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  • Advisera's toolkits are used by more than 6000 companies worldwide
  • Optimized for small and medium-sized companies
  • Costs up to 80% less than using consultants
  • Expert consultations and unlimited email support available
  • Created by Advisera, the leading independent website for ISO standards

ITIL® and ISO 20000 Premium Documentation Toolkit

Implement ITIL and ISO 20000 yourself, and do it easily and efficiently with our Documentation Toolkit.

Toolkit with live expert support

  • 106 document templates – unlimited access to all documents required for ITIL and ISO 20000 certification, plus commonly used non-mandatory documents
  • Access to video tutorials
  • Expert review of a document
  • Unlimited email support
  • One hour of live one-on-one online consultations with an ITIL and ISO 20000 expert

US$ 997

Choose toolkit language
100% secure online billing
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How does expert support work?

  1. Our ITIL and ISO 20000 expert will meet with you regularly – he will tell you where to start, what the next steps are, and how to resolve any issues you may face. You can meet via Skype, over the telephone, or through any other means at your convenience.
  2. Reach out to us at any time during your implementation project with unlimited email support, and have your questions answered within 24 hours by our experts.
  3. Once you complete your documents, let our experts review them – they’ll provide you with feedback and indicate what needs to be improved.

Here’s your ITIL and ISO 20000 expert

Branimir Valentic is an IT governance, ITIL and ISO 20000 expert. He has deep and practical experience in IT Service Management implementation.

Branimir is an expert in IT service management (consultancy, training and tools), IT governance (training and consulting), project management and consultancy in IT and telecommunication. He holds the following certificates: ITIL Expert, ISO 20000, ISMS Lead Auditor and PRINCE2.

Branimir Valentic
Lead ITIL/ISO 20000 Expert


I am more than happy with the templates. I am still getting used to ISO 20000, and your templates make it easier.
Simon Eade
ProAV Ltd

Toolkit Features

Toolkit Documents

Look at EVERY template in the ITIL® and ISO 20000 Premium Documentation Toolkit – for free! – before making a purchase decision.

