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This toolkit is compatible with Office 2016, 2013 and 2010. If you use one of these Office versions on a Mac, or are using an older version of Office, please contact us.
Maximize the benefits of implementing IT service management with a trouble-free, rapid deployment. With this AXELOS®-licensed toolkit, you will have all the direction and tools at hand to streamline your project and implement best practice with ease.
Designed and developed by ITIL and ISO 20000 service management experts Shirley Lacy and Erin Casteel, this toolkit provides all the policies, procedures and tools to enable organizations to assess their current levels of service management and implement processes to deliver better quality services, while meeting regulatory and legal requirements.
ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.
A fast and cost-effective route to compliance without the added expense of consultancy.
Aligned to the clauses and controls of ISO 20000 to ensure complete coverage of the Standard.
Record actions and measure improvements for certification and audits.
Our toolkit is the most comprehensive and up-to-date IT service management toolkit available.
The toolkit manual guides you through each section of the Standard and links directly to the corresponding documents in the toolkit.
Work from AXELOS-accredited documentation that will improve your processes and procedures.
Shirley Lacy has extensive experience helping organizations implement service management using a rapid deployment approach while minimizing organizational delays and cost. This often leads to ISO/IEC 20000 certification and enables organizations to deliver value from their business and technology investments.
Shirley is an authority on service management practices and an author of ITIL publications. Since 2006, she has contributed to the development of the ISO/IEC 20000 series and is a UK representative on the international standards group that develops ISO/IEC 20000.
Erin Casteel is an ITIL 4 Lead Architect and author of the ITIL Foundation, ITIL 4 book. She is a specialist in service management and integration, organizational governance and cyber security. Erin is passionate about helping organizations build, run and improve integrated organizational ecosystems that enable increased agility, resilience and velocity, and create value. She is particularly focused on systems thinking, enterprise architecture and organizational culture to support digital transformation.
Since 2006, Erin has contributed to the development of ISO/IEC 20000, as Chair of the ISO/IEC working group and as an editor. She is also an editor and contributor to the ISO/IEC 27000 series of standards for information security management.
Measure your existing arrangements with the Gap Analysis tool and identify the steps needed to implement your SMS and comply with ISO 20000.
Kick-start your compliance project with the Implementation Plan tool, which will help you identify required actions and associated documents. You can also assign tasks and add target start and completion dates to stay on track..
Identify and collect all of your service offerings and record how they are or will be delivered using the Service catalogue.
Record any assets used to deliver services with the Asset register and ensure they meet the service requirements and obligations recorded in your service management plan.
Identify and monitor your organisation’s risks and determine their likelihood and potential impact with the Risk register. You can then put in place the necessary policies and procedures to mitigate the risks and ensure services continue.
Record completion dates and ensure your documentation is kept up to date by adding review due dates with the Document Responsibilities Manager. You can also assign tasks and record once they’ve been approved.
* Updates based on new editions of a Standard or Regulation are not included.
Most management systems, compliance and certification projects require documented policies, procedures and work instructions. ITGP toolkits are a comprehensive resource, designed and field-tested to meet specific documentation requirements.
A toolkit is a collection of customizable templates written by industry experts to help you produce documentation that meets the requirements of your chosen management system standard, compliance or certification project.
Our documentation toolkits are designed to minimize the time and money that an organization spends writing and developing the documents themselves.
We would be more than happy to help with that. Please contact us at servicecenter@itgovernanceusa.com with the document that you would like to view. All documents can be found in the contents list.
These square brackets represent content that has been removed for sample purposes. Once purchased, you will see the full content.
No, the sample documents contained in this trial cannot be printed or amended. If you purchase the full toolkit you will be able to customize the documents and print as necessary.
Our documentation toolkits are suitable for organizations of any type or size, whether they are in the public or private sector, and contain the necessary documentation templates and tools for your implementation project. While some document templates may not initially be relevant within the scope of your project, they may prove valuable over time as your business grows.
No, it is not a software product that you need to install. However, the documents use a certified macro that enables you to set document classification levels and to quickly fill in certain repetitive fields throughout the documentation templates, such as your company logo, name and address. Our code has a signed certificate verifying that we are the publishers.
No, the macros we have created do not work under these versions. The macros allow you to populate relevant fields in the documentation with your business details. The issue between the two versions of Office (running on Windows vs running on Mac) is that the Office VBA module and content controls supported on Windows PC are not supported by Office on Mac, and our templates have been built in a Windows Office environment using such features.
The toolkit will still function on a Mac or with older versions of Office, but repetitive fields that would have been completed by the macro will not be populated and will have to be completed manually.
If you have a Mac or an older version of Word, please contact us and we can send you the relevant toolkit. Please email us at servicecenter@itgovernanceusa.com or call +877 317-3454.
Our copyright notice does not allow for this. You can only use the toolkit once per organization. If you require more than one toolkit, for example if you are a consultant, please get in touch to discuss copyright terms and discounts for multiple purchases.
Yes! You can find out more information on individual templates here. Or alternatively look at our Build Your Own Toolkit service.
You can purchase our toolkits straight from our secure payment platform, but we do have alternative options. Please contact us at servicecenter@itgovernanceusa.com or call +877 317-3454 if you would like to use an alternative payment method.
Of course! We have no restrictions on how many toolkits can be purchased at a time. Some of our toolkits can be integrated with each other through bolt-ons. Please let us know if you would like further information.
Absolutely. You can speak to our friendly team who are always happy to help. You can contact them at servicecenter@itgovernanceusa.com or call +877 317-3454.
Toolkits are not an out-of-the-box solution for your project, so you will need to do more than ‘fill in the blanks’. Our documentation toolkits provide a framework for documenting your project, with content and guidance written by experts. You will need to ensure the templates are edited to truly reflect the nature of your business and the environment within which it operates.
Compliance, management systems and certification projects are complex and require a lot more work than just documentation, and this should be considered when purchasing a toolkit.
As documentation toolkits cannot be physically returned, we are unable to offer refunds. Please check that your chosen format is suitable for your computer environment before completing your purchase.
For more information, please see our terms and conditions. If you have any concerns, please contact us at servicecenter@itgovernanceusa.com.
For further information, or for help post-purchase, please visit our FAQs page.