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ISO/IEC 20000 Documentation Toolkit

ISO/IEC 20000 Documentation Toolkit

SKU: 3547
Publishers: IT Governance Publishing
Format: Microsoft Office 2010
ISBN13: 9781849286374
Published: 30 Sep 2011
Availability: Always available
  • Save time and money: accelerate your IT service management system (ITSMS) implementation and ISO 20000 certification project.
  • Contains expert guidance and fully customizable pre-written documents created by an ISO 20000 lead auditor and consultant.
  • Available for immediate download.
  • Includes 12 months’ support.


*Note: you are purchasing templates compatible with Office 2007, 2010 and 2013. If you require templates compatible with earlier or other (Mac) versions of Microsoft Office, please contact us.

Price: $247.00


Guidance and documentation templates from an expert lead auditor and consultant to help you achieve certification to ISO 20000

  • Developed by ISO/IEC 20000 lead auditor and ITSM consultant Michael Kunas, the ISO/IEC 20000 Documentation Toolkit helps organizations of all types and sizes to implement an ISO/IEC 20000-compliant IT service management system.
  • It contains templates that managers can use to produce their own tailored versions of the policies, procedures,  and other documents necessary to implement an ISO 20000-compliant ITSMS—and 12 months’ support.
  • This invaluable resource will save you considerable time and money implementing a best-practice ITSMS that can be fully integrated with your other management systems (e.g. those based on ISO 27001, ISO 9001,  and ISO 14001), streamlining your approach to compliance.
  • This toolkit will be most valuable to organizations that have established significant ITSM documentation and are looking for the specific documents that will enable them to achieve ISO 20000-1 certification.


Click here to download free sample files >>


Contents include:

  • ISO 20000 implementation manager
  • ISO 20000 gap analysis and audit tool
  • Service level agreement template
  • Operational level agreement template
  • Service reporting policy
  • Key performance indicators template
  • Service continuity management process template
  • Business impact analysis template
  • Service continuity plan
  • Accounting policy
  • Security management process template


Click here for the full contents list (PDF) >>


Achieve certification to ISO 20000. Buy this toolkit today.


Downloading the toolkit

This toolkit is available for immediate download, so you can take advantage of its contents at once. After purchasing, you will receive an email with a download link.


Technical information

  • The ISO/IEC 20000 Documentation Toolkit is suitable for organizations of all sizes, types,  and locations.
  • If the toolkit is updated within 12 months of your purchase, we will send you the latest version for free.
  • 12 months’ support does not extend to consultancy or project implementation advice.
  • Guidance on uploading your toolkit to your SharePoint document management system is included.
  • Office 2010 format is not compatible with Macs.

For more information read our FAQ here


About the author

Michael Kunas is an ISO/IEC 20000 lead auditor and ITSM consultant with over 15 years’ experience in all areas of computer science. He has many years’ experience as a worldwide consultant, lecturer,  and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods.

He took an MA in computer science in Germany, then moved to England where he co-authored a book on mathematical software, before going on to Spain where he wrote Implementing Service Quality based on ISO/IEC 20000: A Management Guide, a step-by-step management guide to the ISO/IEC 20000 implementation and certification process.

Michael developed this ISO/IEC 20000 Documentation Toolkit by applying the practices from his book, creating a strong link between the book and the toolkit.

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