Note: Documents are available individually, or as part of the toolkit.
  1. Event Management Process PreviewDetails & purchase
  2. Event Management Catalogue PreviewDetails & purchase
  3. Event Record PreviewDetails & purchase
  4. Incident Management Process PreviewDetails & purchase
  5. Incident Management Policy PreviewDetails & purchase
  6. Incident Measurements and Metrics PreviewDetails & purchase
  7. Incident Catalogue PreviewDetails & purchase
  8. Incident Record PreviewDetails & purchase
  9. Major Incident Report PreviewDetails & purchase
  10. Request Fulfillment Process PreviewDetails & purchase
  11. Service Request Catalogue PreviewDetails & purchase
  12. Service Request Record PreviewDetails & purchase
  13. Service Request Form PreviewDetails & purchase
  14. Problem Management Process PreviewDetails & purchase
  15. Problem Management Policy PreviewDetails & purchase
  16. Problem Catalogue PreviewDetails & purchase
  17. Problem Record PreviewDetails & purchase
  18. Major Problem Report PreviewDetails & purchase
  19. Known Error Record PreviewDetails & purchase
  20. Minutes of Meeting of Major Problem Review PreviewDetails & purchase
  21. Access Management Process PreviewDetails & purchase
  22. Conflicts and Exceptions PreviewDetails & purchase
  23. Business Relationship Management Process PreviewDetails & purchase
  24. Customer Portfolio PreviewDetails & purchase
  25. Customer Complaint Report PreviewDetails & purchase
  26. Customer Satisfaction Survey PreviewDetails & purchase
  27. Service Performance Review Report PreviewDetails & purchase
  28. Customer Compliment Report PreviewDetails & purchase
  29. Financial Management Process PreviewDetails & purchase
  30. Budgeting and Controlling PreviewDetails & purchase
  31. Service Desk Function PreviewDetails & purchase
  32. Technical Management Function PreviewDetails & purchase
  33. IT Operations Management Function PreviewDetails & purchase
  34. Operations Log PreviewDetails & purchase
  35. Shift Schedule and Report PreviewDetails & purchase
  36. Application Management Function PreviewDetails & purchase
  37. Application Portfolio PreviewDetails & purchase
  1. Procedure for Document and Record Control PreviewDetails & purchase
  2. Service Management System (SMS) Policy PreviewDetails & purchase
  3. Service Management System (SMS) Plan PreviewDetails & purchase
  4. List of Services PreviewDetails & purchase
  5. Training and Awareness Plan PreviewDetails & purchase
  6. Communication Procedure PreviewDetails & purchase
  7. Procedure for Internal Audit PreviewDetails & purchase
  8. Annual Internal Audit Program PreviewDetails & purchase
  9. Internal Audit Report PreviewDetails & purchase
  10. Management Review Minutes PreviewDetails & purchase
  11. Corrective or Preventive Action Form PreviewDetails & purchase
  1. Strategy Management for IT Services Process PreviewDetails & purchase
  2. Strategy Plan PreviewDetails & purchase
  3. Design Coordination Process PreviewDetails & purchase
  4. Service Design Package PreviewDetails & purchase
  5. Capacity Management Process PreviewDetails & purchase
  6. Capacity Plan PreviewDetails & purchase
  7. Capacity Measurement Report PreviewDetails & purchase
  8. Availability Management Process PreviewDetails & purchase
  9. Availability Plan PreviewDetails & purchase
  10. Availability Measurement Report PreviewDetails & purchase
  11. IT Service Continuity Management (ITSCM) Process PreviewDetails & purchase
  12. IT Service Continuity Plan PreviewDetails & purchase
  13. Business Impact Analysis and Recovery PreviewDetails & purchase
  14. Risk Assessment and Treatment PreviewDetails & purchase
  15. IT Service Continuity Plan Test and Review Report PreviewDetails & purchase
  16. Information Security Management Process PreviewDetails & purchase
  17. Information Security Policy PreviewDetails & purchase
  18. Demand Management Process PreviewDetails & purchase
  19. Continual Service Improvement Process PreviewDetails & purchase
  20. Service Improvement Plan PreviewDetails & purchase
  1. Transition Planning and Support Process PreviewDetails & purchase
  2. Transition Plan PreviewDetails & purchase
  3. Change Management Process PreviewDetails & purchase
  4. Change Management Policy PreviewDetails & purchase
  5. Request for Change and Change Record PreviewDetails & purchase
  6. Minutes of Meeting CAB PreviewDetails & purchase
  7. Change Schedule PreviewDetails & purchase
  8. Service Asset and Configuration Management (SACM) Process PreviewDetails & purchase
  9. Service Asset and Configuration Management (SACM) Plan PreviewDetails & purchase
  10. Configuration Management Database (CMDB) PreviewDetails & purchase
  11. Service Validation and Testing (SVT) Process PreviewDetails & purchase
  12. Service Acceptance Criteria (SAC) PreviewDetails & purchase
  13. Test Plan PreviewDetails & purchase
  14. Release and Deployment Management (RDM) Process PreviewDetails & purchase
  15. Release and Deployment Planning PreviewDetails & purchase
  16. Customer Release and Deployment Policy PreviewDetails & purchase
  17. Change Evaluation Process PreviewDetails & purchase
  18. Knowledge Management (KM) Process PreviewDetails & purchase
  19. Knowledge Management Plan PreviewDetails & purchase
  20. Training and Awareness Plan PreviewDetails & purchase
  1. Service Portfolio Management Process PreviewDetails & purchase
  2. Service Portfolio List PreviewDetails & purchase
  3. Business Case PreviewDetails & purchase
  4. Change Proposal PreviewDetails & purchase
  5. Service Charter PreviewDetails & purchase
  6. Service Catalogue Management Process PreviewDetails & purchase
  7. Service Catalogue PreviewDetails & purchase
  8. Service Level Management Process PreviewDetails & purchase
  9. Service Level Agreement (SLA) PreviewDetails & purchase
  10. Operational Level Agreement (OLA) PreviewDetails & purchase
  11. Service Report PreviewDetails & purchase
  12. Customer Agreement Portfolio PreviewDetails & purchase
  13. Service Level Requirements PreviewDetails & purchase
  14. Supplier Management Process PreviewDetails & purchase
  15. Underpinning Contract PreviewDetails & purchase
  16. Supplier Performance Report PreviewDetails & purchase
  17. Supplier Agreement Portfolio PreviewDetails & purchase

