ISO 20000 2018 Package
2024-10-28 11:05ISO 20000 2018 Package
Get your accreditation at the lowest possible cost
ISO/IEC 20000 2018 complete package
2018 version
Price : 489 $
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
Comprehensive Guide to ISO/IEC 20000-1:2018: Chapter-by-Chapter Breakdown of IT Service Management System Requirements
Chapter 1: Scope
This chapter defines the scope and applicability of ISO 20000-1:2018 for organizations aiming to establish an effective service management system (SMS).
Key Requirements:
- Applicability: ISO 20000 is applicable to any organization, regardless of size or type, that is involved in the planning, design, transition, delivery, and improvement of IT services.
- Service Management System (SMS): The standard outlines the requirements for a service management system that supports the planning, delivery, and continual improvement of IT services.
- Customer Focus: The SMS must ensure that IT services meet the agreed service requirements and satisfy customer expectations.
Chapter 2: Normative References
This chapter details the referenced documents that are necessary for understanding and applying ISO 20000-1:2018.
Key Requirements:
- ISO/IEC Standards: ISO 20000 integrates with other ISO standards, such as ISO 9001 (Quality Management Systems) and ISO/IEC 27001 (Information Security Management), providing a holistic framework for service management.
Chapter 3: Terms and Definitions
This chapter provides definitions of key terms and concepts used in the standard to ensure a common understanding.
Key Requirements:
- Key Terminology: Important terms like “service management,” “service request,” “service level agreement (SLA),” and “incident management” are defined to help organizations implement the SMS consistently.
Chapter 4: Context of the Organization
This chapter focuses on understanding the organization’s internal and external context as it relates to the service management system.
Key Requirements:
- Understanding Organizational Context: Organizations must determine external and internal issues that could affect the SMS, such as technological changes, market demands, and regulatory requirements.
- Interested Parties: Organizations need to identify and understand the needs and expectations of stakeholders, including customers, service providers, suppliers, and regulators.
- Scope of the SMS: The scope of the SMS must be defined, taking into account the nature of the IT services offered and the organization’s objectives. The boundaries of the SMS must be clear to all stakeholders.
Chapter 5: Leadership
This chapter emphasizes the responsibility of top management in establishing, maintaining, and continually improving the SMS.
Key Requirements:
- Leadership Commitment: Top management must demonstrate leadership and commitment to the SMS, ensuring it is aligned with the organization’s strategic direction and customer needs.
- Service Management Policy: Leadership must establish a service management policy that outlines the organization’s commitment to service quality, customer satisfaction, and continual improvement.
- Roles and Responsibilities: Roles, responsibilities, and authorities related to service management must be clearly defined, communicated, and understood across the organization.
Chapter 6: Planning
This chapter covers the planning required for the effective implementation and operation of the SMS, with a focus on risk management and setting measurable objectives.
Key Requirements:
- Risk and Opportunity Management: Organizations must identify and address risks and opportunities that could affect the SMS’s ability to meet service objectives.
- Service Management Objectives: Measurable service management objectives must be established and aligned with customer requirements and organizational goals. These objectives should be regularly monitored and updated.
- Planning of Changes: Any changes to the SMS or services must be planned and implemented in a controlled manner to ensure they do not negatively impact service delivery.
Chapter 7: Support
This chapter outlines the resources, competence, and documentation necessary to implement, maintain, and improve the SMS.
Key Requirements:
- Resources: Adequate resources (personnel, technology, infrastructure) must be provided to support the SMS and ensure consistent service delivery.
- Competence and Awareness: Personnel involved in service management must be competent for their roles. Ongoing training and awareness programs must ensure that employees understand their responsibilities within the SMS.
- Communication: Clear internal and external communication processes must be established to support effective service management.
- Documented Information: Key processes and procedures related to the SMS must be documented and controlled to ensure accuracy, consistency, and traceability. This includes maintaining service level agreements (SLAs), operational procedures, and incident management records.
Chapter 8: Operation
This chapter addresses the operational aspects of service management, including service delivery, service level management, incident management, and service continuity.
Key Requirements:
- Service Delivery: Organizations must plan, implement, and control service delivery to meet agreed service levels. This includes capacity management, availability management, and ensuring continuity in service delivery.
- Service Level Management: The SMS must ensure that SLAs are in place, agreed with customers, and monitored regularly to verify compliance. Service performance against SLAs must be measured and reported to stakeholders.
- Incident and Problem Management: A structured process must be in place to manage incidents and problems, ensuring they are resolved in a timely manner and that root causes are identified and addressed.
- Change Management: Any changes to services or the SMS must be managed in a controlled manner, minimizing disruption and ensuring customer expectations are met.
- Service Continuity: Organizations must implement processes to ensure service continuity in the event of a disruption, such as disasters, failures, or security breaches.
Chapter 9: Performance Evaluation
This chapter focuses on the monitoring and evaluation of the SMS and the services delivered to ensure continuous improvement.
Key Requirements:
- Monitoring and Measurement: Organizations must establish key performance indicators (KPIs) to monitor the effectiveness of the SMS and service performance. This includes customer satisfaction metrics, service availability, and incident resolution times.
- Internal Audits: Regular internal audits must be conducted to assess the effectiveness and compliance of the SMS with ISO 20000-1:2018 and customer requirements.
- Management Reviews: Top management must conduct regular reviews of the SMS to assess its performance, identify improvement opportunities, and ensure alignment with organizational objectives and customer needs.
Chapter 10: Improvement
The final chapter focuses on continual improvement, corrective actions, and addressing nonconformities in the service management system.
Key Requirements:
- Continual Improvement: Organizations must implement a structured approach to continually improving the SMS, focusing on enhancing service quality, customer satisfaction, and operational efficiency.
- Corrective Actions: Nonconformities must be identified, analyzed, and addressed through documented corrective actions to prevent recurrence. This includes root cause analysis and tracking the effectiveness of corrective actions.
- Problem Solving: A formal process must be in place to address any issues or deviations from the planned service delivery, ensuring that lessons are learned and improvements are implemented.
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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
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