ITIL & ISO 20000 Premium Documentation Toolkit

Note: ISO 20000 documentation should preferably be implemented in the order in which it is listed in
project plan (see Project Plan document).

ITIL documentation should be implemented if and when you assess it is required.

Number Relevant clauses in the Mandatory Aligned with

in the Document name ISO 20000 Standard / ITIL according to ITIL
package processes ISO 20000 guidelines

0. Procedure for Document and ISO 20000: 4.3.2 and 4.3.3

Record Control

1. Project Plan

2. SMS Policy ISO 20000: 4.3.1.; 4.1.1.a),

4.1.2, 4.1.4

3. SMS Plan ISO 20000: 4.1.1, 4.1.4,

4.2, 4.3.1, 4.4.1, 4.4.2,
4.5.1, 4.5.2, 4.5.3, 5.3.h),
6.2

3.2. Appendix 1 List of Services ISO 20000: 4.5.2.f)

3.3. Appendix 2 Training and ISO 20000: 4.4.2.; 4.5.2.l)

Awareness Plan
ITIL: Knowledge
Management Process

4. Service Management
Processes and Functions

4.1. Operations Management

4.1.1. Event Management Process ITIL: Event Management

Process

4.1.1.1. Appendix 1 Event ITIL: Event Management

Management Catalogue Process

4.1.1.2. Appendix 2 Event Record ITIL: Event Management

Template Process

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4.1.2. Incident Management ISO 20000: 4.3.1, 8.1,

Process 6.6.3

ITIL: Incident
Management Process

4.1.2.1. Incident Management Policy ISO 20000: 4.3.1, 8.1,

6.6.3

ITIL: Incident
Management Process

4.1.2.2. Incident Measurements and ISO 20000: 4.3.1, 8.1,

Metrics 6.6.3

ITIL: Incident
Management Process

4.1.2.3. Appendix 1 Incident ISO 20000: 8.1, 6.6.3

Catalogue Template
ITIL: Incident
Management Process

4.1.2.4. Appendix 2 Incident Record ISO 20000: 8.1, 6.6.3

Template
ITIL: Incident
Management Process

4.1.2.5. Appendix 3 Major Incident ISO 20000: 8.1

Report Template
ITIL: Incident
Management Process

4.1.3. Request Fulfillment Process ISO 20000: 4.3.1, 8.1,

6.6.3

ITIL: Request Fulfillment

Process

4.1.3.1. Appendix 1 Service Request ISO 20000: 8.1

Catalogue Template
ITIL: Request Fulfillment
Process

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4.1.3.2. Appendix 2 Service Request ISO 20000: 8.1

Record Template
ITIL: Request Fulfillment
Process

4.1.3.3. Appendix 3 Service Request ISO 20000: 8.1

Form Template
ITIL: Request Fulfillment
Process

4.1.4. Problem Management ISO 20000: 4.3.1, 8.2, 8.1

Process
ITIL: Problem
Management Process

4.1.4.1. Problem Management Policy ISO 20000: 8.2

ITIL: Problem
Management Process

4.1.4.2. Appendix 1 Problem ISO 20000: 8.2

Catalogue Template
ITIL: Problem
Management Process

4.1.4.3. Appendix 2 Problem Record ISO 20000: 8.2

Template
ITIL: Problem
Management Process

4.1.4.4. Appendix 3 Major Problem ITIL: Problem

Report Template Management Process

4.1.4.5.. Appendix 4 Known Error ISO 20000: 8.2

Record Template
ITIL: Problem
Management Process

4.1.4.6. Appendix 5 Minutes of ITIL: Problem

Meeting of Major Problem Management Process
Review

4.1.5. Access Management Process ITIL: Access Management

Process

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4.1.5.1. Appendix 1 Conflicts and ITIL: Access Management

Exceptions Template Process

4.1.6. Business Relationship ISO 20000: 4.3.1, 7.1

Management Process
ITIL: Business Relationship
Management Process

4.1.6.1. Appendix 1 Customer ISO 20000: 7.1

Portfolio
ITIL: Business Relationship
Management Process

4.1.6.2. Appendix 2 Customer ISO 20000: 6.2, 7.1

Complaint Report
ITIL: Business Relationship
Management Process

4.1.6.3. Appendix 3 Customer ISO 20000: 6.2, 7.1

Satisfaction Survey
ITIL: Business Relationship
Management Process

4.1.6.4. Appendix 4 Service ISO 20000: 7.1

Performance Review Report
ITIL: Business Relationship
Template
Management Process

4.1.6.5. Appendix 5 Customer ITIL: Business Relationship

Compliment Report Management Process

4.1.7. Financial Management ISO 20000: 4.3.1, 6.4

Process
ITIL: Financial
Management Process

4.1.7.1. Appendix 1 Budgeting and ISO 20000: 6.4

Controlling Template
ITIL: Financial
Management Process

4.1.8. Service Desk Function ITIL: Service Desk

Function

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4.1.9. Technical Management ITIL: Technical

