ISO/IEC 20000 Toolkit - Second Edition

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An Internationally Recognized Standard for IT Service Excellence!
ISO/IEC 20000 is the first international standard for IT Service Management. Get your hands on this recognized solution to IT service management concerns right here! Demonstrate to your customers that you meet the best practice requirements. Why choose ISO/IEC 20000?

  • - Save money
  • - Improved process efficiencies
  • - Higher customer satisfaction
  • - Improved service quality
  • -Increase customer confidence


The Art of Service has designed this toolkit to introduce ISO/IEC 20000 concepts and provide you with the tools to successfully create a workable ISO/IEC 20000 culture in your organization. We provide you with step-by-step guides, templates, and best practice examples that will enable you to meet this challenge head on.

Buy this Toolkit with confidence! All contents of this collection are 100% guaranteed. If you’re not satisfied with your purchase, we refund—no questions asked. See the FAQ page for terms and conditions.

Gain a Competitive Advantage and Increase Business and Customer Confidence!

One thing is clear: as business increasingly utilize IT to meet essential goals, the need to implement management techniques in an IT environment also increases. IT service management has had a growing number of contributions from several frameworks and sources, including ITIL, COBIT, MOF, Six Sigma, and CMMI. However, the only standard currently established internationally for IT service management is ISO/IEC 20000, and this Toolkit provides you with the information you need in order to improve your ISO/IEC 20000 knowledge base. ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services. The value of ITSM is in ensuring that both the service provider and customer agree on what services must be delivered and how they will be delivered. This ultimately results in services being delivered, which are beneficial for the customer to meet their business objectives. This Toolkit will guide you on your quest for better ISO/IEC 20000 understanding!

Get the competitive advantage you need today with this globally recognized and respected second edition of our ISO/IEC 20000 Toolkit. IT-focused businesses looking to increase business and customer confidence should look no further! Businesses wanting to improve their reputation and become internationally recognized in the eyes of IT professionals and customers can find all the answers on how to achieve this right here!

The Art of Service has designed this toolkit to introduce ISO/IEC 20000 concepts and provide you with the tools to successfully create a workable ISO/IEC 20000 culture in your organization.

This toolkit provides answers to all of your ISO/IEC 20000 questions and is designed to provide a guiding hand to assist you in improving your knowledge and understanding of ISO/IEC 20000 by offering a step-by-step, easy to follow roadmap. It also includes easy-to-use templates, assessments, presentations, and documents that can be adapted to your organization's requirements. This Toolkit has been created to reflect the ISO/IEC:2011 edition of the standard.

The PowerPoint presentations can be used to educate staff as the basis for management presentations or when making business cases for implementation.



The supporting documents and templates will help you identify the areas within your organization that require the most activity in terms of change and improvement, and will provide a starting point when designing and implementing new designs, policies, and procedures.






The additional resources will enable you to improve your organization’s ISO/IEC 20000 understanding and knowledge base.


The Complete Toolkit Includes:

