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ver 2.0, 31/12/2013 of 12

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

in the

package

Document name

Relevant clauses in the

ISO 20000 Standard / ITIL

processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines

0. Procedure for Document and

Record Control

ISO 20000: 4.3.2 and 4.3.3

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

Awareness Plan

ISO 20000: 4.4.2.; 4.5.2.l)

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

Management Catalogue

ITIL: Event Management

Process

4.1.1.2. Appendix 2 Event Record

Template

ITIL: Event Management

Process

ver 2.0, 31/12/2013 of 12

Number

in the

package

Document name



processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines

4.1.2. Incident Management

Process

ISO 20000: 4.3.1, 8.1,

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

Metrics

ISO 20000: 4.3.1, 8.1,

6.6.3

ITIL: Incident

Management Process

4.1.2.3. Appendix 1 Incident

Catalogue Template

ISO 20000: 8.1, 6.6.3

ITIL: Incident

Management Process

4.1.2.4. Appendix 2 Incident Record

Template

ISO 20000: 8.1, 6.6.3

ITIL: Incident

Management Process

4.1.2.5. Appendix 3 Major Incident

Report Template

ISO 20000: 8.1

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

Catalogue Template

ISO 20000: 8.1


Process

ver 2.0, 31/12/2013 of 12

Number

in the

package

Document name



processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines


Record Template

ISO 20000: 8.1


Process


Form Template

ISO 20000: 8.1


Process

4.1.4. Problem Management

Process

ISO 20000: 4.3.1, 8.2, 8.1

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

Catalogue Template

ISO 20000: 8.2

ITIL: Problem

Management Process

4.1.4.3. Appendix 2 Problem Record

Template

ISO 20000: 8.2

ITIL: Problem

Management Process

4.1.4.4. Appendix 3 Major Problem

Report Template

ITIL: Problem

Management Process

4.1.4.5.. Appendix 4 Known Error

Record Template

ISO 20000: 8.2

ITIL: Problem

Management Process

4.1.4.6. Appendix 5 Minutes of

Meeting of Major Problem

Review

ITIL: Problem

Management Process

4.1.5. Access Management Process ITIL: Access Management

Process

ver 2.0, 31/12/2013 of 12

Number

in the

package

Document name



processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines

4.1.5.1. Appendix 1 Conflicts and

Exceptions Template

ITIL: Access Management

Process

4.1.6. Business Relationship

Management Process

ISO 20000: 4.3.1, 7.1

ITIL: Business Relationship

Management Process

4.1.6.1. Appendix 1 Customer

Portfolio

ISO 20000: 7.1


Management Process


Complaint Report

ISO 20000: 6.2, 7.1


Management Process


Satisfaction Survey

ISO 20000: 6.2, 7.1


Management Process

4.1.6.4. Appendix 4 Service

Performance Review Report

Template

ISO 20000: 7.1


Management Process


Compliment Report


Management Process

4.1.7. Financial Management

Process

ISO 20000: 4.3.1, 6.4

ITIL: Financial

Management Process

4.1.7.1. Appendix 1 Budgeting and

Controlling Template

ISO 20000: 6.4

ITIL: Financial

Management Process

4.1.8. Service Desk Function ITIL: Service Desk

Function

ver 2.0, 31/12/2013 of 12

Number

in the

package

Document name



processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines

4.1.9. Technical Management

Function

ITIL: Technical

Management Function

4.1.10. IT Operations Management

Function

ITIL: IT Operations

Management Function

4.1.10.1. Appendix 1 Operations Log ITIL: IT Operations

Management Function

4.1.10.2. Appendix 2 Shift Schedule

and Report

ITIL: IT Operations

Management Function

4.1.11. Application Management

Function

ITIL: Application

Management Function

4.1.11.1. Appendix 1 Application

Portfolio Template

ITIL: Application

Management Function

4.2. Establish, Secure, Improve

4.2.1. Strategy Management for IT

Services Process

ITIL: Strategy

Management for IT

Services Process

4.2.1.1. Appendix 1 Strategy Plan

Template

ITIL: Strategy

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

Package

ISO 20000: 5.1, 5.3.c),

5.3.d), 5.2.

