Five free ISO 20000 templates from our ISO/IEC 20000-1 toolkit, as previews: each opens with its first pages in full and shows the rest blurred, so you can judge the depth before you buy. They cover the service management system manual, problem management, service design, the SLA and IT service continuity.

What is in the free set

DocumentWhat it is for
ISO 20000 IT Service Management Manual (preview: first 5 of 10 pages)The manual for the service management system (SMS): purpose, scope, the ITSM policy, roles and responsibilities, and how the service management processes fit together.
ISO 20000 Problem Management Process (preview: first 8 of 14 pages)The full problem management process: roles, inputs, categorisation, prioritisation, root cause analysis and the interfaces with incident, change and release, with process diagrams.
ISO 20000 Service Design Package (preview: first 4 of 9 pages)The package that carries a new or changed service from design into transition: requirements, stakeholders, service components, SLAs and acceptance.
ISO 20000 Service Level Agreement (preview: first 4 of 7 pages)A ready-to-adapt service level agreement: scope, service description, service levels, responsibilities, charging and the review cycle.
ISO 20000 Service Continuity Plan (preview: first 3 of 6 pages)The IT service continuity plan that supports business continuity: recovery strategy, recovery time and point objectives, and the procedures to restore services.

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Want the rest?

These five come from the full ISO 20000 Toolkit: the SMS policy and manual, the service management processes from incident to release, and the plans, registers and reports that support them. The complete contents list is on the product page.

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