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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

ITSM Business Relationship Management Toolkit

Implement ITSM Business Relationship Management System yourself, and do it easily and efficiently with our Documentation Toolkit.

Toolkit with live expert support

  • 6 document templates – unlimited access to all documents needed for managing business relationships in compliance with ITIL and ISO 20000
  • Unlimited email support
  • Expert review of a document
  • One hour of live one-on-one online consultations with an ITIL/ISO 20000 Expert

US$ 97

Choose toolkit language
100% secure online billing
AES-128bit SSL safe

How does expert support work?

  1. Our ITSM 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 ITSM 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 ITSM Business Relationship Management Toolkit – for free! – before making a purchase decision.

Note: Documents are available individually, or as part of the toolkit.
  1. Business Relationship Management Process PreviewDetails & purchase
  2. Customer Portfolio PreviewDetails & purchase
  3. Customer Complaint Report PreviewDetails & purchase
  4. Customer Satisfaction Survey PreviewDetails & purchase
  5. Service Performance Review Report PreviewDetails & purchase
  6. Customer Compliment Report 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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Free webinar

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

Webinar designed for companies that are planning to implement ITSM 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

ITSM Business Relationship Management 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 ITSM Business Relationship Management 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


Toolkit with live
expert support

US$ 97
6 document templates compliant with ITIL & ISO 20000
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$ 597
6 document templates compliant with ITIL & ISO 20000
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

Can you really implement ITSM by yourself?

Simple and secure payment and delivery

FAQs: Buying the ITSM Business Relationship Management 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.

100% Secure Online Billing


We use Secure Socket Layer (SSL) technology, the industry standard and among the best available today for secure online commerce transactions. All of your personal information, including credit card number, name, and address is encrypted so it cannot be read during transmission. You are protected by your credit card company in the case of a fraudulent transaction with any purchase.


AES-128bit SSL safe Privacy Policy

Online payment services are provided by BlueSnap and 2Checkout.

Highlights and advantages of the ITSM Business Relationship Management Toolkit

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 of 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.

Consistent formatting

All templates in the Toolkit conform to a standardized structure and format, helping you to quickly and efficiently complete the process. In addition, so that relationships between the documents are clear, we cross-reference related documents.


Optimized for Small to Medium-sized Businesses

The Toolkit was developed especially for small to mid-sized businesses to minimize the time and costs of implementation. 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.



  • Advisera is Exemplar Global Certified TPECS Provider for the IS, QM, EM, TL and AU Competency Units.
  • ITIL® is a registered trade mark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.
  • DNV GL Business Assurance is one of the leading providers of accredited management systems certification.