Scribd
Upload
348 views1 page

ISO 20000 Master List of Documents

This document outlines the policies, procedures, templates, and reports for an IT service management framework. It is organized across three levels with the first level listing key policies, the second level distinguishing between policies and procedures, and the third level providing examples of specific templates and reports used for different ITSM processes like incident management, change management, problem management, and more.

Uploaded by

Aditya Yerunkar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLS, PDF, TXT or read online on Scribd
348 views1 page

ISO 20000 Master List of Documents

This document outlines the policies, procedures, templates, and reports for an IT service management framework. It is organized across three levels with the first level listing key policies, the second level distinguishing between policies and procedures, and the third level providing examples of specific templates and reports used for different ITSM processes like incident management, change management, problem management, and more.

Uploaded by

Aditya Yerunkar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLS, PDF, TXT or read online on Scribd
You are on page 1/ 1

L1 Policy

ITSM Policy √
Transition Handbook √
PDCA √
Consolidated KPI List √
Terms and Definition √
Audit Checklist √

L2 Policy Procedure

Call Management/ Service Desk √ √


Incident Management √ √
Problem Management √ √
Change Management √ √
Configuration Management √ √
Release Management √ √
Business Relationship Management √ √
Supplier Management √ √
Budgeting and Accounting for IT services √ √
Capacity Management √ √
Service Reporting √ √
Information Security Management √ √
Service Continuity & Availability Management √ √
Service Level Management √ √

L3
Incident Management Incident Record Template Escalation Requests Query Template
Change Management Change Request Form Implementation Plan
Problem Management Problem Record Template Root Cause Analysis
Configuration Management Configuration Management Functional Configuration CMDB Audit Report Configuration Item Configuration Management Identifying CI & CI Naming Configuration Baseline
Information Report Audit Report Change Form Plan Convention Template
Release Management Release Record Template Release Plan
Service Level Management Operational Level Agreements Template Service Level Agreements Template Monthly SLA Report Template Service Improvement Plan Service Catalogue Template

Service Reporting Data Collection Template Service Report Template Issue Log
Service Continuity & Availability Management Service Continuity Plan Template Risk Assessment & Impact Analysis Template Availability Measure Template
Budgeting and Accounting for IT services Investment Plan Budget Template
Capacity Management Performance Monitoring Template Capacity Plan Template
Information Security Management Information Security Audit Report Security Incident Reporting Template Post Incident Analysis Template Asset Register Template Risk Analysis Template Risk Mitigation Template Security Controls Template Information Security Policy Template
Business Relationship Management Service Complaint Recording Template Customer Feedback Survey Template
Supplier Management Supplier Rating and Evaluation Template Disagreement Record Form Template Operational Level Agreement/ Service Improvement Plan
Underpinning contract Template
Transition Handbook Service Change Request Template Project Closure Report Template Service Brief Template Impact Analysis Report Service Plan Template Statement of Requirement Acceptance Record
Template Document Template
ITSM Policy Service Improvement Plan Template Service Level Baseline Template Service Improvement Report
Template

You might also like