ITSM, ITIL & ISO/IEC 20000 Implementation Toolkit

ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit

Deploy IT service management (ITSM) best practice quickly and cost-effectively with expert guidance and document templates created by ITIL® and ISO 20000 service management mentors Shirley Lacy and Jenny Dugmore.

Pre-written documentation templates feature automated customisation for ease of implementation and are available for immediate download with 12 months’ support.

This toolkit is AXELOS-accredited.

Price: R 10 435,00 (ZAR) 
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*Note: you are purchasing templates compatible with Office 2007, 2010 and 2013. If you require templates compatible with earlier or other (e.q. Mac) versions of Microsoft Office please contact us.

Improve your ITSM, adopt ITIL best practices and/or achieve ISO 20000 certification with guidance and documentation templates from service management experts

Developed by service management gurus Shirley Lacy and Jenny Dugmore, the ITSM, ITIL & ISO/IEC 20000 Implementation Toolkit contains a complete set of tools and documentation templates, policies and procedures that will enable organisations of all types and sizes to assess their current levels of service management and implement processes to deliver better services.


See what’s included in this toolkit >>

  • Complete set of mandatory and supporting documentation
    • 5 policies
    • 23 procedures
    • 21 processes
    • 20 RACI matrices
    • 25 records
    • 7 guidance documents
    • 14 ITIL support documents
    • 1 SMS manual


  • Top-level documents to help you get started:
    • Quick Start Guide
    • SMS Guidelines
    • Service Management System Manual
    • UserInput
    • Copyright Licence


  • Project tools:
    • Documentation Task Manager
    • SMS Dashboard
    • Document Responsibilities Manager
    • Gap Analysis and Audit Checklist Tool (Excel)
    • Gap Analysis and Audit Checklist Tool (Word)
    • SMS Overview
    • Project Implementation Plan


  • Comprehensive list of examples and case studies


Additional information

  • All our documents:
    • Are fully compliant with ISO 20000:2011 and in line with ITIL 2011
    • Are developed by practicing ITSM experts
    • Are fully customisable
    • Come with 12 months of free updates and unlimited online drafting support
    • Additional experienced consultancy support is also available should you need it.


Click here for the full contents list (PDF) >>


Product overview

Completely up to date with the latest iterations of ITIL and ISO 20000, this toolkit makes administration and branding simple: the Office 2010 version features an integrated dashboard, which allows easy customisation of templates and one-click formatting, styling and branding your templates allows you to embed the documentation into your organisation quickly and easily.

The ITSM, ITIL & ISO/IEC 20000 Implementation Toolkit will be particularly useful to:

  • Orga nisations that must deliver quality services while meeting governance, regulatory and legal requirements.
  • Managers, consultants and implementers who want a quick and effective approach to setting up, implementing and improving service management.
  • Assessors and auditors who review or audit service management capabilities or service management systems against the requirements of ISO/IEC 20000-1.
  • People involved in procurement, insourcing or outsourcing services.
  • Projects that need to deliver IT-enabled services underpinned by effective service management.
  • Users of ISO/IEC 20000-5 who need to understand the implementation requirements of the 2011 edition of ISO/IEC 20000-1.


Free sample files

Click here to download free sample files >>

Click here for the full contents list (PDF) >>


Download information

This toolkit is available for immediate download so you can take advantage of its contents at once. After purchasing, you will receive an email with a download link.

Technical information

  • Pre-written documentation templates feature automated customisation for ease of implementation and are available for immediate download.
  • The ITSM, ITIL & ISO/IEC 20000 Implementation Toolkit is suitable for organisations of all sizes, types and locations.
  • If the toolkit is updated within 12 months of your purchase, we will send you the newest version for free.
  • 12 months’ support does not extend to consultancy or project implementation advice.
  • New standard releases are not included.

About the authors

Shirley Lacy is an ITIL author and project mentor for the ITIL 2011 update. She is the primary editor of the ISO process assessment standard, ISO/IEC 33002, which is currently in development.

Jenny Dugmore chairs the international ISO/IEC 20000 group and acts as series editor for the 20000 series.

Jenny and Shirley led and contributed significantly to the development of BS 15000, the forerunner to ISO/IEC 20000, and to both editions of ISO/IEC 20000.



Accredited by AXELOS

This product is accredited by AXELOS, the licensors of official ITIL products.

ITIL is a registered trade mark of AXELOS Limited.

Adopt ITIL best practices and/or achieve ISO 20000 certification. Buy this toolkit today.

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