ITIL, ITSM and ISO 20000 toolkit helps improve quality of service and achieve certification


IT Governance Ltd, the global leader in IT service management (ITSM) and ISO 20000-related information, standards, books, tools and training, is urging companies which provide IT services for internal or external customers to apply ITIL® best practice approach and certify to the ISO/IEC 20000. Both the ITIL framework and the ISO/IEC 20000 Standard have been adopted by hundreds of organisations worldwide. ITIL and ISO 20000 contribute significantly in the communication between service providers, suppliers and customers.

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 ISO 20000 standard, on the other side, sets certain requirements encompassing policies, plans and procedures. The integrated process approach from ITIL is carried over to the Standard. Many organisations need guidance in order to develop an ITSM system which takes the best from both the framework and the Standard and is capable to meet the ISO 20000 certification requirements. In this respect, companies would benefit from using pre-designed templates to accelerate the implementation process. Few products on the market can offer appropriate guidance and follow the exact specifications of the standard.

The ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit from IT Governance, 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.

Alan Calder, CEO of IT Governance, says, “In the current economic climate, customers are increasingly looking to cut costs. They want to feel reassured that the service they get is efficient, reliable and trustworthy. This toolkit is everything organisations need to develop and appropriate and successful IT service management system, helping them to achieve customer satisfaction.”

The ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit contains all necessary documents of the implementation of an IT service management system which 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 ITILv3 best practices. The toolkit comes with a unique drafting support service and 12 months of automatic upgrades.

Organisations which buy the Toolkit before 23rd December will receive the ICT Strategy Toolkit free. The ICT Strategy Toolkit will guide any organisation through the process of creating an ICT strategy, helping it drive down costs and control risk within an ICT environment.

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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