Function Management Function

4.1.10. IT Operations Management ITIL: IT Operations

Function Management Function

4.1.10.1. Appendix 1 Operations Log ITIL: IT Operations

Management Function

4.1.10.2. Appendix 2 Shift Schedule ITIL: IT Operations

and Report Management Function

4.1.11. Application Management ITIL: Application

Function Management Function

4.1.11.1. Appendix 1 Application ITIL: Application

Portfolio Template Management Function

4.2. Establish, Secure, Improve

4.2.1. Strategy Management for IT ITIL: Strategy

Services Process Management for IT
Services Process

4.2.1.1. Appendix 1 Strategy Plan ITIL: Strategy

Template Management for IT
Services Process

4.2.2. Design Coordination Process ISO 20000: 5.1, 5.3.a),

5.3.b), 5.3.c), 5.2.b)

ITIL: Design Coordination

Process

4.2.2.1. Appendix 1 Service Design ISO 20000: 5.1, 5.3.c),

Package 5.3.d), 5.2.

ITIL: Design Coordination

Process

4.2.3. Capacity Management ISO 20000: 4.3.1, 6.5

Process
ITIL: Capacity
Management Process

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4.2.3.1. Appendix 1 Capacity Plan ISO 20000: 6.5

ITIL: Capacity
Management Process

4.2.3.2. Appendix 2 Capacity ISO 20000: 6.5

Measurement Report
ITIL: Capacity
Management Process

4.2.4. Availability Management ISO 20000: 4.3.1, 6.3.1

Process 6.3.2, 6.3.3

ITIL: Availability
Management Process

4.2.4.1. Appendix 1 Availability Plan ISO 20000: 6.3.1 6.3.2,

6.3.3

ITIL: Availability
Management Process

4.2.4.2. Appendix 2 Availability ISO 20000: 6.3.3

Measurement Report
ITIL: Availability
Management Process

4.2.5. IT Service Continuity ISO 20000: 4.3.1, 6.3.1

Management (ITSCM) Process 6.3.2, 6.3.3

ITIL: IT Service Continuity

Management Process

4.2.5.1. Appendix 1 IT Service ISO 20000: 6.2, 6.3.1,

Continuity Plan 6.3.2, 6.3.3

ITIL: IT Service Continuity

Management Process

4.2.5.2. Appendix 2 Business Impact ISO 20000: 6.3.1, 6.3.2,

Analysis And Recovery 6.3.3

ITIL: IT Service Continuity

Management Process

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4.2.5.3. Appendix 3 Risk Assessment ISO 20000: 6.3.1, 6.3.2,

and Treatment 6.3.3

ITIL: IT Service Continuity

Management Process

4.2.5.4. Appendix 4 IT Service ISO 20000: 6.3.1, 6.3.2,

Continuity Plan Test and 6.3.3
Review Report
ITIL: IT Service Continuity
Management Process

4.2.6. Information Security ISO 20000: 4.3.1, 6.6.1,

Management Process 6.6.2, 6.6.3

ITIL: Information Security

Management Process

4.2.6.1. Information Security Policy ISO 20000: 6.6.1, 6.6.2,

6.6.3

ITIL: Information Security

Management Process

4.2.7. Demand Management ITIL: Demand

Process Management Process

4.2.8. Continual Service ISO 20000: 4.5.5.1, 4.5.5.2

Improvement Process
ITIL: Continual Service
Improvement Process

4.2.8.1. Appendix 1 Service ISO 20000: 4.5.5.1, 4.5.5.2

Improvement Plan
ITIL: Continual Service
Improvement Process

4.3. Deployment, Control and

Knowledge

4.3.1. Transition Planning and ISO 20000: 4.3.1., 5.1

Support Process
ITIL: Transition Planning
and Support Process

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4.3.1.1. Appendix 1 Transition Plan ISO 20000: 5.1

ITIL: Transition Planning

and Support Process

4.3.2. Change Management Process ISO 20000: 4.3.1, 4.3.2.d),

5.1, 5.2, 5.3, 5.4, 6.1, 6.2,
6.3.2, 6.4, 6.5, 6.6.3, 7.1,
7.2, 8.2, 9.1, 9.1.g), 9.2,
9.3

ITIL: Change Management

Process

4.3.2.1. Change Management Policy ISO 20000: 4.3.2.d), 5.1,

5.2, 5.3, 5.4, 6.1, 6.2,
6.3.2, 6.4, 6.5, 6.6.3, 7.1,
7.2, 8.2, 9.1, 9.1.g), 9.2,
9.3

ITIL: Change Management

Process

4.3.2.2. Appendix 1 Request for ISO 20000: 9.2

Change and Change Record
ITIL: Change Management
Process

4.3.2.3. Appendix 2 Minutes of ISO 20000: 9.2

Meeting CAB
ITIL: Change Management
Process

4.3.2.4. Appendix 3 Change Schedule ISO 20000: 9.2

ITIL: Change Management

Process

4.3.3. Service Asset and ISO 20000: 4.3.1, 9.1, 5.1

Configuration Management
(SACM) Process ITIL: Service Asset and
Configuration
Management Process

