International ITSM standard: ISO/IEC 20000-1:2018 is the reference framework increasingly required by US enterprise procurement, federal contracts, and managed service provider tenders.

Documentation kit · ISO/IEC 20000-1:2018

Your ISO/IEC 20000 documentation, without starting from scratch.

Word and Excel templates to structure your service management system and prepare the certification audit.

Clauses 4 to 10, from context to improvement
Catalog, SLAs, incidents, problems, changes, continuity
114 editable files, independent of your ITSM tool
Annex SL: direct integration with an ISO 9001 QMS or an ISO/IEC 27001 ISMS

Buy the kit · $389

License per legal entityInstant download30-day money-back guarantee

114

Documents included

Clauses covered, 4 to 10

100%

Requirements mapped

Annex SL

High-level structure aligned

Who this kit is for

Designed for organizations that deliver, manage or operate IT services.

Four profiles, one need: an ISO/IEC 20000 documentation base ready to adapt.

CIOs and internal IT departments

Show professional service management to leadership: SLAs, incidents, changes, capacity.

Internal servicesSLAsExecutive leadership

MSPs and IT outsourcers

Demonstrate ITSM maturity in enterprise tenders, federal contracts and vendor onboarding.

Managed servicesTenders

SaaS and cloud providers

Structure the service lifecycle with auditable traceability, alongside SOC 2 and ISO/IEC 27001.

SaaSCloudRun and change

Consultants and ITSM firms

A documentation base to start ISO/IEC 20000 or ITIL 4 client engagements.

Client engagementsFirm license on request

What is in the kit

114 documents organized by ISO/IEC 20000-1:2018 clause.

The kit covers clauses 4 to 10 of ISO/IEC 20000-1:2018, including every clause 8 service management process: catalog, SLAs, incidents, problems, changes, capacity, continuity, security, suppliers, budgeting.

Master document list · ISO/IEC 20000-1:2018

Version 2.0, May 2026

114 documents · 76 Word · 38 Excel

Clause 4 · Context of the organization

5 documents · Issues, interested parties, SMS scope, SMS manual, third-party service policy.

W
Internal and External Context Analysis Procedure
X
Interested Parties Register
W
SMS Scope Statement
W
Service Management System Manual
W
Third-Party Service Policy

Clause 5 · Leadership

5 documents · Service management policy, management commitment, RACI, job descriptions, org chart.

W
Job Descriptions (Service Owner, Process Owner)
W
SMS Organization Chart
X
Roles and Responsibilities Matrix (RACI)
W
Management Commitment Charter
W
Service Management Policy

Clause 6 · Planning

5 documents · Risks and opportunities, objectives, service management plan, SMS change planning.

W
Risk Analysis and Treatment Procedure
W
SMS Change Planning Procedure
W
SMS Objectives and Associated Indicators
W
Service Management Plan (8 Inputs)
X
Risks and Opportunities Register

Clause 7 · Support of the SMS

16 documents · Resources, competence, awareness, communication, document control, backups, knowledge management.

W
Resource Management Procedure
W
Awareness Procedure
W
Internal and External Communication Procedure
W
Document Control Procedure
W
SMS Records Management Procedure
W
Knowledge Management Procedure
W
Knowledge Sharing and Dissemination Procedure
W
SMS Information Backup and Restoration Procedure
W
Lessons-Learned Capture Form
W
SMS Knowledge Base (Template)
X
Competence and Authorizations Register
X
Training and Awareness Actions Register
X
Internal and External Communications Register
X
Captured Knowledge Register
X
Competence Matrix and Training Plan
X
Register of Documents of External Origin

Clause 8 · Operational planning and service portfolio (8.1 and 8.2)

10 documents · Service portfolio and catalog, parties involved, assets, configuration information.

W
Operational Planning and Control Procedure
W
Service Portfolio Procedure
W
Procedure for Control of Parties Involved in the Service Lifecycle
W
Asset Management Procedure
W
Configuration Management Procedure
W
Service Catalogue (Template)
X
CMDB, Configuration Items Register
X
Service Assets Register
X
Configuration Information (5-Element Template)
W
Service Asset Policy and Inventory

Clause 8 · Relationship and agreement (8.3)

11 documents · Business relationship, service levels, SLA, OLA and UC, complaints, suppliers, service reviews.