  • ISO/IEC 20000 Toolkit
    • Toolkit Roadmap-ISO 20000.doc
    • ISO 20000 Introduction Presentation.ppt
    • ISO 20000 Easy Explanation Fact Sheet.pdf
    • ISO_IEC 20K - Terms and Definitions and acronyms.doc
    • Understanding ISO 20000.ppt
    • ISO 20000 Sample Outsourcing Agreement.doc
    • ISO_IEC 20K - Building a Business Case.doc
    • ISO_IEC 20K - Improvement Management Tool.xls
    • ISO_IEC 20K - Management Commitment & Coordination Presentation.ppt
    • ISO_IEC 20K - SMS Development Process.doc
    • ISO_IEC 20K - Understanding SMS.ppt
    • Scoping Example-Tata Communications Attains ISO 20000 and 27001 Certifications.doc
    • ISO_IEC 20K - Metrics and  Reports.doc
    • ISO_IEC 20K - Service Management Process Development Process.doc
    • ISO_IEC 20K - Understanding Service Management Processes.ppt
    • ISO_IEC 20K - Service Development Process.doc
    • ISO_IEC 20K - Understanding Service Development.ppt
  • ISO Process Summary Sheets
    • ISO-Budgeting & Accounting.doc
    • ISO-Business Relationship Management.doc
    • ISO-Capacity Management.doc
    • ISO-Change Management.doc
    • ISO-Configuration Management.doc
    • ISO-Incident and Service Request Management.doc
    • ISO-Information Security Management.doc
    • ISO-Problem Management.doc
    • ISO-Release Management.doc
    • ISO-Service Continuity & Availability Management.doc
    • ISO-Service Level Management.doc
    • ISO-Service Reporting.doc
    • ISO-Supplier Management.doc
  • ISO_IEC 20K Design Documents
    • ISO_IEC 20k-Availability Requirements.doc
    • ISO_IEC 20k-Cost Model Template.xls
    • ISO_IEC 20k-Detailed Design.doc
    • ISO_IEC 20k-Functional Design.doc
    • ISO_IEC 20k-Hardware-Software Resource Requirements.doc
    • ISO_IEC 20k-Interface Design Specification.doc
    • ISO_IEC 20k-Technical Architecture.doc
    • ISO_IEC 20k-Security Service Requirement.doc
  • ISO_IEC 20K Infrastructure Support Documents
    • ISO_IEC 20k-AS-BUILT Template.doc
    • ISO_IEC 20k-Business Continuity Strategy.doc
    • ISO_IEC 20k-Component Failure Impact Analysis Worksheet.doc
    • ISO_IEC 20k-Emergency Response Plan.doc
    • ISO_IEC 20k-Service Outage Analysis.doc
  • ISO_IEC 20K Project Initiation Documents
    • ISO_IEC 20k-Budgeting Guidelines.doc
    • ISO_IEC 20k-Business Plan.doc
    • ISO_IEC 20k-Business Requirements and FISO_IEC 20ksibility Study.doc
    • ISO_IEC 20k-Change Management Process.doc
    • ISO_IEC 20k-Charging Policies.doc
    • ISO_IEC 20k-Charging Template.xls
    • ISO_IEC 20k-Project Initiation.doc
    • ISO_IEC 20k-Project Scope.doc
    • ISO_IEC 20k-Request for Change Form.doc
    • ISO_IEC 20k-Risk Assessment Template.doc
    • ISO_IEC 20k-Risk Register.xls
    • ISO_IEC 20k-Service Based SLA.doc
  • Bonus Documents
    • COBIT Easy Explanation Fact Sheet.doc
    • ISO 9000 Easy Explanation Fact Sheet.pdf
    • ISO 9000 Presentation.ppt
    • Model of a Process-Based Quality Management System.doc
    • ISO 27000 Presentation.ppt
    • Mapping - Terms and Usage.doc
    • ISO 38500 Easy Explanation Fact Sheet.pdf
    • ISO 38500 Presentation.ppt
    • ISO IEC 20000 and ITIL Presentation.ppt
    • ITIL Easy Explanation Fact Sheet.pdf
    • MOF Easy Explanation Fact Sheet.doc
    • Simple Six Sigma Calculator.xls
    • Six Sigma - Short Overview.doc
    • Six Sigma Defining Requirements.doc
    • Six Sigma Presentation.ppt
    • Starter Kit Document.doc
    • ISO 20000 FAQs.doc


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The moment you purchase the collection, the factsheets, presentations, and tools included above will be available to you through a simple download!

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It took us 80+ man-hours to produce the ISO/IEC 20000 Toolkit – Second Edition: analyzing, processing, selecting, editing, and building the “flow” from the countless documents and data we have produced over the months (at least $50/hour—that comes to over $4,000 of time).

In total, the end result—the ISO/IEC 20000 Toolkit – Second Edition—reflects over a full-time employee’s fortnight work.

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