ISO 20000 2018 Package
2025-03-27 11:14ISO 20000 2018 Package
Get your accreditation at the lowest possible cost
ISO/IEC 20000 2018 complete package
2018 version
Price : 489 $
Certification Made Simple and Accessible for Your Business
The complete ISO/IEC 20000 2018 package is a comprehensive document package that contains everything from all the templates of procedures, processes, forms, checklists, tools, detailed guides and instructions needed to:
- Start your ISO/IEC 20000 process.
- Create your ISO/IEC 20000 documentation.
- Quickly access ISO/IEC 20000 accreditation.
- Benefit from an ISO/IEC 20000 management system that is simple and adapted to the needs of your organization.
Why start with a blank page. Start your Project TODAY, and save up to 80% on your time and money.
This package comes with 1 hour Live 1-to-1 Online Session with ISO consultant, document reviews, continual email support for 12 months and regular update service.
Cost-Effective Implementation: Much cheaper than an on-site consultant, and requires much less time than doing it from scratch
ISO/IEC 20000 2018 Version Complete Package
• Added Value: All IISO/IEC 20000 2018 requirements have been developed into an efficient process that adds operational value to your Laboratory and consequently increases productivity.
• Effective: Minimal effort is required to follow procedures necessary to meet all requirements of ISO/IEC 20000.
• Simplified: Bureaucracy and excessive paperwork have been eliminated from each process to make it easy – while remaining fully compliant with ISO/IEC 20000 2018.
Start your Project TODAY, and save up to 80% on your time and money.
The all-in-one document package for ISO/IEC 20000 2018 version
Save time, save money and simplify the accreditation process.
Documents included:
Forms
This package provides you with the following features:
- Full lifetime access
- Access on a laptop, desktop, and mobile
Certificate of completion
This Package Includes:
Procedures:
- Service Management Policy Procedure
- Service Portfolio Management Procedure
- Service Catalog Management Procedure
- Service Level Management Procedure
- Capacity Management Procedure
- Availability Management Procedure
- Service Continuity Management Procedure
- Information Security Management Procedure
- Incident Management Procedure
- Problem Management Procedure
- Change Management Procedure
- Release and Deployment Management Procedure
- Configuration Management Procedure
- Knowledge Management Procedure
- Asset Management Procedure
- Internal Audit Procedure
- Management Review Procedure
- Document Control Procedure
- Record Control Procedure
- Corrective Action Procedure
- Preventive Action Procedure
Records and Forms:
- Service Management Policy Record
- Service Portfolio Record
- Service Catalog Record
- Service Level Agreement (SLA) Record
- Operational Level Agreement (OLA) Record
- Capacity Plan Record
- Availability Plan Record
- Service Continuity Plan Record
- Information Security Risk Assessment Record
- Incident Log
- Problem Log
- Change Request Form
- Change Log
- Release and Deployment Plan Record
- Configuration Item (CI) Record
- Knowledge Article Record
- Asset Inventory Record
- Internal Audit Report
- Management Review Meeting Minutes
- Document Distribution List
- Record Retention Schedule
- Corrective Action Request (CAR) Form
- Preventive Action Request (PAR) Form
Manual and quality policy
- IT Service Management System (ITSMS) Manual
SOPs
- SOP for Creating and Updating Service Management Policies
- SOP for Monitoring and Reporting Service Performance Metrics
- SOP for Identifying and Assessing Service Improvement Opportunities
- SOP for Engaging Stakeholders and Gathering Service Requirements
- SOP for Conducting Periodic Service Reviews
- SOP for Ensuring Compliance with Legal and Regulatory Requirements
- SOP for Coordinating with Third-party Service Providers
- SOP for Onboarding and Offboarding IT Service Management Personnel
- SOP for Training IT Service Management Personnel
- SOP for Conducting Periodic Backup and Restore Testing
- SOP for Updating and Maintaining the IT Service Management Toolset
- SOP for Communicating Changes to IT Service Management Policies and Procedures
- SOP for Managing Risk in IT Service Management
ISO/IEC 20000 Documentation Requirements Explained
The ISO 20000 Documentation Package is a vital resource for organizations that provide IT services and want to establish a reliable, efficient, and customer-focused Service Management System (SMS). This package includes all the essential documentation required to comply with ISO 20000:2018—the international standard for IT service management (ITSM).
