Iso 20000 Manual Documents

D129: DEMO OF ISO 20000-1:2018 DOCUMENTATION KIT Price 550 USD
A completely editable documentation package (SMS Manual, ITSMS Plan, Procedures, Policies,
SOPs, Job Descriptions, Forms, Audit Checklists, etc.)
Buy: www.Documentationconsultancy.com
Chapter-1.0 Contents of ISO 20000-1:2018 Documentation Kit
(More than 150 document files)
A. The totally editable documentation kit has 9 main directories as below:
Sr.
List of Directories Details of Documents
No.
1. SMS Manual 14 files in MS Word
02 Files - 45 Pages in MS Word and
2. ITSMS Plan
process flow in image
3. SMS Procedures 20 procedures in MS Word
4. Policies 14 policies in MS Word
09 Standard Operating Procedures in MS
5. Standard Operating Procedures
Word
6. Job Description 24 Job description in MS Word
Blank Formats /Templates
69 Blank formats in MS Word / Excel
Name of departments
Admin (Admin) 12 formats in Ms. Word / Excel
HW 06 formats in Ms. Word / Excel
Information Security (IS) 02 formats in Ms. Word / Excel
7.
Marketing (MKT) 02 formats in Ms. Word / Excel
Purchase (PUR) 05 formats in Ms. Word / Excel
Service (SER) 17 formats in Ms. Word / Excel
SMS 17 formats in Ms. Word / Excel
Training (TRG) 08 formats in Ms. Word / Excel
8. ISO 20000-1:2018 Audit Checklist More than 500 questions

ISO 20000-1:2018 Compliance Matrix
9. (Requirement wise reference of documented 01 File in MS-Excel
information)
Total 150 files in editable form for Quick Download by e-delivery
For more information about ISO 20000-1:2018 Documentation kit Click Here
www.globalmanagergroup.com E mail sales@globalmanagergroup.com Tele: +91-79-2979 5322 Page 1 of 10

B. Documented information package:
Our documentation kit comprises sample documents required for ISO 20000-1:2018
certification as listed below. All documents are in MS Word / Excel format and you can edit
them. You can make changes as per your company’s needs and within few days your
entire documents with all necessary system requirements can become ready. In the ISO
20000-1:2018, at few places, documented information are required. But for making the
system better, we have provided many editable templates from which a user can select and
make some minor changes to make own system. Now, ISO 20000-1:2018 standard does not
require manual, procedures, etc. It requires two types of documented information as listed
below:
1. Maintain documented information (Scope, SMS Manual, etc.)
2. Retain documented information (Forms / Templates)
Under the given directories, further files are provided in MS word document as per the
details given below. All the documents are related to IT services industry.
1. SMS Manual (10 Chapters and 3 Annexure):
This is a sample copy of 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. The manual
covers ISO 20000-1:2018 documents for tier-1 of documented information. It has total 10 chapters
covering company profile, amendment sheet, index, and clause-wise details on how ISO 20000-
1:2018 system is implemented in an organization.
(A) Table of Contents
Chapter Page ISO 20000 -1:2018
Subject
No. No. Clause Reference
Section – 1
1. Table of contents and authorization statement 1–4 -----
2. Company profile 1–2 -----
3. Control and distribution 1–3 -----
Section – 2
Chapter
Title of SMS manual chapter Page no. ISO 20000-1 REQ.
No.
Context of the organization 4.0
Understanding the organization and its context 4.1
Understanding the needs and expectations of interested
4.2
4. parties 1–1
Determining the scope of the service management
4.3
system
Service management system 4.4
5. Leadership 1–8 5.0