W
Business Relationship Management Procedure
W
Service Level Management Procedure (SLM)
W
Complaint Management Procedure
W
Planned SLA Review with Customers Procedure
W
Supplier and Subcontractor Management Procedure
W
Service Review Minutes with Customers
W
SLA OLA UC Template (Underpinning Contract)
W
Service Report (Service Reporting)
W
Customer Service Agreement Template
X
Active SLA OLA UC Service Agreements Register
X
Customer Complaints and Handling Register

Clause 8 · Supply and demand (8.4)

8 documents · Service budgeting and accounting, demand management, capacity.

W
Budgeting and Accounting for Services Procedure
W
Demand Management Procedure
W
Capacity Management Procedure
X
Capacity Requirements and Targets
X
Demand Register, Forecast vs Actual
X
Capacity Plan and Register
X
Service Budgeting and Accounting Register
X
Inter-Service Billing Template

Clause 8 · Service design, build and transition (8.5)

11 documents · Change policy and procedure, emergency changes, design and transition, releases and deployment.

W
Change Management Procedure (Including Emergency Changes)
W
Service Design and Transition Procedure
W
Release and Deployment Management Procedure
W
Service Acceptance Criteria
W
Definition of Release Types and Frequency
W
Standard Release Plan
X
Change Register, RFCs and CAB Decisions
X
Emergency Changes Register
X
Releases and Deployments Register
X
New and Changed Services Register
W
Change Management Policy

Clause 8 · Resolution and fulfillment (8.6)

11 documents · Incidents and major incidents, service requests, problems, known errors, escalation.

W
Incident Management Procedure
W
Major Incident Management Procedure
W
Service Request Management Procedure
W
Problem Management Procedure
W
Prioritization and Classification Matrix for Incidents Requests Problems
W
Escalation Decision Tree
X
Incident Register
X
Major Incident Register
X
Service Request Register
X
Problem Register
X
Known Errors Register

Clause 8 · Service assurance (8.7)

11 documents · Availability, service continuity, information security.

W
Service Availability Management Procedure
W
Service Continuity Management Procedure
W
Information Security Controls Procedure
W
Information Security Incident Management Procedure
W
Continuity Plan Test Minutes
W
Service Continuity Plan(s)
X
Availability Requirements and Targets
X
Downtime and Availability Events Register
X
Information Security Incident Register
X
Applied Security Controls Register
W
Information Security Policy

Clause 9 · Performance evaluation

14 documents · Monitoring and measurement, customer satisfaction, internal audit, management review, service reporting.

W
Monitoring, Measurement, Analysis and Evaluation Procedure
W
Customer Satisfaction Procedure
W
SMS Internal Audit Procedure
W
Management Review Procedure
W
Service Reporting Procedure
W
Internal Audit Minutes
W
Management Review Minutes
W
Archived Service Reports
W
Service Report Template (Performance, Trends)
W
SLA Report Template (Target Attainment)
W
Monthly SMS Report Template
W
Internal Audit Finding Form
W
Preformatted Management Review Support 12 Inputs
X
Customer Satisfaction Results Register

Clause 10 · Improvement

5 documents · Nonconformities and corrective actions, continual improvement.

W
Nonconformity and Corrective Action Management Procedure
W
Continual Improvement Procedure
X
Nonconformities and Corrective Actions Register
X
Continual Improvement Actions Tracking
X
CSI Register, Nonconformities and Improvement Opportunities

Audit and control

2 documents · Multi-year audit program with clause-by-clause checklist, SMS indicators dashboard.

X
SMS Indicators Dashboard
X
Multi-Year Audit Program and Clause-by-Clause Audit Checklist

Full master document list, implementation checklist and one complete procedure in the free sample.

Why this kit exists

An ITSM system cannot be built from disparate ITIL templates.

