities for the person that will be
assigned to manage this process.
- Problem Management Problem Ticket template – a situation
where we do not know what is causing an issue is called a Problem. We need
to gather information about the problem to help in its analysis and
diagnosis. This template gives you the basis for that data gathering
- Problem Management Known Error Ticket template – once the
cause of a problem is discovered we have a “known error”. This template
helps us make the transition from Problem to Known error, where we can start
to actually deal with the cause.
- Problem Management Process Manager – the Problem Manager
has a very close relationship with the Incident Manager. However, it is wise
to be able to separate the two roles. Use this list to highlight the
differences between Problem and Incident Manager.
- Problem Management Known Error Category Definition – this
valuable list of codes allows you to understand the many different symptoms,
causes and resolutions that can be associated in the resolution of
The following are
just a handful of extracts from this outstanding collection:
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