Leadership and commitment 5.1
Policy 5.2
Establishing the service management policy 5.2.1
Communicating the service management policy 5.2.2
Organizational roles, responsibilities and authorities 5.3
Planning 6.0
Actions to address risks and opportunities 6.1
Service management objectives and planning to achieve
6.2
6. them 1–3
Establish objectives 6.2.1
Plan to achieve objectives 6.2.2
Plan the service management system 6.3
Support 7.0
Resources 7.1
Competence 7.2
Awareness 7.3
Communication 7.4
7. Documented information 1–5 7.5
General 7.5.1
Creating & Updating 7.5.2
Control of documented information 7.5.3
Service management system documented information 7.5.4
Knowledge 7.6
Operation 8.0
Operational planning and control 8.1
Service Portfolio 8.2
Service delivery 8.2.1
Plan the services 8.2.2
Control of parties involved in the service lifecycle 8.2.3
Service catalogue management 8.2.4
Asset management 8.2.5
8. Configuration management 1 – 11 8.2.6
Relationship and agreement 8.3
General 8.3.1
Business relationship management 8.3.2
Service level management 8.3.3
Supplier management 8.3.4
Supply and Demand 8.4
Budgeting and accounting for services 8.4.1
Demand management 8.4.2

Capacity management 8.4.3
Service design, build and transition 8.5
Change management 8.5.1
Service design and transition 8.5.2
Release and deployment management 8.5.3
Resolution and fulfillment 8.6
Incident management 8.6.1
Service request management 8.6.2
Problem management 8.6.3
Service assurance 8.7
Service availability management 8.7.1
Service continuity management 8.7.2
Information security management 8.7.3
Performance Evaluation 9.0
Monitoring, measurement, analysis and evaluation 9.1
9. Internal audit 1–5 9.2
Management review 9.3
Service reporting 9.4
Improvement 10.0
10. Nonconformity and corrective action 1–2 10.1
Continual Improvement 10.2
Annexure
ANX-I List of SMS Procedures 1–2 -
ANX-II Glossary of Terms 1–1 -
ANX-III Process Flow Chart 1–4 -
2. ITSMS Plan:
It includes the complete IT service management system plan with interlnikage of various
processes and reference of procedures, ITSMS policy and objectives. It covers the frame work to
fulfill the service requirements.
3. Procedures (20 procedures):
Sample copies of 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.
List of Procedures
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
9. Procedure for Service Continuity
10. Procedure for Budgeting and Accounting Services
11. Procedure for Capacity Management
12. Procedure for Incident Management
13. Procedure to Manage Service Complaints
14. Procedure for Supplier Management
15. Procedure for Problem Management
16. Procedure for Configuration Management
17. Procedure for Organization Security
18. Procedure for Training
19. Procedure for Availability Management
20. Procedure for Corrective Action
4. Policies (14 policies)
Sample copies of guidelines covering policies as per ISO 20000-1:2018 are provided; the list of
sample policies provided in the kit is as below.
List of Policies
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
9. Information Security Policy
10. Internet Policy
11. Problem Management Policy
12. Release Management Policy
13. Service Management Policy
14. Supplier Management Policy

5. Standard Operating Procedures (09 SOPs):
This directory of the 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 samples given are as a guide and not
compulsory to follow and organization is free to change the same to suit own requirements.
List of Standard Operating Procedures
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
8. SOP for Change Control Management
9. SOP for Release and Deployment
6. Job Descriptions (24 job descriptions)
This directory covers sample copy of job descriptions covering 24 different categories of personnel
including their responsibility and authority. All job descriptions are listed below:
List of Job Descriptions
1. Roles and Responsibilities 13. Networking Engineer
2. Availability Manager 14. Problem Manager
3. Business Development Manager 15. Project Manager
4. Capacity Manager 16. Purchase Manager
5. Change Manager 17. QA Manager
6. Configuration Manager 18. Release and Deployment Manager
7. Director 19. Accounts Manager
8. HR Head 20. Service Continuity Manager
9. Incident Manager 21. Service Engineers
10. Information Security Manager 22. Service Reporting Manager
11. Manager Service 23. SLM Manager
12. MR 24. Team Lead
7. Blank sample formats for all the departments (69 sample formats)
This 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. The blank formats can be used as
templates. A total of 69 blank formats are provided as per the list given below.
List of blank formats
1. Visitor Entry Register 36. Availability Plan template
2. Employee leaving/transfer/termination Checklist 37. Capacity Plan template
3. Employment confidentiality and Non-competition 38. Configuration Plan template