Well-structured and comprehensive documentation is key to delivering high-quality IT services, improving service delivery, and demonstrating compliance with industry best practices. From service design to continual improvement, this package supports consistency, accountability, and certification success.
Why ISO 20000:2018 Documentation Matters
ISO 20000:2018 outlines best practices for managing IT services effectively. Proper documentation helps organizations define clear roles, implement repeatable processes, measure performance, and continually enhance service quality. It also supports internal audits, risk management, and stakeholder confidence.
This package includes:
Key ISO 20000:2018 Documentation Categories
| Document | Purpose in IT Service Management System |
|---|---|
| Service Management Policy | Outlines the organization’s commitment to effective IT service delivery |
| Service Catalog and Service Agreements | Defines available services, service levels, and agreements with customers |
| Risk Management and Incident Handling | Identifies, assesses, and responds to IT risks and incidents |
| Change and Release Management Plans | Controls how changes and new services are introduced into the environment |
| Service Level Management Procedures | Ensures services meet agreed-upon performance and availability targets |
| Supplier Management Documentation | Oversees supplier performance and contractual compliance |
| Problem and Incident Records | Tracks service disruptions and identifies root causes and trends |
| Continual Improvement Log | Records actions to enhance the quality and efficiency of IT services |
Core ISO 20000:2018 Documentation Requirements
Management System Documentation
To comply with ISO 20000:2018, organizations must establish a Service Management System with clearly defined policies, objectives, and processes. This package includes:
SMS Manual – Describes the scope, policies, and structure of the Service Management System.
Policies and Procedures – Documents covering incident management, change management, service requests, and more.
Risk and Opportunity Assessment – Identifies service-related risks and improvement opportunities.
Service Management Objectives – Aligns IT goals with business needs and tracks service performance indicators.
Roles and Responsibilities Matrix – Defines accountability for SMS implementation and ongoing operations.
Operational Control Documentation
Operational processes ensure services are delivered consistently, securely, and in line with customer expectations. This package includes:
Change Management Procedures – Manages the lifecycle of changes to reduce service disruption.
Incident and Problem Management – Defines how to respond to, document, and resolve IT issues.
Configuration Management Plans – Maintains accurate records of IT assets and service dependencies.
Release and Deployment Policies – Governs the rollout of software updates and new services.
Capacity and Availability Management Records – Monitors infrastructure usage and ensures service readiness.
Monitoring, Review, and Improvement Documentation
Continual improvement and performance measurement are at the heart of ISO 20000:2018. This package includes:
Internal Audit Checklists and Reports – Verifies compliance and identifies gaps in service processes.
Management Review Meeting Records – Evaluates SMS performance and drives strategic direction.
Non-Conformity and Corrective Action Reports – Addresses service failures and systemic issues.
Service Performance Reports – Tracks SLAs, KPIs, and key performance metrics.
Improvement Action Plans – Supports ongoing enhancements in service delivery and customer satisfaction.
Legal and Administrative Documentation
Service Agreements and SLAs – Define expectations, responsibilities, and performance levels.
Supplier Contracts and Evaluation Records – Ensure third-party alignment with SMS objectives.
Communication and Awareness Records – Demonstrate that employees are informed and trained.
Document Control and Retention Procedures – Manage the lifecycle of SMS documentation and records.
Ensure Compliance with ISO 20000:2018 Today!
Whether you’re just starting or looking to improve an existing ITSM framework, the ISO 20000 Documentation Package provides everything you need to deliver high-quality IT services. With ready-to-use templates and structured processes, your organization will be prepared for successful implementation and certification.
💡 Get started today and enhance your service management system with a reliable, consistent, and ISO 20000:2018-compliant documentation package!
90 Days Money Back Guarantee
If for whatever reason during the FIRST 90 days of your purchase, you are not satisfied for any reason, simply contact support@qse-academy.com and our support team will issue you an immediate and full refund.
The package includes all the documents you need to comply with ISO/IEC 20000 2018 – these documents are fully acceptable by the accreditation audit.
All documents are in MS Word or MS Excel, to make them very easy to customize for your business. You can customize them by adding company logos and colors, and edit headers and footers to match your favorite style.
