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ITSM, ITIL® 4 & ISO 20000 Toolkit

ITSM, ITIL® 4 & ISO 20000 Toolkit

SKU: 5503
Format: Cloud annual subscription
ISBN13: 9781787781900

An official ITIL® licensed product, approved by AXELOS

  • Accelerate your IT SMS (service management system) project with more than 150 customisable documentation templates, aligned with ITIL® 4 and ISO 20000:2018.
  • Meet your ITSM requirements with expert guidance and implementation tools, including:
    • SMS Gap Analysis Audit Checklist
    • Documentation Responsibilities Manager
    • SMS Overview
    • SMS Task Manager
    • SMS Implementation Plan
  • Benefit from using the world’s only fully Cloud-based toolkit platform, making collaboration and accessibility easier than ever.
  • Get compliant and stay compliant with more than 500 free annual updates.
  • Enjoy flexible payment options with a no-obligation annual subscription, which you can cancel at any time (T&Cs apply).
  • Buy now, pay later 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

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 17,000 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.

 Fully Cloud-based

Benefit from using the world’s only fully Cloud-based toolkit platform, making collaboration and accessibility easier than ever.

Future-proofing your compliance

 Updates from our industry experts

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

 Easily access your documentation on our platform

Access your templates anywhere, any time on our Cloud-based DocumentKits platform, ensuring your organisation can always use and edit your files regardless of operating system.

 Ensure ongoing compliance

Our toolkits are updated in line with any new requirements or amendments, so you can ensure your documents are up to date and compliant. Our simple subscription service offers more than 500 updates and revisions a year to the toolkit range, in line with the latest guidance and revisions.

 Save hundreds of pounds each year

Our simple subscription service allows you and your colleagues year-long access to our customisable documentation. To benefit from continuous updates and improvements, without having to repeat work, access can be renewed annually.

 Automatic customisation of documentation

Customise the toolkit with your company logo and name, which automatically populates into documentation for quick and easy creation.

 Helpful guidance and tips

Easily complete the customisable free-text sections of the toolkit with our tooltips, guidance notes and the ability to accept applicable content into free-text areas.

 Collaborate with your team

Collaborate with team members and share the workload with this Cloud-based platform, which includes access for up to ten users per year. *Additional users can be added on request.*

 Created with our customers in mind

We use customer feedback to improve our toolkits to make compliance as easy as possible. Our development team is constantly making improvements to ensure implementation is simple and convenient.

 Once complete, download your final document

Effortlessly extract PDFs to save on shared servers, intranets or wherever else you need them. If you need to change a document, go back into the platform to edit it!

 Unlimited support

Enjoy unlimited phone, live chat and email support for account setup, guidance and queries.

 Reduce duplication and effort

Streamline your approach to governance, risk management and compliance by easily integrating your documentation with other toolkits in the range. The DocumentKits platform provides shared documents across toolkits, meaning you need to complete some documents only once to cover multiple toolkits – the straightforward way to build an integrated management system.

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 documentation toolkits are electronically fulfilled and accessible via DocumentKits, within the CyberComply platform.
  • Your subscription includes access for up to ten users.
  • DocumentKits and the CyberComply platform are 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? 

What support do you provide? 

Do you offer refunds and returns? 

End-User Software Agreement

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

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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