Step-by-step guidance for your implementation

The toolkit documents are organized to guide you on your implementation path. They’re structured in clearly numbered folders, so that you know where to start, and – after each document is completed – where to go next.

80% complete – guidance for the remaining 20%

We’ve done 80% of the work a consultant would charge you for. Anything that can be prefilled in the documents is already done, and the remaining adaptation you need to do is clearly marked with comments and instructions.

Placeholders guide you where editing is needed

Simply move through the documents, filling in the specifics for your company as instructed. Our experts have even added some instructions on what to enter, to help you move through the implementation as efficiently as possible.

Additional instructions for more specific tasks

Completing some parts of a document might be a challenge for you if you’ve never done this before. In these cases, we’ve added detailed instructions and, where needed, links to articles and video tutorials that will help you understand and complete these sections.

Fully customizable documents

Most companies have a specific design and structure for their official documents. There’s header information, confidentiality level, even prescribed graphic design and fonts. All of our documents are fully customizable, so that you can make them look just the way they should.

All the support you need

ISO 20000 certification is much more than just documentation. The implementation of the standard needs to be appropriate to your company, and you need to deal with your employees, your management, and your existing processes in an appropriate way.

This is why our experts are on hand with live online support to answer any difficult questions – we can set up a call via Skype, over the telephone, or through any other method convenient for you; or, we can answer your questions via email – whatever suits you best.

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Highlights and advantages of the ITIL® and ISO 20000 Premium Documentation Toolkit

Every document template you need

You will get the complete collection of document templates needed to comply with ITIL and/or ISO 20000. All mandatory documents are included and they are fully acceptable for certification audit. And whichever toolkit you choose, they are available in a range of major languages.

For a full list of documents, please click here.


Quick and easy to fill in

We have completed 90% of the documents for you. In most cases you’ll only need to fill in the details specific to your company: business name, the people responsible and anything else unique to your organization. Each document contains comments guiding you every step of the way (including which elements are strictly required).

So you won’t have to guess which bits need your attention. You can be sure you’re completing the required documents with speed and accuracy.


Created by experts

You can trust the quality and accuracy of our toolkits. You have the peace of mind knowing that every word has been written and reviewed by leading ITIL and ISO 20000 experts. We’ve created the templates to make completion as simple and easy as possible. That means no headaches, no stress and no frustration.


Easily customizable documents

All documents are in MS Word and MS Excel, so you can easily edit and adapt to the specific needs of your company. You can add your own logos and colors to the documents to match your organization’s brand and customize the headers and footers.


Clear implementation steps

All the documents are logically ordered in the exact sequence you need to follow. By completing the steps in the proper order you won’t miss anything important, with no confusion or chance of getting lost. And you’ll avoid wasting months of your time.


Standardized documents

All the toolkit documents follow exactly the same structure and format to help with the speed and ease of completion. And so you’re not just filling in forms (however easy that makes the process) we also cross-reference all documents so you understand the relationship between them.


Designed specifically for SMEs

The ITIL & ISO 20000 Toolkit is designed specifically for small and medium-sized companies to reduce the cost and burden of implementation. For instance, you do not need to complete all the documentation required for a major multi-national corporation Instead we have developed our toolkits with the optimum number of documents required to cover your needs.

Free webinar

How to use a Documentation Toolkit for the implementation of ITIL®/ ISO 20000

Webinar designed for companies that are planning to implement ITIL®/ ISO 20000 using the Do-It-Yourself approach. During this webinar you will be able to see whether the templates, know-how, and support from 20000Academy are applicable to your implementation project.

