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ITSM, ITIL® 4 & ISO 20000 Toolkit

ITSM, ITIL® 4 & ISO 20000 Toolkit

SKU: 5503
Publishers: IT Governance Publishing
Format: Cloud annual subscription
ISBN13: 9781787781900
  • Use this complete set of documentation templates, policies and procedures to implement an effective SMS (service management system) and improve the efficiency and delivery of services.
  • An official ITIL® Licensed product approved by AXELOS and up to date with both ITIL 4 and ISO 20000:2018.
  • The helpful and comprehensive audit and project tools, including the Gap Analysis, Service catalogue and Asset register, ensure complete service management coverage.
  • Accelerate your service management project with more than 150 customisable templates, saving you time and money.
  • Receive direction and guidance from ITIL and ISO 20000 service management experts.
  • This is an annual subscription product, however, you can cancel at any time. (T&Cs apply)

Buy now, pay later! Enjoy the benefits of paying by purchase order with an IT Governance corporate account. Apply online today or call our service centre team on +44 (0)1474 556685.

Annual subscription year 1
Price: £595.00
ex. VAT
Annual subscription thereafter £150.00ex. VAT

How does our toolkit help you comply?

Maximise the benefits of implementing IT service management with a trouble-free, rapid deployment. With this AXELOS®-licensed toolkit, you will have all the direction and tools at hand to streamline your project and implement best practice with ease.

 Discover where you sit on the compliance scale

Measure your existing arrangements with the SMS Gap Analysis Audit Checklist tool and identify the steps needed to implement your SMS and comply with ISO 20000.

 Implement your SMS with ease

Kick-start your compliance project with the Implementation Plan tool, which will help you identify required actions and associated documents. You can also assign tasks and add target start and completion dates to stay on track.

 Set customer and user expectations

Identify and collect all of your service offerings and record how they are or will be delivered using the Service catalogue.

 Ensure your assets meet service requirements

Record any assets used to deliver services with the Asset register and ensure they meet the service requirements and obligations recorded in your service management plan.

 Understand your risks and their impact on your services

Identify and monitor your organisation’s risks and determine their likelihood and potential impact with the Risk register. You can then put in place the necessary policies and procedures to mitigate the risks and ensure services continue.

 Meet your legal and contractual requirements

Record completion dates and ensure your documentation is kept up to date by adding review due dates with the Documentation Responsibilities Manager. You can also assign tasks and record once they’ve been approved.

Download sample documents

Anytime access with DocumentKits

  • Access your templates anywhere, at any time through the online DocumentKits platform, ensuring your organisation can always access and edit the files, regardless of operating system.
  • Customise the toolkit with your company logo and automatically populate fields to speed up your documentation process.
  • Reduce duplication and effort by easily integrating your documentation with other toolkits in the DocumentKits platform. 
  • Tooltips and guidance notes provide definitions and expert instruction so you can easily complete the customisable free-text sections.
  • Easily extract files to PDF to save on shared servers, intranets or wherever you need them.
  • Collaborate with team members and share the workload with this Cloud-based platform, which includes access for up to ten users per year.
  • Unlimited support for account set-up and guidance using the DocumentKits platform. 

About the authors

Designed and developed by ITIL and ISO 20000 service management experts Shirley Lacy and Erin Casteel, this toolkit provides all the policies, procedures and tools to enable organisations to assess their current levels of service management and implement processes to deliver better quality services, while meeting regulatory and legal requirements.

Shirley Lacy has extensive experience helping organisations implement service management using a rapid deployment approach while minimising organisational delays and cost. This often leads to ISO/IEC 20000 certification and enables organisations to deliver value from their business and technology investments.

Shirley is an authority on service management practices and an author of ITIL publications. Since 2006, she has contributed to the development of the ISO/IEC 20000 series and is a UK representative on the international standards group that develops ISO/IEC 20000.

Erin Casteel is an ITIL 4 Lead Architect and author of the ITIL Foundation, ITIL 4 book. She is a specialist in service management and integration, organisational governance and cyber security. Erin is passionate about helping organisations build, run and improve integrated organisational ecosystems that enable increased agility, resilience and velocity, and create value. She is particularly focused on systems thinking, enterprise architecture and organisational culture to support digital transformation.

Since 2006, Erin has contributed to the development of ISO/IEC 20000, as Chair of the ISO/IEC working group and as an editor. She is also an editor and contributor to the ISO/IEC 27000 series of standards for information security management.

Why choose IT Governance?

  • Our ITSM, ITIL® 4 & ISO 20000 Toolkit has been developed by industry experts, so you can be sure your documentation is accurate and fully compliant.
  • Speed up your documentation process by adding your company logo and customising roles to automate input of common fields. 
  • Easily track and record progress for stakeholders.
  • Trust the experts and shop with confidence like the 9,000 organisations that are already using our toolkits..

ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.

Companies that have purchased our toolkits



Why choose the ITSM, ITIL® 4 & ISO 20000 Toolkit?

 Comply without breaking the bank

A fast and cost-effective route to compliance without the added expense of consultancy.

 Guaranteed compliance

Aligned to the clauses and controls of ISO 20000 to ensure complete coverage of the Standard.

 Audit trail

Record actions and measure improvements for certification and audits.

 Ongoing compliance

Our toolkit is the most comprehensive and up-to-date IT service management toolkit available.

 Ensure you’re on the right track

The toolkit manual guides you through each section of the Standard and links directly to the corresponding documents in the toolkit.

 Achieve genuine compliance

Work from AXELOS-accredited documentation that will improve your processes and procedures.

What's included?

ITSM, ITIL® 4 & ISO 20000 Toolkit contents

Top-level documents

Section 1 – Blank templates

Section 2 – Project tools

Section 3 – Concepts and Terms

Section 4 – Context of Organisation

Section 5 – Leadership

Section 6 – Planning

Section 7 – Support

Section 8 – Operation of the Service Management System

Section 9 – Performance Evaluation

Section 10 – Improvement

Section 11 – ITIL Support

Technical information

Technical Specifications

  • This toolkit is available for immediate download. After purchasing, you will receive an email with a download link.
  • We provide a free 12-month update service*, ensuring that you get all recent updates with any improvements and changes that we make. Your feedback is vital to the development of our toolkits, as is the consultant and client work we do, so please get in touch and let us know if you find that there is room for improvement.
  • We provide an unlimited drafting support service. Unlimited drafting support entails help setting up, customising and using the templates, including help interpreting the document structure.
  • Drafting support does not extend to consultancy and implementation advice, as the toolkit is a project resource, not an out-of-the-box solution. Documentation toolkits, like a standard or regulation, are designed to be used by organisations of all types and sizes. Organisations may need to develop specific content relevant to their internal processes and activities.
  • This toolkit is compatible with Office 2016, 2013, 2010. If you use one of these Office versions on a MAC, or are using an older version of Office, please contact us.

* Updates based on new editions of a Standard or Regulation are not included.


Technical information

  • All our documentation toolkits are electronically fulfilled and accessible via DocumentKits, our online platform.
  • Your subscription includes access for up to ten users.
  • The DocumentKits platform is compatible with all devices, operating systems and applications.
  • You will need to use the latest version of your chosen web browser (e.g. Chrome, Edge, Firefox or Internet Explorer).


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Customer Reviews

(4.00)stars out of 5
Number of reviews: 1
1. on 12/06/2014, said:
4 stars out of 5
The toolkit is really comprehensive (at least the most comprehensive toolkit in that price range) and it gave us opportunity to better understand the scope and what is needed for implementation of ITIL processes.
Showing comments 1-1 of 1
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