We have already completed about 90% of the information requested on the documents. To complete them you must fill in only the name of the company, the responsible parties, and any other information unique to your company. you will be guided through the process, commenting on the elements that are needed and those that are optional.
We presented the ISO 20000 documentation, so as to assure all its users that they have completed everything accurately and with the utmost efficiency.
All the documents are made so that you can follow the proposed order perfectly, which allows you to make sure that nothing is missing, and that no one gets lost in the process.
The included comments and flowcharts help your staff understand each document and its usefulness, which helps you to make quality management more fluid, and processes easier to follow.
Features of the complete ISO/IEC 20000 2018 Kit
Price: 489 $
– Documentation included: 58 documents for the implementation of ISO 20000 2018
– MS Office 2007 format, MS Office 2010, MS Office 2013
– Language: English
– Documents are fully editable – just enter the information specific to your business.
– Acceptable for the ISO 20000 2018 accreditation audit? Yes, all the documents required by ISO 20000 2018 are included, as well as the quality policy and the current but optional procedures.
Instant Delivery – The package is downloadable immediately after purchase
Free Consultation – In addition, you can submit two complete documents for review by professionals.
Created for your business – The models are optimized for small and medium businesses.
Complete ISO/IEC 20000 2018 Package
The complete kit to implement ISO/IEC 20000
Price : 489 $
Total Implementation Duration: 8 Months
ISO/IEC 20000 Implementation Project Plan
Achieving ISO 20000 is a significant milestone for any organization, signifying a commitment to data protection and privacy. Our expert consultants are here to guide you through every step of the implementation process, from initial consultation and gap analysis to final assessment and compliance certification. With our comprehensive project plan, tailored training programs, and dedicated support, we ensure your organization meets all ISO 20000 requirements efficiently and effectively. Partner with us to enhance your organization’s credibility, improve data handling processes, and gain trust on an international scale. Let us help you achieve excellence in data privacy management.
Introduction: Project Kick-off and Gap Analysis (Duration: 1 Month)
Introductory Tasks
1.1 ISO 20000 Kick-off and Awareness
Task: Organize Kick-off Meeting
- Description: Conduct a kick-off meeting to introduce the ISO 20000-1:2018 project to key stakeholders. Discuss objectives, scope, timelines, and responsibilities.
- Deliverables: Project plan, meeting agenda, and minutes.
- Meeting: Initial consultation with senior management and the implementation team.
1.2 Perform Gap Analysis
Task: Conduct Gap Analysis Against ISO 20000:2018 Requirements
- Description: Assess the current IT service management processes and service management system against ISO 20000-1:2018 requirements to identify gaps and areas for improvement.
- Deliverables: Gap analysis report with identified non-conformities.
- Meeting: Review findings with management, IT teams, and service managers.
Section 1: Service Management System (SMS) Documentation and Planning (Duration: 2 Months)
2.1 Develop SMS Documentation
Task: Define Service Management Policy and Objectives
- Description: Establish the organization’s service management policy and measurable objectives, aligning them with ISO 20000-1:2018 requirements.
- Deliverables: Documented service management policy and objectives.
- Meeting: Review and approval with senior management.
2.2 Develop SMS Documentation (Manual, Procedures, Work Instructions)
Task: Create SMS Documentation
- Description: Develop the necessary documentation for the SMS, including a service management manual, procedures, and work instructions for key processes (e.g., incident management, change management, service continuity).
- Deliverables: Service management manual, procedures, work instructions.
- Meeting: Review SMS documentation with the ITSM team.
Section 2: Service Delivery and Incident Management (Duration: 2 Months)
3.1 Define Service Catalog and Service Level Agreements (SLAs) (ISO 20000-1 Clause 8.2)
Task: Develop Service Catalog and SLAs
- Description: Define the scope of IT services provided, establish a service catalog, and create SLAs to ensure the delivery of services meets the agreed-upon levels of quality.
- Deliverables: Service catalog, SLAs.
- Meeting: Review and approve SLAs with service owners and key customers.
3.2 Implement Incident and Request Management Procedures (ISO 20000-1 Clause 8.6)
Task: Establish Incident and Request Management Processes
- Description: Develop and implement procedures for managing incidents and service requests, ensuring that issues are resolved quickly and effectively while minimizing service disruption.
