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ITIL and ISO IEC 20000 implementation and improvement toolkit

  • ITIL and ISO/IEC 20000 Implementation and Improvement Toolkit
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Product Description

ITIL® and ISO/IEC 20000 implementation and improvement toolkit

Simple and easy to use
This excellent toolkit provides useful templates and guidance to help organizations to implement ISO/IEC 20000 and ITIL best practices. Based on the practical experience of industry experts, consultants and trainers this toolkit matches real life needs and is tried and tested.

Value for money
If you want to speed up the process of implementing ITSM best practices, this unique ISO/IEC 20000 and ITIL service management toolkit is essential. It will help organisations avoid costly false starts and ensure that the right processes are implemented in the right order by adopting ITSM best practices. It give confidence to organizations to develop their service management capability and deliver business benefits quickly.

ISO/IEC 20000 service management system customisation
The ISO/IEC 20000 documentation system can be rapidly customised to fit a single organization's unique requirements for their service management system. It is designed to help at any stage of best practice implementation, from the initial start up to fine tuning established and effective service delivery.
The toolkit provides the essential elements of a service management system with clear direction on what to do. The ISO/IEC 20000 gap analysis and audit tool is an essential tool for assessment. It will helps you to highlight opportunities for service improvement and get the best from your ITSM implementation.

Knowledge for a successful ITIL and ISO/IEC 20000 implementation
This toolkit provides useful information and knowledge for people to learn in a practical way how to adapt an IT service management best practice approach based on ITIL and ISO/IEC 20000. It makes implementation and improvement more easily achievable for people involved in service management activities across the service lifecycle. The guidance is useful for developing and improving a service provider’s capabilities for introducing new and changed IT enabled services into production environments.

Successful ISO/IEC 20000 certification
This toolkit helps service providers to prepare for successful ISO20000 certification. The toolkit provides clear direction and guidance that makes ISO/IEC 20000 certification more easily achievable. It is essential for any service providers who are required to achieve ISO/IEC 20000 certification by their customers or Government.

About the authors
Jenny Dugmore and Shirley Lacy are the authors or this exclusive product. They are global leaders in IT service management best practice development with an enormous amount of practical experience.
Jenny is chair of the international standards group for ISO/IEC 20000 and oversees the editing of the 20000 series. Jenny and Shirley led and contributed significantly to the development of BS15000, the predecessor to ISO/IEC 20000 and both editions of ISO/IEC 20000. She is also the primary editor of the new ISO/IEC process assessment standard, ISO/IEC 33002 that is under development.
Shirley was project mentor for the ITIL 2011 update and she is an ITIL author. She is an ITIL expert and trains people at all the ITIL and ISO/IEC qualification levels. She has implemented many knowledge management systems.

Users of the ITIL and ISO/IEC 20000 toolkit
The toolkit is useful for people that want a quick and effective approach to implementing and improving service management whilst realising value.Specifically, this toolkit will help:

  • Service providers to demonstrate their service management capability through effective implementation and operation of a service management system (SMS)
  • Service providers who are required to achieve ISO/IEC 20000 certification by their customers or Government.
  • Service management implementation and improvement projects
  • People involved in requirements definition for new or changed services
  • Managers responsible for the sourcing and procurement of external services
  • Projects that are delivering IT enabled services
  • Assessors and auditors to do a conformity assessment using ISO/IEC 20000
  • People involved in the sourcing and procurement of external services


ITSM, ITIL and ISO/IEC 20000 toolkit contents
The implementation and improvement documents contained in this toolkit include:

  • ITSM and ISO/IEC 20000 overview presentation
  • Customisable service management system (SMS) manual
  • ISO/IEC 20000-1 gap analysis and audit tool
  • Implementation and improvement tools
  • Guidance on defining the scope of service management
  • Guidance on how ITIL best practices support the ISO/IEC
  • 20000-1:2011 requirements
  • Service management policy template
  • Service management plan template
  • Service level agreement template
  • Over 100 policies, procedures, templates
  • Guidance documents and examples


This toolkit also comes with a unique drafting support service and 12 months of automatic upgrades.

Publisher: IT Governance Publishing
Available as CD-ROM
Format: Download
Document Format: Office 2003
Published date: 30 June 2011
Availability: Available
©Crown Copyright 2007 All rights reserved. material is reproduced with the permission of the Office of Governance Commerce under delegated authority from the Controller of HMSO.
Acknowledgement of OGC Copyrights

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