The document outlines the ISO 20000 standard for IT service management (ITSM), which provides a framework for improving IT service delivery and aligning IT services with business strategy. It includes comprehensive guidelines for creating and managing documentation needed for ISO 20000:2018 certification, including system manuals, procedures, policies, and audit checklists. The ISO 20000 documentation kit offered by Global Manager Group helps organizations implement effective ITSM practices efficiently and cost-effectively.

1. …For IT Service Management System
- By Global Manager Group
ISO 20000 Documentation
Requirements

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• ISO 20000 is the international standard for IT Service Management (ITSM),
published by ISO (the International Organization for Standardization), and ICE (the
International Electoral Commission).
• The standard describes a set of management processes designed to help you
deliver more effective IT services. The information technology service management
system complies with the requirements mentioned in the clauses of ISO 20000-
1:2018.
• ISO 20000 gives you the methodology and the framework to help you manage your
ITSM, while allowing you to prove your company follows best practice. With the
requirements of the standard you will achieve best practice, helping to improve
your delivery of IT services.
What is ISO 20000?

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• Alignment of information technology services and business strategy.
• Creation of a formal framework for current service improvement projects
• Provides a benchmark type comparison with best practices
• Creates competitive advantage via the promotion of consistent and cost-effective
services.
• By requiring ownership and responsibility at all levels, it creates a progressive ethos and
culture.
• Supports 'interchanging' of service providers and staff by virtue of the creation of inter-
enterprise operational processes.
• Reduction of risk and thus cost in terms of external service receipt
Advantages of IT Service
Management System

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ISO 20000 documentation kit covers each and every requirement for documentation
process and is used globally by many organization for making the best system with ISO
20000:2018 Certification. Primary ISO 20000 documents are listed below:
• SMS Manual
• IT SMS Plan
• IT SMS Procedures
• IT SMS Policies
• Standard Operating Procedures
• Job Descriptions
• Blank Formats /Templates
• Name of departments
• ISO 20000-1:2018 Audit Checklist
• ISO 20000-1:2018 Compliance Matrix
ISO 20000 Documentation
Requirements

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Service Management System manual which gives clause-wise details of how ISO 20000-1:2018
system is implemented. It covers the service management system, sample policy, objectives,
scope, and organization structure as well as how each requirement from clause no. 4 to 10 of ISO
20000-1:2018 is implemented at macro level in the organization.
SMS manual should normally contain, or refer to:
• Context of the Organization
• Leadership
• Planning
• Support
• Operation
• Performance evaluation
• Improvement
SMS manual

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IT SMS Plan includes the complete IT service management system plan with interlinkage
of various processes and reference of procedures, ITSMS policy and objectives. It covers
the frame work to fulfil the service requirements.
IT SMS Plan

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ITSMS mandatory procedures as per ISO 20000-1:2018 are provided, which cover all the details
like purpose, scope, responsibility, how procedure is followed as well as the list of exhibits ,
reference documents and formats.
The list of sample procedures provided in the kit is as below:
1. Procedure for Communication
2. Procedure for Document Control
3. Procedure for Control of Records
4. Procedure for Internal Audit
5. Procedure for Improvements
6. Procedure for Service Management
7. Procedure for Delivery of New Changes
8. Procedure for Management Review
IT SMS Procedures

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Some guidelines are covering in ITSMS Policies as per ISO 20000-1:2018 are provided;
The list of sample policies provided in the kit is as below:
1. Availability Management Policy
2. Visitor Policy
3. BRM Policy
4. Budgeting and Accounting Policy
5. Capacity Management Policy
6. Change Management Policy
7. Configuration Management Policy
8. Incident Management Policy
IT SMS Policies

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The directory of the ISO 20000 documentation kit covers sample copy of SOPs to link
with significant aspects in the organization. It takes care of all such aspects and can be
used as a training guide as well as to establish good ITSMS system in the organization.
The List of Standard Operating Procedures provided in the kit is as below:
1. SOP for Company Internet and IT Resource Use
2. SOP for E-mail and Messenger Use
3. SOP for Service Continuity Testing
4. SOP for Personnel Recruitment
5. SOP for Service Reporting
6. SOP for Risk Management
7. SOP for Business Relationship Management
Standard Operating Procedures

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The directory covers sample copy of job descriptions covering 24 different categories of
personnel including their responsibility and authority.
The Job descriptions covered in kit are listed below:
1. Roles and Responsibilities
2. Business Development Manager
3. Capacity Manager
4. Change Manager
5. Configuration Manager
6. Director
7. HR Head
Job Descriptions

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The directory includes sample copy of blank forms that are required to maintain records
as well as establish control and create system in the organization. The samples are given
for the users as a guide to follow. The organization is free to change the same to suit
their own requirements.
Blank formats are covered in kit are listed below:
1. Visitor Entry Register
2. Employee leaving/transfer/termination Checklist
3. Employment confidentiality and Non-competition agreement
4. Vehicle Requisition Form
5. Experience, Personal Information & Assessment Chart (EPIAC)
6. Duty Resumption Form
Blank Formats /Templates

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ISO 20000-1:2018 requirements wise as well
as gap analysis checklist are provided. The
audit checklists are very good tools for the
auditors to make audit questionnaire and
bring effectiveness in auditing. The questions
are prepared on the basis of ISO 20000-
1:2018 standard. They can be logically used for auditing during internal audit for ISO
20000-1:2018 to establish proper audit trail.
ISO 20000-1:2018 Audit Checklists

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The Compliance matrix contains ISO 20000-
1:2018 requirement wise list of documented
information for easy reference of users and
to understand how this system is made.
ISO 20000-1:2018 compliance matrix

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Global Manager Group provides ISO 20000 Documentation Kit that having ready to use
document kit for IT Service Management System, which covers ITSMS plan, policies,
procedures, sample plan, templates, forms, SOPs, job descriptions, ISO 20000 audit
checklist and more.
The ready-to-use ISO 20000:2018 Documents are to ensure with all clauses defined ISO
20000-1:2018 standard as well as it satisfies governing general requirements to create
own documents for their company in couple of days.
ISO 20000 Documentation Kit

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• Users can modify the templates as per their service activity and create own
documents for their organization.
• There are Readymade templates are available which can reduce time in document
preparation and preparing ISO 20000 Audit checklist to meet system requirements
for easy certification.
• Saves time and cost for making effective documentation on ITSMS.
• All the section and sub-sections for information service management system and
give better confidence in your system as well as provide linkage with related
document list.
Why ISO 20000 Documentation Kit
is Useful?

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Online Consultancy by offering International System
Certification Documentation and Auditor Training Packages
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