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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 up-to-date date with 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 this ITIL documentation toolkit containing 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 directions and tools at hand to streamline your project and implement best practices 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 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 them once they’ve been approved.

Download sample documents

Anytime access with DocumentKits

The most up-to-date documentation that can be accessed anywhere, any time: our expertise, your peace of mind

Standards, regulations and best-practice guidance are constantly changing. Our technical advisors work throughout the year to closely monitor changes that affect your compliance requirement so that we can ensure you are working from the latest guidance. With the online DocumentKits platform, you can:

  • Access your templates anywhere, any time, ensuring your organisation can always use and edit your files, regardless of operating system.
  • Work from the most up-to-date documentation to ensure ongoing compliance. Our simple subscription service offers more than 200 annual updates and revisions to the toolkit range, in line with the latest guidance and standard revisions.
  • Save hundreds of pounds each year. The subscription service allows you and your colleagues year-long access to pre-written, compliant documentation, including free upgrades and revisions.
  • Customise the toolkit with your company logo and automatically populate fields to speed up your documentation process.
  • Reduce duplication and effort by integrating your documentation with other toolkits.
  • Easily complete the customisable free-text sections with our tooltips and guidance notes.
  • Effortlessly extract files to PDF to save on shared servers, intranets or wherever else 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.
  • Enjoy unlimited support for account setup and guidance.

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 service management levels 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 costs. 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 developing the ISO/IEC 20000 series. She 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 mainly focuses 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 the input of common fields. 
  • Easily track and record progress for stakeholders.
  • Trust the experts and shop with confidence like the 9,000 organisations already using our toolkits.

ITIL® is a registered trademark 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. 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 use 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).


What format are the files in? 

Is it suitable for my organisation? 

Can we use the toolkit for multiple companies? 

Is the toolkit a software product that I need to install? 

How will I receive the toolkit? 

Are the toolkits fit to use ‘straight out of the box? 

Can I edit the documentation for my organisation? 

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Do you offer refunds and returns? 

End-User DocumentKits Agreement

If you are thinking about purchasing a toolkit, please click here to review the end-user licence agreement for DocumentKits.

For more information, visit our DocumentKits FAQ page.

Customer Reviews

(4.50)stars out of 5
Number of reviews: 2
1. on 28/02/2022, said:
5 stars out of 5
A useful toolkit that has certainly helped our scoping of our ITIL requirements - recommended
2. 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 1-2 of 2
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