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4.3.3.1. Appendix 1 SACM Plan ITIL: Service Asset and

Configuration
Management Process

4.3.3.2. Appendix 2 CMDB ISO 20000: 4.3.1, 9.1, 5.1

ITIL: Service Asset and

Configuration
Management Process

4.3.4. Service Validation and Testing ISO 20000: 4.3.1, 5.4

(SVT) Process
ITIL: Service Validation
and Testing Process

4.3.4.1. Appendix 1 SAC Template ISO 20000: 5.4

ITIL: Service Validation

and Testing Process

4.3.4.2. Appendix 2 Test Plan ISO 20000: 5.4

ITIL: Service Validation

and Testing Process

4.3.5. Release and Deployment ISO 20000: 4.3.1, 5.3.a),

Management (RDM) Process 5.3.b), 5.3.k), 9.3

ITIL: Release and

Deployment Management
Process

4.3.5.1. Appendix 1 Release and ISO 20000: 9.3

Deployment Planning
ITIL: Release and
Deployment Management
(RDM) Process

4.3.5.2. Appendix 2 Customer Release ISO 20000: 9.3

Policy
ITIL: Release and
Deployment Management
(RDM) Process

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4.3.6. Change Evaluation Process ITIL: Change Evaluation

Process

4.3.7. Knowledge Management ITIL: Knowledge

(KM) Process Management Process

4.3.7.1. Appendix 1 Knowledge ITIL: Knowledge

Management Plan Template Management Process

4.3.7.2. Appendix 2 Training and ISO 20000: 4.4.2, 4.5.2.l)

Awareness Plan
ITIL: Knowledge
Management Process

4.4. Relationship Management

4.4.1. Service Portfolio ITIL: Service Portfolio

Management Process Management Process

4.4.1.1. Appendix 1 Service Portfolio ITIL: Service Portfolio

List Template Management Process

4.4.1.2. Appendix 2 Business Case ITIL: Service Portfolio

Management Process

4.4.1.3. Appendix 3 Change Proposal ITIL: Service Portfolio

Management Process

4.4.1.4. Appendix 4 Service Charter ITIL: Service Portfolio

Template Management Process

4.4.2. Service Catalogue ISO 20000: 4.3.1, 5.3.j),

Management Process 6.1

ITIL: Service Catalogue

Management Process

4.4.2.1. Appendix 1 Service Catalogue ISO 20000: 6.1

Template
ITIL: Service Catalogue
Management Process

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4.4.3. Service Level Management ISO 20000: 4.3.1, 5.3.i);

Process 6.1, 5.3.j)

ITIL: Service Level

Management Process

4.4.3.1. Appendix 1 SLA Template ISO 20000: 6.1, 8.1

ITIL: Service Level

Management Process

4.4.3.2. Appendix 2 OLA Template ISO 20000: 6.1

ITIL: Service Level

Management Process

4.4.3.3. Appendix 3 Service Report ISO 20000: 6.1

Template
ITIL: Service Level
Management Process

4.4.3.4. Appendix 4 Customer ISO 20000: 6.1

Agreement Portfolio
ITIL: Service Level
Management Process

4.4.3.5. Appendix 5 Service Level ISO 20000: 5.2, 6.1

Requirements
ITIL: Service Level
Management Process

4.4.4. Supplier Management ISO 20000: 4.3.1, 7.2

Process
ITIL: Supplier
Management Process

4.4.4.1. Appendix 1 Underpinning ISO 20000: 7.2

Contract Template
ITIL: Supplier
Management Process

4.4.4.2. Appendix 2 Supplier ISO 20000: 7.2

Performance Report
Template ITIL: Supplier
Management Process

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4.4.4.3. Appendix 3 Supplier ISO 20000: 7.2

Agreement Portfolio
ITIL: Supplier
Management Process

5. Communication Procedure ISO 20000: 4.1.2.e),

4.1.3.b)

6. Procedure for Internal Audit ISO 20000: 4.5.4.1,4.5.4.2,

4.5.4.3,6.6.1, 6.6.2, 6.6.3

6.1. Appendix 1 Annual Internal ISO 20000: 4.5.4.1,4.5.4.2,

Audit Program 4.5.4.3,6.6.1, 6.6.2, 6.6.3

6.2. Appendix 2 Internal Audit ISO 20000: 4.5.4.1,4.5.4.2,

Report 4.5.4.3,6.6.1, 6.6.2, 6.6.3

7. Management Review Minutes ISO 20000: 4.5.4.3, 4.1.2

8. Corrective or Preventive ISO 20000: 6.6.1., 6.6.2,

Action Form 6.6.3, 4.5.5.1, 4.5.5.2

ITIL is a registered trade mark of AXELOS Limited

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