Service Management System Manual
Top-level manual of the service management system, walking ISO/IEC 20000-1 clauses 4 to 10 and naming the document that carries each.
Drafted policies and process procedures for a service management system: incident, request, problem, change, release, service level, capacity, continuity and the rest, written to the clause structure of ISO/IEC 20000-1.
A service management system is made of processes that work together: a request becomes an incident or a change, an incident points to a problem, a change is released and recorded. These templates describe each process in the same controlled-document layout, so the policy and the procedures read as one system.
Each template names its owner and roles, the rules, the steps, the measures to report and the records to keep as evidence, and cites the clauses of ISO/IEC 20000-1:2018 it supports. Targets and thresholds are left in square brackets for you to set against your service commitments.
Top-level manual of the service management system, walking ISO/IEC 20000-1 clauses 4 to 10 and naming the document that carries each.
Top management's commitments and binding rules for planning, delivering, supporting and improving services under the SMS.
The measurable service management objectives, with owners, targets, measures and review frequency, set by top management.
The external and internal issues, interested parties and scope that shape the Organisation's service management system.
Defines which services, sites, teams and suppliers the service management system covers, and the plan, governance and commitments that run it.
How day-to-day service support is organised in tiers, with ticket rules, incident severities, critical incident and problem targets, escalation and reporting.
How the Organisation creates, approves, publishes and keeps current a service catalogue, with a worked template and criteria for evaluating new and changed services.
How the Organisation builds and keeps good relationships with customers: communication, satisfaction surveys, complaints, service reviews and escalation.
How service requirements are captured and turned into agreed service levels, supported by internal and supplier agreements, then reported, reviewed and improved.
How the Organisation selects, contracts, monitors, reviews and exits the internal and external suppliers that help it deliver services.
How the Organisation identifies, records, controls, baselines and audits configuration items and service assets in its configuration database and asset register.
How the Organisation forecasts demand for services, plans and monitors capacity against thresholds, and acts before shortages affect agreed service levels.
How new or changed services, and the removal of services, are planned, designed, verified, tested, accepted, handed over and closed under controlled conditions.
How changes to services and configuration items are requested, assessed, approved, scheduled, implemented and reviewed, including standard and emergency changes.
How releases of new or changed service components are planned, built, packaged, accepted, deployed to live use and supported through early life.
How the Organisation logs, categorises, prioritises, escalates, resolves and closes service incidents, including major incidents, and keeps users informed.
How the Organisation receives, approves, fulfils, closes and measures service requests from its request catalogue, including the request form template.
How the Organisation identifies, classifies, investigates and closes problems, keeps a known error database and workarounds, and prevents incidents from recurring.
How the Organisation sets availability targets, monitors them, and plans, tests and invokes service continuity so agreed services survive failures and disasters.
How the Organisation applies information security to its services: service security policy, risk-based controls, access, incidents, change and suppliers.
Who the Organisation tells what about its services, when, through which channel and by whom, including incident and change notices.
The criteria, test cases, pass and fail rules and sign-off used to judge whether a new or changed service may go live.
How service performance is measured and reported, and how improvement opportunities are logged, prioritised, planned and tracked to closure.
How the service management system is audited on a planned programme, how findings are corrected, and how top management reviews it.
No. ISO/IEC 20000-1 is a certifiable management system standard, and ITIL is a body of guidance. They share terms and practices, and these templates use neutral process language that works with either.
They give you structured drafts of the documentation. Certification also needs operating processes, records, internal audit and management review, assessed by an accredited certification body.
Many organisations run both. Information security management for services and the incident, change and supplier processes overlap deliberately, and the documents point to each other so they can be maintained together.
They are provided as PDF so the layout and clause references stay intact. Use them as a reference to build your own controlled documents.