Bespoke ITIL® and ISO/IEC 20000 toolkit helps service desk run efficiently


IT Governance Ltd, the global leader in ITIL® and ISO20000-related products and services, is advising service providers that making  their service desk run as efficiently and cost-effectively as possible, is essential for retaining and acquiring new customers. Improving service desk processes has been made easy with the bespoke ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit. Moreover, this toolkit cuts down business costs and reduces overheads.

The ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit was developed by IT service management gurus Shirley Lacy and Jenny Dugmore. The toolkit integrates ISO/IEC 20000 requirements with ITIL 2011 best practices in a way that could only be achieved by these credible authors, who are deeply involved in both frameworks and practical implementations of these frameworks.

ISO/IEC 20000 and ITIL are closely related and bring acknowledged benefits to any organisation for which customer satisfaction is key.  Organisations developing an IT management system, following ITIL best practice, can expect improved quality of service, increased customer confidence, optimised costs, better staff management and market advantage.

The ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit contains all of the necessary documents for the implementation of an IT service management system that meets the Standard’s requirements, and is fully integrated into the overall business processes. It will help organisations avoid costly trial-and-error dead-ends, and ensure everything is covered by using current ITIL 2011 best practices. The toolkit comes with a unique drafting support service and 12 months of automatic upgrades.

A toolkit demo can be requested immediately from the toolkit webpage:

Organisations can purchase the ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit here: Orders can also be made directly with the friendly, helpful IT Governance service centre team on telephone number +44 (0)845 070 1750. Larger organisations can make purchases with a purchase order, either by telephone, or by e-mail to

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