ISO 20000-1-2018 Management System
ISO 20000-1-2018 Management System
Service level agreements, a service catalogue and the whole interlocking process portfolio an ISO/IEC 20000-1 assessment works through.
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Written by practising auditors with 20+ years in the field.
By document type
| Category | Files |
|---|---|
| Manuals | 2 |
| Policies | 14 |
| Procedures & SOPs | 29 |
| Plans & Programmes | 1 |
| Forms & Records | 38 |
| Checklists & Audit Tools | 5 |
| Registers, Logs & Matrices | 3 |
| Job Descriptions & Organisation | 1 |
| Training & Awareness | 3 |
| Guides & Work Instructions | 2 |
Key documents
| Reference | Document | Format |
|---|---|---|
| SYS-01-1 | Service Management System Manual | Word |
| ITSMS-01 | Service Management System Plan | Word |
| PRO-SMS-12 | Procedure for Incident Management | Word |
| PRO-SMS-15 | Procedure for Problem Management | Word |
| F-SER-16 | Service Level Agreement (SLA) Template | Word |
| F-SER-17 | Service Catalogue Template | Word |
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Overview
ISO/IEC 20000-1:2018 sets out the requirements for a service management system: how an organisation plans, designs, delivers, operates and improves services that meet agreed requirements and deliver value. It applies equally to internal IT functions, outsourced providers and commercial service organisations, and addresses service management leaders, process owners and auditors. Built on Annex SL and the Plan-Do-Check-Act cycle, it supplies the certifiable requirements against which good-practice frameworks such as ITIL are assessed, and aligns with ISO/IEC 27001 and ISO 9001.
The demanding part is the breadth of the process portfolio, and this documentation follows it process by process: service level management and reporting, capacity and availability, service continuity, budgeting and accounting for services, supplier management, incident and service request, problem, configuration, change, and release and deployment. Each is carried by a policy, a working procedure and the records the process produces, among them service level and operational level agreements, a service catalogue, capacity and continuity plans, change requests and service acceptance criteria.
What this system covers
- Service level management and reporting: agreements, operational level agreements and performance against target
- Service catalogue and business relationship management: what is offered, and to whom
- Incident, service request and problem management: logging, prioritisation, escalation and root causes
- Change, release and deployment: change requests, acceptance criteria and controlled delivery
- Configuration management: identification and control of configuration information across the estate
- Capacity and availability management: forecasting, planning worksheets and availability targets
- Service continuity: continuity plans, invocation and testing
- Supplier management, budgeting and accounting: contracts, governance and the cost of services
Who it's for
Aimed at managed service providers, outsourcing suppliers and internal IT departments whose next tender, contract renewal or certification audit turns on evidence that services are managed to a recognised benchmark. The end state is a system documented from policy down to record, waiting to be filled with live service data.
Everything you get
Every toolkit gives you a full set of working documents for your standard, ready to edit and use.
Native Microsoft files. Add your logo and adapt every document to how you work.
Your full toolkit arrives as a ZIP the moment payment clears.
One purchase covers everyone in your organisation. No per-seat fees.
Built by people who run real audits, so the content matches what assessors check.
One payment, perpetual licence for your organisation. No subscriptions, no renewals.
Full refund if your files are faulty, incomplete or not as described and we can't put it right
Frequently asked questions
What exactly do I receive?
A downloadable ZIP containing the full set of ready-to-use documents for this toolkit — manuals, procedures, forms, records, checklists, guidance and training material, all in editable Word and Excel format. The exact document count is shown at the top of this page.
Are the documents really editable?
Yes. Every file is native Microsoft Word or Excel — no locked PDFs. Add your logo, change wording, and tailor the content to your organisation. The toolkit is yours to keep and reuse.
Does this certify my organisation?
No. These are documentation toolkits aligned to the relevant standard to help you prepare. Certification itself is issued by an accredited certification body after their audit. Our toolkits give you a strong, audit-ready starting point.
How is it delivered?
Instantly and digitally. There's no physical shipment — you download the files right after payment and receive a backup link by email.
Do I get updates?
Yes. If we revise this toolkit, you're entitled to the updated version at no extra cost — just contact us with your order details.
What is your refund policy?
These are digital products, so once a toolkit has been downloaded we cannot take it back. If you have not downloaded yet, contact us and we will cancel the order and refund you in full. We also refund in full if the files are damaged, incomplete, or not what the product page described.
Cannot find your standard?
Tell us which scheme you work to. We will point you to the right toolkit.
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