agreement
4. Vehicle Requisition Form 39. Contract template
Experience, Personal Information & Assessment
5. Chart (EPIAC)
40. Key performance indicator template
6. Duty Resumption Form 41. Service acceptance criteria template
7. Employee Performance Appraisal Form 42. Service continuity plan template
8. Expense Claim Form 43. Service level agreement
9. Human Resource Requisition Form 44. Service catalogue template
Master List And Distribution List Of SMS
10. Record Of Disciplinary Action 45.
Documents
11. Exit Interview Form 46. Change Request Form
12. Job Description 47. Corrective Action Report
13. Breakdown History Card 48. Master List Of Records
14. Preventive Maintenance Form 49. Service Improvement Plan
15. Assets Register 50. Audit Plan / Program
16. Software License Control Form 51. Internal Audit Non-Conformity Report
17. Backup Strategy Form 52. Audit Checklist Report
18. Hardware Modification Impact Assessment 53. Process Improvement Form
19. Incident Types & Max Permissible Limit 54. Change Control Log
Weekly/Monthly Project Review Minutes Of
20. New User Creation Form 55.
Meeting
21. Customer Feed Back Form 56. Internal Quality Audit - Observation Sheet
22. Customer Complaint Report 57. Agenda For Management Reviews
23. Purchase Order 58. Minutes Of The Management Review Meeting
24. Office Supplies Request Form 59. Business Continuity Test Report
25. Purchase Request Form 60. Non-Conformance Report Log
26. Purchase Request Flow Register 61. Objective Monitoring Sheets
Supplier confidentiality and Non-competition
27. agreement
62. Training Calendar
28. Service Management Plan 63. Employees Competence Report
29. Component Failure Impact Analysis 64. Induction Training Report
30. Risk Management And Tracking Sheet 65. Training Report
31. Issue Log 66. Skills Matrix Sheet
32. Change Request Forms 67. Requisition For Training
33. Operational Level Agreement Template 68. Record Of Training Attended By The Employee
34. Capacity Planning 69. Training Participant’s Feedback Form
35. Customer Service Report
8. ISO 20000-1:2018 Audit Checklists (More than 500 Questions)

In total, two checklists – ISO 20000-1:2018 requirements wise as well as gap analysis checklist – are
provided. These 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.
9. ISO 20000-1:2018 compliance matrix
This 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.

Chapter-2.0 ABOUT COMPANY

Global manager group is a progressive company promoted by a group of qualified
engineers and management graduates having rich experience of over 25 years in ISO
consultancy and management areas. The company serves the global customers through
on-site and off-site modes of service delivery systems. We offer a full range of consulting
services geared towards helping all types of organizations to achieve competitiveness,
certifications and compliance to international standards and regulations. So far, we have
more than 2700 clients in more than 36 countries. Our readymade training and
editable documentation kit helps the client in making their documents with ease and
complying with the related ISO standard faster.
1. Our promoters and engineers have rich experience of providing management training and ISO
series consultancy for more than 2700 companies globally. We have clients in more than 36
countries.
2. We are a highly qualified team of 80 members (M.B.A., Degree Engineers). Our Director has
rich professional experience in this field (since 1991).
3. We have 100% success rate in ISO series certification for our clients from reputed certifying
bodies. We possess a branded image and are a leading name in the global market.
4. We suggest continual improvement and cost reduction measures as well as provide highly
informative training presentations and other products that give you payback within 2 months
against our cost.
5. So far, we have trained more than 50000 employees in ISO series certification.
6. We have spent more than 60000 man-days (170 man-years) in the preparation of ISO
documents and training slides.
Global Manager Group is committed for:

1. Personal involvement and commitment from the day one
2. Optimum charges
3. Professional approach
4. Hard work and updating the knowledge of team members
5. Strengthening clients by system establishment and providing best training materials in
any areas of management to make their house in proper manner
6. Establishing strong internal control with the help of system and use of the latest
management techniques.