Watch later

You’ll receive an email with a link to this webinar, so you can continue watching it at a later time.

Ready for the certification audit

Companies in more than 100 countries have achieved certification with our documents.

  • Toolkit guides you through the implementation
  • Expert support throughout your project
  • Expert review of some of your completed documents
  • Pre-audit expert meeting to make sure everything is in place

ITIL® and ISO 20000 Premium Documentation Toolkit:

Right for your business?

Are you small or medium-sized company?
Are you looking to minimize time and cost of implementation?
Are you searching for concise and easy-to-use templates?
We understood your needs, found the answers to your questions, and developed ITIL® and ISO 20000 Premium Toolkit especially for your company. Our toolkit doesn’t require completion of every document that a large world-wide corporation needs. Instead, it includes only those documents YOUR business needs.

Download free demo

Need more support?

Toolkit with live
expert support

US$ 997
106 document templates compliant with ITIL & ISO 20000
Access to video tutorials
ISO 20000 & ITIL Gap Analysis Tools
Unlimited email support
1 hour of one-on-one support
with an ITIL/ISO 20000 expert
Expert review of 1 completed document

Toolkit with
extended support

US$ 1497
106 document templates compliant with ITIL & ISO 20000
Access to video tutorials
ISO 20000 & ITIL Gap Analysis Tools
Unlimited email support
5 hours of one-on-one support
(a series of online meetings with an ITIL/ISO 20000 expert)
Expert review of 5 completed documents


US$ 2497
106 document templates compliant with ITIL & ISO 20000
Access to video tutorials
ISO 20000 & ITIL Gap Analysis Tools
Unlimited email support
15 hours of one-on-one support
(a series of online meetings with an ITIL/ISO 20000 expert)
Expert review of 15 completed documents
Pre-audit check workshop
(1 hour training on audit preparation with leading ITIL/ISO 20000 expert)

Can you really implement ISO 20000 by yourself?

Simple and secure payment and delivery

FAQs: Buying the ITIL® and ISO 20000 Premium Documentation Toolkit

How will I receive the documentation?

Immediately after the transaction is processed, you will receive an email with a download link. It could not be quicker or simpler.

Which methods of payment do you accept?

We take all major credit cards, PayPal payment, and we can accept a wire transfer from your bank account.

Are my credit card details going to be safe?

Absolutely. We use Secure Socket Layer (SSL) technology, the industry standard and among the most secure for online transactions. All of your credit card information is encrypted and sent directly to the payment processor – we do not see or store your card information.

Which currencies can I use to pay?

You can pay in more than 50 different currencies, including the US Dollar, Euro, British Pound and Swiss Franc.

Can I get a discount if I purchase the toolkit in two languages?

Yes, we will give you a 70% discount on the toolkit in a second language.

I’m still a little unsure if the toolkit is for me; is there a free trial?

Yes, just click on the “DOWNLOAD FREE TOOLKIT DEMO” button, add your name and email address and you’ll get a free preview demonstration of the documentation. You’ll be able to see how easy the templates are to complete.

Is the toolkit compliant with the newest changes in the ITIL & ISO 20000?

Yes. Also, you are entitled to receive free updates of those toolkits for one year after your purchase date.


Branimir Valentic
Lead ITIL/ISO 20000 expert


Get free expert advice to better grow your business


Learn more about the 20000Academy


20000Academy is one of the Academies of Advisera specializes in helping organizations implement top international standards and frameworks such as EU GDPR, ISO 27001, ISO 9001, ISO 13485, ISO 14001, ISO 45001, IATF 16949, ISO/IEC 17025, AS9100, ISO 20000 and ITIL. Over the years, Advisera has become a global leader in the provision of web-based training and documentation developed by the leading experts.

Our products are of best-in-class quality. With a proven performance record of successful implementations in more than 100 countries, our world-class customer support ensures success. Read more about the 20000Academy here.

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