7 normative clauses structured on Annex SL. Each one calls for written policies, traced processes and evidence.

Certifiable standard

ITIL is not ISO/IEC 20000

ITIL is a best-practice framework. The standard requires formal policies, structured documentation and traceability that ITSM tools do not provide.

IT vendor RFPs

Enterprise and government buyers require it

Fortune 500 procurement, federal agencies and regulated industries include ISO/IEC 20000 in IT vendor RFPs and service agreements.

Since 2018

Annex SL changed the game

Context, leadership, risk and interested parties: requirements that legacy ITSM manuals never documented.

$15,000 to $40,000

A consulting engagement is costly

20 to 60 consultant days for the implementation. The kit provides that base, your budget goes to tooling and training.

Clause-by-clause mapping

Every ISO/IEC 20000-1:2018 requirement → one document in the kit.

Clause by clause, the normative text and the documents provided. This is what a certification auditor asks to see first.

4.1 to 4.4

Context: internal/external issues, interested parties, SMS scope, general requirements

Context analysisInterested parties registerScope statementSMS manualThird-party services policy

5.1 to 5.3

Leadership: management commitment, service management policy, roles and responsibilities

SMS policyManagement commitmentRACI matrixRole descriptionsSMS organizational chart

6.1 to 6.3

Planning: actions to address risks and opportunities, objectives, SMS change planning

Risk procedureRisk registerSMS objectivesService management planSMS changes

7.1 to 7.5

SMS support: resources, competence, awareness, communication, documentation

Resource managementCompetency matrixTraining planAwarenessCommunication procedureDocument controlRecords management

7.6

Knowledge management: determine, maintain, share knowledge needed for the SMS and services (new clause 2018)

Knowledge management procedureKnowledge baseLessons-learned formDissemination procedure

8.1 to 8.2

Operational planning, service portfolio, lifecycle stakeholder control, service catalog, asset and configuration management

Operational planningService portfolioService catalogThird-party controlAsset managementConfiguration managementConfiguration information

8.3.1 to 8.3.4

Business relationship, service level management, external supplier management (contract) and internal (documented agreement)

Business relationshipSLM procedureSLA templateExternal supplier contractInternal supplier agreementComplaint management

8.4.1 to 8.4.3

Supply and demand: service budgeting and accounting, demand management, capacity management

Service budgetingService accountingBilling templateDemand managementCapacity managementCapacity requirements

8.5.1 to 8.5.3

Change management policy, change procedure, design and transition of new/changed services, release and deployment management

Change policyChange procedureDesign & transitionAcceptance criteriaRelease managementRelease types and frequencyRelease plan

8.6.1 to 8.6.3

Incident management (including major incidents), service request management, problem management

Incident managementMajor incidentsService requestsProblem managementEscalation tree

8.7.1 to 8.7.3

Service assurance: availability management, continuity management, information security management (policy, controls, incidents), aligned with HIPAA Security Rule and SOC 2

Availability managementAvailability requirementsContinuity managementContinuity plan(s)Information security policySecurity controlsInformation security incidents

9.1 to 9.3

Monitoring, measurement, analysis, evaluation; internal audit; management review (12 mandatory inputs)

Monitoring and measurementSMS dashboardCustomer satisfactionInternal audit procedureAudit programManagement reviewReview agenda

9.4

Service reporting: reporting requirements, trends, decisions and actions based on reports

Service reporting procedureService report templateSLA report templateMonthly SMS report

10.1 to 10.2

Nonconformities and corrective actions, continual improvement with opportunity evaluation criteria

Nonconformity managementCorrective actionsNC registerContinual improvementEvaluation criteriaCSI register

Not included

Elements specific to each organization and its ITSM tooling, which must be filled in or configured case by case by your team

Filled-in configuration information (real inventory)SLAs signed with customersSigned external supplier contractsITSM tool configurationTechnical runbooks per serviceOperational technical procedures (per infrastructure)Tested continuity plan (DRP)

XDelivered in Excel in the kit: the multi-year audit program with its clause-by-clause checklist, and the SMS indicators dashboard.