- Deliverables: Incident management procedures, request handling protocols.
- Meeting: Train service desk and IT teams on incident and request management processes.
Section 3: Change Management and Service Continuity (Duration: 1 Month)
4.1 Implement Change Management Procedures (ISO 20000-1 Clause 8.5)
Task: Develop and Implement Change Management Process
- Description: Establish a change management process to control and manage changes to IT services, ensuring that changes are implemented smoothly without negatively affecting service quality.
- Deliverables: Change management procedure, change request forms.
- Meeting: Review change management process with service owners and IT staff.
4.2 Establish Service Continuity and Availability Management (ISO 20000-1 Clause 8.4)
Task: Develop Service Continuity and Availability Plan
- Description: Implement a service continuity plan to ensure that IT services can be maintained or restored in the event of an interruption. Ensure that services are available according to SLAs.
- Deliverables: Service continuity plan, availability management procedures.
- Meeting: Review and test continuity plan with IT staff and service teams.
Section 4: Supplier and Asset Management (Duration: 1 Month)
5.1 Supplier Management (ISO 20000-1 Clause 8.7)
Task: Develop Supplier Management Procedures
- Description: Establish procedures for managing third-party suppliers, ensuring they meet contractual obligations and comply with service level expectations.
- Deliverables: Supplier management procedures, supplier performance reports.
- Meeting: Review supplier performance with procurement, IT, and service management teams.
5.2 Asset and Configuration Management (ISO 20000-1 Clause 8.3)
Task: Implement Asset and Configuration Management System
- Description: Develop a system to track IT assets and configuration items to ensure that all components of the IT infrastructure are documented and managed effectively.
- Deliverables: Asset management records, configuration management database (CMDB).
- Meeting: Review with IT operations and service management teams.
Section 5: Performance Monitoring and Improvement (Duration: 1 Month)
6.1 Monitoring and Measurement of Services (ISO 20000-1 Clause 9.1)
Task: Develop Service Performance Monitoring Procedures
- Description: Implement procedures to monitor and measure the performance of IT services, including incident resolution times, service availability, and customer satisfaction.
- Deliverables: Service performance reports, monitoring tools.
- Meeting: Review performance metrics with IT and service management teams to identify areas for improvement.
6.2 Continual Improvement of the SMS (ISO 20000-1 Clause 10.1)
Task: Establish Continual Improvement Framework
- Description: Develop a continual improvement process to review and improve service delivery and ITSM processes based on performance data, audit results, and feedback.
- Deliverables: Improvement action plans, lessons learned reports.
- Meeting: Continual improvement review with senior management and IT teams.
Section 6: Internal Audits and Corrective Actions (Duration: 1 Month)
7.1 Develop Internal Audit Program (ISO 20000-1 Clause 9.2)
Task: Create an Internal Audit Plan
- Description: Establish an internal audit program to evaluate the effectiveness of the SMS, ensuring that all processes comply with ISO 20000-1 requirements.
- Deliverables: Internal audit plan, audit checklist.
- Meeting: Review audit plan with the audit team and quality manager.
7.2 Conduct Internal Audits
Task: Perform Internal Audits
- Description: Conduct internal audits to assess compliance with SMS processes and ISO 20000-1 requirements, identifying areas for improvement.
- Deliverables: Internal audit reports, non-conformance reports.
- Meeting: Post-audit review meeting to discuss findings and corrective actions.
7.3 Implement Corrective Actions (ISO 20000-1 Clause 10.2)
Task: Develop and Implement Corrective Action Procedures
- Description: Establish a corrective action process to address non-conformities identified during audits and to prevent their recurrence.
- Deliverables: Corrective action reports, root cause analysis.
- Meeting: Review corrective actions with management and process owners.
Final Assessment: Certification Preparation and External Audit (Duration: 1 Month)
8.1 Conduct Pre-Certification Internal Audit
Task: Perform a Pre-Certification Internal Audit
- Description: Conduct a pre-certification audit to ensure that the SMS meets ISO 20000-1:2018 requirements and is ready for certification. Address any remaining non-conformities.
- Deliverables: Pre-certification audit report, corrective action plan.
- Meeting: Final review with senior management to confirm readiness for the certification audit.
