ISO/IEC 20000 Documentation Package — Service Management System

The package gives you the complete documentation foundation required by ISO/IEC 20000-1:2018 (chapters 4 to 10). To pass a certification audit, you also need to implement the processes in the field: configure the ITSM tool, populate the configuration information, maintain incident and change records, conduct a management review, run an internal audit, execute an improvement cycle. The package saves you the 6 to 12 months of writing work. Operational implementation remains your work (typically 8 to 16 weeks depending on initial ITIL maturity).

ITIL is a best-practice framework; ISO/IEC 20000 is a certifiable standard with formal requirements. Generic ITIL templates don't cover Annex SL requirements (organizational context, interested parties, risk analysis, management review, internal audit) or the mandatory documentation structure imposed by chapter 7.5 of the standard. The QSE Academy package is written specifically for the 2018 version with a verifiable clause-by-clause mapping the auditor can use directly.

Certification is delivered by accredited certification bodies — in the US: BSI, SGS, DNV, Bureau Veritas, LRQA, NQA, Intertek, A2LA, themselves accredited by ANAB or other IAF-recognized bodies. The audit takes place in two stages: a Stage 1 audit (SMS documentation review, identification of major findings) followed by a Stage 2 audit (verification of field implementation). The certification cycle is 3 years, with annual surveillance audits. The package prepares you for the entirety of Stage 1 and forms the documentation base for Stage 2.

Plan 3 to 5 weeks to customize the documents: define the SMS scope, assign Service Owner and Process Owner roles, adapt the service catalog to your real offering, align the procedures with your ITSM tool (ServiceNow, Jira SM, BMC Remedy, Cherwell, Ivanti, BMC Helix, GLPI, iTop, or other). Then plan time for operational implementation: tool configuration, team training, start of records, mock audit — 8 to 16 additional weeks depending on organization size and initial ITSM maturity.

All documents are delivered in fully editable Microsoft Word (.docx) format. No locked PDFs, no proprietary software dependency. The ISO/IEC 20000-1:2018 mapping matrix is delivered in Excel format. The graphic charter is neutral, ready to receive your visual identity and internal nomenclature.

Yes. The 2018 version of ISO/IEC 20000-1 uses the Annex SL high-level structure, identical to that of ISO 9001 and ISO/IEC 27001. The package is built on this structure, which allows direct integration with an existing Quality Management System (QMS) or Information Security Management System (ISMS). Policies, risk procedures, management review, and internal audit can be shared across management systems — and many controls map directly to SOC 2 Trust Services Criteria, the HIPAA Security Rule, and NIST 800-53 SI/CP/CM control families.

No. The package is fully independent of any ITSM tool. The procedures describe the "what" and the "why" compliant with the standard, leaving your team the choice of "how" (tooling, automation, workflows). Whether you use ServiceNow, Jira Service Management, BMC Remedy, Cherwell, Ivanti, BMC Helix, GLPI, iTop, Atera, ConnectWise, or an internally developed tool, the package procedures apply.

The $689 license covers a single legal entity, with unlimited internal use (all your team members can use the package). For multi-entity rollout, group use with subsidiaries, or consulting use across multiple clients, contact us for an adapted license.

Yes. In case of an ISO/IEC 20000-1 revision, official amendment, or significant evolution of related standards (ISO/IEC 20000-10 concepts and vocabulary, Part 2 application guide), you receive relevant updates free of charge for 12 months after your purchase.

You're covered by a 30-day money-back guarantee, no conditions. You write us a simple email — no justification required — and the refund is processed within 5 business days.