What's included in our ISO 20000 toolkit?
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✔ISO/IEC 20000-1:2018 required documents and templates.
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✔Ready-to-use Word and Excel documents — all manuals, policies, procedures, plans, templates, forms, and registers aligned to ISO/IEC 20000-1.
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✔30+ template documents.
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✔ISO Standard Copy.
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✔User Guide and IT Service Management System Manual included.
Documents
Select toolkit content to view documents
Product Description
- Product Type: Digital Download
- File Format: MS Word (.docx) & MS Excel (.xlsx)
- Total Documents: 35 (29 Word / 6 Excel)
- Delivery: Instant — direct to your email inbox
What Is ISO/IEC 20000-1?
ISO/IEC 20000-1:2018 is the international standard for IT Service Management Systems (SMS) — providing requirements for organisations to establish, implement, maintain, and continually improve the way they plan, design, build, transition, deliver, operate, and improve IT services. It defines the management system requirements for service portfolio, relationship & agreement, supply & demand, service design & build & transition, resolution & fulfilment, and service assurance.
ISO/IEC 20000-1 is the recognised global benchmark for IT service management and is widely adopted by managed service providers, internal IT departments, cloud and SaaS operators, system integrators, and government IT shared services. It complements ITIL as the operational best-practice framework, and aligns with ISO/IEC 27001 (Information Security), ISO 22301 (Business Continuity), and ISO 9001 (Quality) for a complete service governance, risk, and compliance posture.
What's Included in Our ISO 20000-1 Documents
Our toolkit gives you every document needed to build a fully structured, standards-aligned IT Service Management System — without starting from scratch. All documents are pre-built, clause-mapped, and ready to customise:
- ITSM Manual & Governance: Standard Implementation Manual and Context of the Organization documents that anchor the scope, structure, and objectives of your SMS
- IT Service Management Policies: Four core policies covering Information Security, Service Management System, Release & Deployment, and Change Management
- Risk Management & Compliance: IT Service Management Plan, Risk Register, Service Management Objectives, and Roles & Responsibilities for ITSM to drive accountability and risk-based service delivery
- IT Service Operations & Process Controls: Full suite of ITSM process documents covering Configuration Management, Business Relationship Management, Service Level Management, Supplier Management, Incident & Problem Management, Capacity & Demand Management, Change/Release/Deployment Management, and IT Asset & Service Catalog Management
- Business Continuity & Disaster Recovery: Business Impact Analysis Template, Business Continuity Plan, Disaster Recovery Plan, and Business Continuity Test Report — the full BCM/DR stack required by ISO 20000-1
- Audit & Performance Evaluation Tools: Complete audit package including ISO 20000-1 Internal Audit Checklist, Audit Plan & Reports, Service Performance Reports, MRM Report, and Yearly Internal Audit Plan
- Forms, Registers & Templates: Master List of Documents & Records, SLA Templates, Problem & Incident Management Templates, Service Performance & Monitoring Reports, IT Service Asset Register, and Change Request & Release Management Forms
- Improvement & Corrective Actions: Corrective Action Report and Nonconformity & Corrective Action Procedure to drive continual improvement of your SMS
Toolkit Documents by Clause
| No | Clause | Clause Title | Document Title | Type | Format |
|---|---|---|---|---|---|
| 1 | Cl. 4.1 | Context of the Organization | Context of the Organization Template | Document | Word |
| 2 | Cl. 4.4 | Context of the Organization | Standard Implementation Manual | Manual | Word |
| 3 | Cl. 5.2 | Leadership | Service Management System Policy | Policy | Word |
| 4 | Cl. 5.3 | Leadership | Roles & Responsibilities for ITSM | Document | Word |
| 5 | Cl. 6.1 | Planning | Risk Register | Register | Excel |
| 6 | Cl. 6.2 | Planning | Service Management Objectives | Document | Word |
| 7 | Cl. 6.3 | Planning | IT Service Management Plan | Plan | Word |
| 8 | Cl. 7.5 | Support | Master List of Documents & Records | Register | Excel |
| 9 | Cl. 8.2 | Operation — Service Portfolio | IT Asset & Service Catalog Management Procedure | Procedure | Word |
| 10 | Cl. 8.2.6 | Operation — Service Portfolio | Configuration Management Process | Procedure | Word |
| 11 | Cl. 8.2.6 | Operation — Service Portfolio | IT Service Asset Register | Register | Excel |
| 12 | Cl. 8.3.2 | Operation — Relationship & Agreement | Business Relationship Management Process | Procedure | Word |
| 13 | Cl. 8.3.3 | Operation — Relationship & Agreement | Service Level Management Process | Procedure | Word |
| 14 | Cl. 8.3.3 | Operation — Relationship & Agreement | Service-Level Agreements (SLA) Templates | Template | Word |
| 15 | Cl. 8.3.4 | Operation — Relationship & Agreement | Supplier Management Process | Procedure | Word |
| 16 | Cl. 8.4.3 | Operation — Supply & Demand | Capacity & Demand Management Process | Procedure | Word |
| 17 | Cl. 8.5 | Operation — Design, Build & Transition | Change, Release & Deployment Management Procedure | Procedure | Word |
| 18 | Cl. 8.5.1 | Operation — Design, Build & Transition | Change Management Policy | Policy | Word |
| 19 | Cl. 8.5.1 | Operation — Design, Build & Transition | Change Request & Release Management Forms | Form | Word |
| 20 | Cl. 8.5.3 | Operation — Design, Build & Transition | Release & Deployment Policy | Policy | Word |
| 21 | Cl. 8.6 | Operation — Resolution & Fulfilment | Incident & Problem Management Process | Procedure | Word |
| 22 | Cl. 8.6 | Operation — Resolution & Fulfilment | Problem & Incident Management Templates | Template | Word |