ITIL: Design Coordination

Process

4.2.3. Capacity Management

Process

ISO 20000: 4.3.1, 6.5

ITIL: Capacity

Management Process

ver 2.0, 31/12/2013 of 12

Number

in the

package

Document name



processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines

4.2.3.1. Appendix 1 Capacity Plan ISO 20000: 6.5

ITIL: Capacity

Management Process

4.2.3.2. Appendix 2 Capacity

Measurement Report

ISO 20000: 6.5

ITIL: Capacity

Management Process

4.2.4. Availability Management

Process

ISO 20000: 4.3.1, 6.3.1

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

Measurement Report

ISO 20000: 6.3.3

ITIL: Availability

Management Process

4.2.5. IT Service Continuity

Management (ITSCM) Process

ISO 20000: 4.3.1, 6.3.1

6.3.2, 6.3.3

ITIL: IT Service Continuity

Management Process

4.2.5.1. Appendix 1 IT Service

Continuity Plan

ISO 20000: 6.2, 6.3.1,

6.3.2, 6.3.3


Management Process

4.2.5.2. Appendix 2 Business Impact

Analysis And Recovery

ISO 20000: 6.3.1, 6.3.2,

6.3.3


Management Process

ver 2.0, 31/12/2013 of 12

Number

in the

package

Document name



processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines

4.2.5.3. Appendix 3 Risk Assessment

and Treatment

ISO 20000: 6.3.1, 6.3.2,

6.3.3


Management Process

4.2.5.4. Appendix 4 IT Service

Continuity Plan Test and

Review Report

ISO 20000: 6.3.1, 6.3.2,

6.3.3


Management Process

4.2.6. Information Security

Management Process

ISO 20000: 4.3.1, 6.6.1,

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

Process

ITIL: Demand

Management Process

4.2.8. Continual Service

Improvement Process

ISO 20000: 4.5.5.1, 4.5.5.2

ITIL: Continual Service

Improvement Process

4.2.8.1. Appendix 1 Service

Improvement Plan

ISO 20000: 4.5.5.1, 4.5.5.2

ITIL: Continual Service

Improvement Process

4.3. Deployment, Control and

Knowledge

4.3.1. Transition Planning and

Support Process

ISO 20000: 4.3.1., 5.1

ITIL: Transition Planning

and Support Process

ver 2.0, 31/12/2013 of 12

Number

in the

package

Document name



processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines

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


Process

4.3.2.2. Appendix 1 Request for

Change and Change Record

ISO 20000: 9.2


Process

4.3.2.3. Appendix 2 Minutes of

Meeting CAB

ISO 20000: 9.2


Process

4.3.2.4. Appendix 3 Change Schedule ISO 20000: 9.2


Process

4.3.3. Service Asset and

Configuration Management

(SACM) Process

ISO 20000: 4.3.1, 9.1, 5.1

ITIL: Service Asset and

Configuration

Management Process

ver 2.0, 31/12/2013 of 12

Number

in the

package

Document name



processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines

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

(SVT) Process

ISO 20000: 4.3.1, 5.4

ITIL: Service Validation

and Testing Process

4.3.4.1. Appendix 1 SAC Template ISO 20000: 5.4


and Testing Process

4.3.4.2. Appendix 2 Test Plan ISO 20000: 5.4


and Testing Process

4.3.5. Release and Deployment

Management (RDM) Process

ISO 20000: 4.3.1, 5.3.a),

5.3.b), 5.3.k), 9.3

ITIL: Release and

Deployment Management

Process

4.3.5.1. Appendix 1 Release and

Deployment Planning

ISO 20000: 9.3

ITIL: Release and


(RDM) Process

4.3.5.2. Appendix 2 Customer Release

Policy

ISO 20000: 9.3

ITIL: Release and


(RDM) Process

ver 2.0, 31/12/2013 of 12

Number

in the

package

Document name



processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines

4.3.6. Change Evaluation Process ITIL: Change Evaluation

Process

4.3.7. Knowledge Management

(KM) Process

ITIL: Knowledge

Management Process

4.3.7.1. Appendix 1 Knowledge

Management Plan Template

ITIL: Knowledge

Management Process

4.3.7.2. Appendix 2 Training and

Awareness Plan

ISO 20000: 4.4.2, 4.5.2.l)

ITIL: Knowledge

Management Process

4.4. Relationship Management

4.4.1. Service Portfolio

Management Process

ITIL: Service Portfolio

Management Process

4.4.1.1. Appendix 1 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

Template


Management Process

4.4.2. Service Catalogue

Management Process

ISO 20000: 4.3.1, 5.3.j),

6.1

ITIL: Service Catalogue

Management Process

4.4.2.1. Appendix 1 Service Catalogue

Template

ISO 20000: 6.1

ITIL: Service Catalogue

Management Process

ver 2.0, 31/12/2013 of 12

Number

in the

package

Document name



processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines

4.4.3. Service Level Management

Process

ISO 20000: 4.3.1, 5.3.i);

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

Template

ISO 20000: 6.1

ITIL: Service Level

Management Process


Agreement Portfolio

ISO 20000: 6.1

ITIL: Service Level

Management Process

4.4.3.5. Appendix 5 Service Level

Requirements

ISO 20000: 5.2, 6.1

ITIL: Service Level

Management Process

4.4.4. Supplier Management

Process

ISO 20000: 4.3.1, 7.2

ITIL: Supplier

Management Process

4.4.4.1. Appendix 1 Underpinning

Contract Template

ISO 20000: 7.2

ITIL: Supplier

Management Process

4.4.4.2. Appendix 2 Supplier

Performance Report

Template

ISO 20000: 7.2

ITIL: Supplier

Management Process

ver 2.0, 31/12/2013 of 12

Number

in the

package

Document name



processes

Mandatory

according to

ISO 20000

Aligned with

ITIL

guidelines

4.4.4.3. Appendix 3 Supplier

Agreement Portfolio

ISO 20000: 7.2

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

Audit Program

ISO 20000: 4.5.4.1,4.5.4.2,

4.5.4.3,6.6.1, 6.6.2, 6.6.3

6.2. Appendix 2 Internal Audit

Report

ISO 20000: 4.5.4.1,4.5.4.2,

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

Action Form

ISO 20000: 6.6.1., 6.6.2,

6.6.3, 4.5.5.1, 4.5.5.2

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