Chapter-3.0 USER FUNCTION
3.1 Hardware and Software Requirements
A. Hardware
 Our documentation kit can better perform with the help of P4 and higher computers
with a minimum of 10 GB hard disk space.
 For better visual impact, you may keep the setting at high color.
B. Software
 Documents are written in MS-Office 2007 and Windows XP programs. You are,
therefore, required to have MS-Office 2007 or higher versions with Windows XP.
3.2 Features of Documentation Kit

 The kit contains all necessary documents as listed, and complies with the
requirements of system standards.
 The documents are written in easy to understand English language.
 This kit will save much time in typing and preparing your documents at your own.
 The kit is user-friendly to adopt and easy to learn.
 The contents of this kit are developed under the guidance of experienced experts.
 The kit provides a model of the management system that is simple and free from
excessive paperwork.

Chapter-4.0 BENEFITS OF USING OUR DOCUMENTATION KIT

1. By using these documents, you can save a lot of your precious time while preparing
the ISO documents.
2. The kit takes care of all the sections and sub-sections of ISO 20000-1:2018 standards
and helps you to establish better system.
3. This documentation kit enables you to change the contents and print as many copies
as you need. The user can modify the documents as per their industry requirements
and create their own ISO 20000-1:2018 documents for their organization.
4. It will save much cost in document preparation.
5. You will get a better control in your system due to our proven formats.
6. You will also get a better control in your system as our proven documents and
templates are developed under the guidance of experts and globally proven
consultants. The team has a rich experience of more than 25 years in the ISO
consultancy.
7. Our products are highly sold across the globe and are used by many multinational
companies. They have got total satisfaction as well as experienced value for money.
8. In the preparation of documentation kit, our team has verified and evaluated the entire
content at various levels. More than 1000 hours have been spent in the preparation of
this documentation kit.
9. The entire kit is prepared by a globally proven team of leading ISO consultants.
Chapter-5.0 METHOD OF ONLINE DELIVERY
On completion of the secured purchase, we provide a username and password to

download the product from our FTP server. We provide instant online delivery of our
products to the user by sending an e-mail of username and password.
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What does the documentation kit contain?

What does the documentation kit contain?

How can the documentation kit help users?

How can the documentation kit help users?

D129: DEMO OF ISO 20000-1:2018 DOCUMENTATION KIT Price 550 USD

A. The totally editable documentation kit has 9 main directories as below:

8. ISO 20000-1:2018 Audit Checklist More than 500 questions

Total 150 files in editable form for Quick Download by e-delivery

www.globalmanagergroup.com E mail sales@globalmanagergroup.com Tele: +91-79-2979 5322 Page 1 of 10

www.globalmanagergroup.com E mail sales@globalmanagergroup.com Tele: +91-79-2979 5322 Page 2 of 10

www.globalmanagergroup.com E mail sales@globalmanagergroup.com Tele: +91-79-2979 5322 Page 3 of 10

www.globalmanagergroup.com E mail sales@globalmanagergroup.com Tele: +91-79-2979 5322 Page 4 of 10

www.globalmanagergroup.com E mail sales@globalmanagergroup.com Tele: +91-79-2979 5322 Page 5 of 10

www.globalmanagergroup.com E mail sales@globalmanagergroup.com Tele: +91-79-2979 5322 Page 6 of 10

8. ISO 20000-1:2018 Audit Checklists (More than 500 Questions)

www.globalmanagergroup.com E mail sales@globalmanagergroup.com Tele: +91-79-2979 5322 Page 7 of 10

Chapter-2.0 ABOUT COMPANY

Global Manager Group is committed for:

www.globalmanagergroup.com E mail sales@globalmanagergroup.com Tele: +91-79-2979 5322 Page 8 of 10

3.2 Features of Documentation Kit

www.globalmanagergroup.com E mail sales@globalmanagergroup.com Tele: +91-79-2979 5322 Page 9 of 10

Chapter-4.0 BENEFITS OF USING OUR DOCUMENTATION KIT

Chapter-5.0 METHOD OF ONLINE DELIVERY

On completion of the secured purchase, we provide a username and password to

For purchase, Click Here BUY

www.globalmanagergroup.com E mail sales@globalmanagergroup.com Tele: +91-79-2979 5322 Page 10 of 10

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