| 23 | Cl. 8.7.2 | Operation — Service Assurance | Business Impact Analysis (BIA) Template | Template | Word |
| 24 | Cl. 8.7.2 | Operation — Service Assurance | Business Continuity Plan | Plan | Word |
| 25 | Cl. 8.7.2 | Operation — Service Assurance | Disaster Recovery Plan | Plan | Word |
| 26 | Cl. 8.7.2 | Operation — Service Assurance | Business Continuity Test Report | Template | Word |
| 27 | Cl. 8.7.3 | Operation — Service Assurance | Information Security Policy | Policy | Word |
| 28 | Cl. 9.1 | Performance Evaluation | Service Performance Report & Service Reports | Template | Word |
| 29 | Cl. 9.1 | Performance Evaluation | Service Performance & Monitoring Reports | Template | Excel |
| 30 | Cl. 9.2 | Performance Evaluation | ISO 20000-1 Internal Audit Checklist | Checklist | Excel |
| 31 | Cl. 9.2 | Performance Evaluation | Audit Plan & Internal Audit Reports | Template | Word |
| 32 | Cl. 9.2 | Performance Evaluation | Yearly Internal Audit Plan | Plan | Excel |
| 33 | Cl. 9.3 | Performance Evaluation | Management Review Meeting (MRM) Report | Template | Word |
| 34 | Cl. 10.1 | Improvement | Nonconformity & Corrective Action Procedure | Procedure | Word |
| 35 | Cl. 10.1 | Improvement | Corrective Action Report | Template | Word |
How It Works
From Purchase to Implementation
- Select Your Toolkit: Choose the ISO toolkit that fits your organisation and objectives.
- Purchase & Download: Complete checkout and receive instant access to all documents via email.
- Customise: Edit the templates to match your operations, service portfolio, and requirements.
- Implement: Follow the User Guide to deploy the system and start using it immediately.
Most organisations achieve full alignment and audit readiness within 4 weeks using our toolkits — compared to 3+ months when building documentation from scratch.
Why Buy from UCStoolkit
Reduce Implementation Time from 3 Months to 1 Month
Building ISO documentation from scratch takes significant time, expertise, and resources. Our pre-built, clause-mapped toolkits eliminate the research, drafting, and formatting work — so your team can focus on customisation and go live fast. Most customers are audit-ready within 4 weeks of purchase.
Audit-Ready Documents — No Guesswork
Every document in our toolkits is structured with certification audits in mind. Content, terminology, and formatting are aligned directly to the relevant ISO standard's clause requirements — reducing non-conformities, simplifying the audit process, and giving your team confidence when the assessor arrives.
The Lowest Price on the Market — Guaranteed
UCStoolkit offers the most complete, expert-built ISO documentation packages at the lowest price available anywhere. You get enterprise-grade documentation at a fraction of what an ISO consultant would charge. If you find a comparable toolkit at a lower price, we'll match it.
Frequently Asked Questions
What format are the documents in, and how are they delivered?
All documents are provided as fully editable MS Word (.docx) and MS Excel (.xlsx) files. After completing your purchase, you'll receive an instant download link delivered directly to your email inbox — no waiting, no shipping.
How long does it take to implement a toolkit?
Most organisations can customise and deploy a full toolkit within 3–4 weeks. This is a significant reduction compared to building documentation from scratch, which typically takes 3 months or more.
Will these documents help us pass a certification audit?
Yes. Every document is structured to meet the clause requirements of ISO/IEC 20000-1:2018 and is designed to hold up under third-party assessment. Our customers consistently report fewer non-conformities and a smoother audit experience.
Is this toolkit suitable for MSPs, internal IT teams, and cloud service providers?
Yes. ISO/IEC 20000-1 applies to any provider of IT services — managed service providers (MSPs), in-house IT departments, cloud and SaaS operators, system integrators, and government IT shared services. The toolkit is built to be customised to your specific service portfolio and delivery model.
How does ISO 20000-1 relate to ITIL?
ISO/IEC 20000-1 is the international standard for IT Service Management Systems (SMS) — a certifiable management system standard. ITIL is a best-practice framework for ITSM but is not certifiable at the organisational level. The two are highly complementary: ITIL processes map naturally to ISO 20000-1 clauses, and many organisations use ITIL practices as the operational layer within an ISO 20000-1-certified SMS. This toolkit aligns to ISO 20000-1 requirements and can be deployed alongside any ITIL-based operating model.
Can we edit the templates to suit our organisation?
Absolutely. All documents are fully editable and built to be customised to your organisation's specific context, service portfolio, and terminology. The toolkit gives you the professional framework — you tailor the details.
Are the toolkits up to date with the current versions of the standards?
Yes. We monitor changes to international standards and update our toolkits accordingly, so you're always working with accurate, current documentation recognised by accrediting bodies worldwide.
Are the documents compatible with standard software?
Yes. All documents are created in Microsoft Office (Word and Excel), ensuring compatibility with the latest versions of both applications. No specialist software is required.
What support is included after purchase?
Every purchase includes lifetime unlimited email support from our ISO-certified consultants. There is no time limit and no cap on questions — we support you through implementation and beyond.
Can I request a custom toolkit or a standard that isn't listed?
Yes. We can build custom ISO documentation toolkits and training materials on request. Contact us with your requirements and our team will respond within 24 hours.
Custom Product Request
We can create any ISO documentation toolkit or training material as per your request from our expert team. Contact us and share your inquiry details. Our team will get in touch with you within 24 hours.
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