Technical compliance

The points an experienced ISO/IEC 20000 auditor checks.

Ten requirements auditors check first. The kit addresses them one by one.

Integrated service lifecycle

Planning, design, transition, delivery and improvement linked together, not siloed processes.

Clause 8

Defined SMS scope

Included services, justified exclusions. Third parties cannot operate all services in scope.

4.3 and 8.2.3

Configuration information: 5 attributes

Unique identifier, type, description, relationships with other CIs, status.

8.2.6

Measured and reported SLAs

Service level targets, workload limits, exceptions, actual performance, analyzed gaps.

8.3.3

Major incidents handled apart

Documented procedure, trigger criteria, top management informed, post-incident review.

8.6.1

Documented change policy

Items under control, change categories including emergency, major impact criteria.

8.5.1.1

Continuity plan: 5 elements

Invocation criteria, major service loss, availability targets, recovery, return to normal.

8.7.2

Knowledge management

Knowledge determined, maintained, relevant and accessible to support the SMS and services.

7.6

Management review: 12 inputs

Previous actions, context, trends, policy, service and supplier performance, risks.

9.3

Control of parties involved

Services, components and processes operated by third parties identified, with evaluation criteria.

8.2.3

20000

ISO/IEC 20000: international recognition

International IT service management standard. Its Annex SL structure integrates with ISO 9001 and ISO/IEC 27001.

United States and CanadaITIL 4ISO 9001 and ISO/IEC 27001 (Annex SL)SOC 2 Trust Services CriteriaNIST 800-53 SI/CP families

ITSM flash audit

Where do you stand today?

Answer the 14 questions covering the 7 normative chapters of ISO/IEC 20000-1:2018 (chapters 4 to 10) to get your SMS maturity score. Instant result, free, no personal information required.

Question 1 / 14

Chapter 4: Context

/ 100

Buy the ISO 20000 Package · $389

Deployment process

From order to certification audit, here is the route.

Day 1

Download

Full ZIP: 114 Word and Excel documents.

Weeks 1 to 4

Customization

SMS scope, service catalog, ITSM tool, RACI, Service Owner and Process Owner roles.

Weeks 5 to 12

Implementation

Processes deployed in your tooling, training, first records, first service reviews.

Weeks 12 to 16

Mock audit

Internal audit with the kit's checklist, action plan, certification audit readiness.

Typical timeline: 12 to 16 weeks to an SMS ready for the certification audit, depending on your ITSM maturity and tooling.

Need a hand? Our consultants can tailor the kit to your site and support the rollout, on quote.

Request a quote

Risk-free

30-day guarantee, no questions asked.

You test the package. If you change your mind, we refund you.

You have 30 days to download the package, review its content, open the documents, and verify that the writing quality matches your expectations. If something is off, you write us an email, no justification needed, and the refund is processed within 5 business days. That simple.

Frequently asked questions

Answers to your most common questions.

Is the kit enough to get ISO/IEC 20000 certified?

No. It provides the documentation for clauses 4 to 10. Certification depends on implementation: ITSM tool configured, configuration information, records, management review, internal audit.

Are the documents editable?

Yes. 76 Word files and 38 Excel files, no locked PDFs. Neutral layout, ready for your logo and references.

Is the kit tied to an ITSM tool?

No. The procedures describe what the standard requires without imposing a tool: ServiceNow, Jira Service Management, BMC Remedy, GLPI, iTop or an in-house tool.

Does the license cover several entities?

It covers one legal entity, with unlimited internal use. Groups, subsidiaries or consulting firms: contact us for a suitable license.

When will I receive the files?

As soon as payment is confirmed: a link on the confirmation page and by email. Full ZIP, folders by document type.

What if the kit does not suit me?

You have 30 days to review it. Write to support@qse-academy.com explaining what does not meet your needs: the refund is issued to your original payment method, 4 to 5 business days after processing.

Take the next step

Your ISO/IEC 20000 documentation. Ready today.

114 Word and Excel documents, instant download after payment.