8.2 Certification Body Selection and External Audit
Task: Select Certification Body and Schedule Certification Audit
- Description: Research and select an accredited certification body for ISO 20000-1. Schedule the external audit and ensure the organization is fully prepared.
- Deliverables: Certification body selection report, external audit schedule.
- Meeting: Final meeting with management and service management team to confirm readiness for certification.
This 8-month project plan for ISO 20000-1:2018 implementation provides a structured approach to achieving certification for IT service management. It covers key areas such as service delivery, incident management, change control, supplier management, internal audits, and continual improvement, ensuring the organization meets the ISO 20000-1 standard by the end of the project.
What our customers think:
“Implementing ISO 20000:2018 using QSE Academy’s package saved us a significant amount of time and money. The templates were very comprehensive, and having everything laid out in a step-by-step process made it easy for our team to follow. We were able to customize the documents to fit our organization’s specific needs without needing to hire an expensive consultant. Within just a few weeks, we were fully on track for accreditation. I highly recommend this package to any organization looking to streamline the process.”
Jonathan M.
IT Service Manager
“QSE Academy’s ISO 20000:2018 package was a cost-effective solution for us. The package provided all the documents and guidance we needed to implement the standard without the need for external consultants, which saved us thousands of dollars. The one-on-one support was very helpful, and the team was responsive to all our questions. We managed to fast-track the accreditation process while avoiding unnecessary operational disruptions. Overall, it’s a great investment for any business looking to achieve ISO 20000 certification efficiently.”
Angela K.
Operations Director
Frequently Asked Questions
How long will it take to receive the complete package of documents after I place my order?
Upon completing your purchase, you will be redirected to the download page immediately. Additionally, a link to access your file will be sent to your email. The files are provided in a .zip format, which you will need to extract. If you encounter any issues with the download, please do not hesitate to contact us at support@qse-academy.com. Our support team is always ready to assist you.
What payment methods can I use?
We offer several payment options for your convenience. You can choose to pay using a credit card, debit card, or PayPal. Additionally, we provide a flexible layaway plan for those who prefer to pay for their purchase over time. If you have any questions about our payment options, please don’t hesitate to contact us.
Do you offer a money-back guarantee if I'm not satisfied with the service?
We offer a 30-day money-back guarantee. If you are not satisfied with our service for any reason, you can cancel within the first 30 days and receive a full refund, no questions asked.
Is there ongoing support or assistance available after my purchase?
Yes! At QSE Academy, our ISO experts provide continued support by answering your queries via email. You can expect a detailed response within 24 to 48 hours to help you move forward confidently.
Are updates to the documentation package included after purchase?
Absolutely. To ensure your documentation remains reliable and compliant, we update our packages every 6 months. Existing customers receive these minor updates at no extra charge. However, when there’s a major revision of the ISO standard itself, you’ll need to purchase an updated kit to align with the new standard.
Will I receive a valid invoice for my business expenses after completing the purchase?
Yes. After completing your purchase, you’ll immediately receive a valid invoice suitable for business and tax purposes. If you require any specific adjustments or details added to your invoice, please reach out to our support team.
Can I customize these documents for my company's specific needs?
Yes, the documents are fully customizable! You can easily edit, modify, and add your company’s logo to tailor them specifically for your organization. Additionally, if you’d prefer assistance, we offer a personalized “Done-For-You” customization service to deliver audit-ready documents tailored exactly to your organization’s requirements.
How quickly can I implement this ISO standard using your documentation?
Implementation time varies depending on your company’s engagement, resources, and experience. Typically, we’ve observed businesses successfully achieve compliance and certification within 3 to 6 months using our clear, structured documentation packages.
Do these documents guarantee successful certification?
While our documentation packages significantly simplify the certification process, the ultimate success of ISO certification depends on effective implementation. For organizations seeking further assurance, we also provide comprehensive support services, including guided implementation and internal audits, to help you confidently pass your certification audit.
Do you offer hands-on assistance if I need extra help during implementation?
Definitely! If you prefer a complete, hands-off solution, we offer a premium “Done-For-You” implementation service. Our ISO experts handle the full preparation, providing you with audit-ready documentation and detailed implementation support. You simply adopt the customized materials, follow the tailored guidelines, and confidently pass your audit.
