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.
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 Relationship Process Library
and documents to support the relationship 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
of Resources for ISO 20000 Service Delivery
This is an
entire library of resources and materials to support the service delivery
process, including SLA templates, policies and presentations. The following
items are included (see samples at the end):
- Availability Management Process flow (PDF) a single
page overview on the entire process.
- Availability Process Manager overview guide to the
actual role and responsibilities for the process owner.
- Availability Management System Outage Analysis template
this template helps you to structure your approach towards the review of
- Availability Management Component Failure Impact Analysis
template this guide is an approach to studying the various components
that are used to provide an IT Service. Such a study helps to tailor
specific hardware redundancy/protection systems.
- Service Continuity Management PowerPoint presentation
covering all aspects of this critical process, this 50+ slide show can be
used as a discussion document, education workshop or even cut down for an
- Service Continuity Reciprocal agreement template widely
under utilized the reciprocal agreement establishes relationships between
closely related, but not competitive organizations.
- Service Continuity Process Manager overview guide to
the role and responsibilities for the Service Continuity Manager
- Service Continuity Emergency Response template during
times of disaster there is little value in overly complex plans, which take
time to read and implement. Use this template as your first action
document for when an Emergency strikes.
- Service Continuity Management Business Impact Analysis
all too often the IT Professionals make the decisions about which IT
Services should be recovered and in what order following a major
outage/disaster. This document remedies that situation by allowing the
business representative (customer) to have input into deciding which are the
services that should be focused on as a priority.
- Service Continuity Vital Records Plan simply by
providing this template we are encouraging you to think about the physical
records that you must protect. In an age where we rely more and more on
electronic media, there is still a requirement for hard copy documents. This
template forces us to consider how and where we should treat critical
- Service Continuity Salvage Plan although a simple
template this document helps you to analyze who will do what and when during
times of disaster. Quite often it is the simplest documents that provide the
- Service Level Management Service Catalog this powerful
template can be used to comply to the standards requirement to document the
services provided in language that can be understood and shared with
customers or potential customers.
- Service Level Management Operational Level Agreement
the OLA is an agreement between the IT Service Provider and internal
suppliers. For example, the network department can have an OLA with the
Service Provider regarding provision of network services for all services
provided to customers.
- Service Level Management Underpinning Contract template
the UC is an agreement between the Service Provider and external/third
parties. For example, the provision of desktop support services may be
outsourced, so the Service Provider creates a UC. This way the external
supplier is linked in and is aware of the importance of their role in
supporting the Service Level Agreements.
- Service Level Management Service Level Agreement (Customer,
Service, Multi-Level) perhaps the most widely known element of this
process area is the
. However, what may not be so commonly understood is the focus that an
can have. The ISO 20000 toolkit provides you with three templates each
of which has a differing area of attention.
- Service Level Management Process Manager overview this
is a must have for the toolkit. The Service Level Management process owner
is crucial to the overall cohesion amongst all processes in the standard.
- Budgeting and Accounting Process Manager overview
another useful quick check list on the process owner roles and
- Budgeting and Accounting Charging Policies while it is
fully accepted that Charging is not part of the ISO 20000 standard, the
toolkit development team recognize that many organizations do charge for IT
Service Provision. So this set of guidelines will give the reader insights
into the area.
- Budgeting and Accounting Budget Guidelines an excellent
summary into the often complex issues surrounding the proper creation and
management of an IT budget.
- Budgeting and Accounting Process Accounting Policies
just a short overview into Activity based costing and the calculation of IT
- Budgeting and Accounting Cost Model Template an
excellent starting point for you to define and
apportion the costs of IT Service Provision across multiple
- Capacity Management Process Manager overview the
Capacity Manager holds a unique role as they must have awareness at the
three levels of Capacity Management Business, Service and Resource.\
- Capacity Management Process PowerPoint presentation
this presentation introduces the three sub-processes of Capacity Management
and the 7 activities. It can be used to educate, build awareness or even as
an executive summary during a business case presentation.
- Information Security Management Incident process flow
Security incidents need to be treated differently to standard end-user
reported incidents. This flow chart shows the positioning of the primary
areas of Detection, Reduction, Repression, Correction and Evaluation.
- Information Security Service Security requirement a key
component of understanding security requirements is gathering information
from customers and other sources. This excellent template gives you the
basis for defining specific requirements for each service from the
organization, procedural, technical and physical aspects.
- Information Security Incident Ticket template a guide
on what data to gather on potential security matters as they arise.
- Information Security Audit template the security audit
is not to be taken lightly and it is a key component for ISO accreditation.
This template gives you the baseline for beginning the implementation and
on-going management of security audits in your organization.
- Information Security Process owner this all important
role must not only be considering the potential threats and impacts of
security on the organizations most valuable (non-people) asset, but they
also have to establish policy and educate end users and IT staff on all
security related matters.
The following are
just a handful of extracts from this outstanding collection:
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