Configuration Management Process (ISO/IEC 20000:2018, ITIL) (Word DOCX)

This product (Configuration Management Process [ISO/IEC 20000:2018, ITIL Compliance]) is a Word document with a supplemental ZIP archive, available for immediate download upon purchase.

Implement a structured and compliant approach to managing configuration items (CIs) and the CMDB with this professionally developed Configuration Management Process. Fully aligned with ISO/IEC 20000:2018 Clause 8.2.6 and reflecting ITIL best practices, this editable procedure document provides the step-by-step framework needed to control CIs, their relationships, baselines, and verification activities across the service lifecycle.

Key Features:

✔ ISO/IEC 20000:2018 Alignment – Demonstrates compliance with international IT service management standards (Clause 8.2.6: Configuration Management).
✔ ITIL Best Practice Framework – Covers CI identification and control, relationship mapping, baselining, status accounting, verification/reconciliation, and integration with Change Management.
✔ Process Workflow & RACI Matrix – Includes a visual process flow and responsibility matrix to ensure clear accountability across roles.
✔ KPIs, Risks & Controls – Provides measurable indicators (e.g., CMDB attribute accuracy, relationship verification coverage, baseline coverage), risk registers, and preventive/detective controls to support continual improvement.
✔ Audit-Ready Documentation – Contains clause cross-references, evidence mapping, and reporting requirements to streamline internal and external audits.
✔ Fully Editable – Delivered in Word format, ready to adapt to your organizational needs and governance model. Supplemental ZIP includes the process diagram (Visio) and supporting templates to accelerate adoption.

Benefits:

• Ensures end-to-end control of configuration items and their relationships—improving CMDB accuracy, change impact analysis, and service stability.
• Enhances audit readiness for ISO/IEC 20000 certification and internal compliance checks through clear evidence trails and metrics.
• Provides unambiguous roles, accountability, and governance artifacts (workflow, RACI, KPIs, risks/controls) to drive consistent execution.
• Saves time and cost with a ready-to-use, professional procedure document that can be tailored in minutes.

Who it's for:

Configuration Managers, ITSM leads, compliance officers, auditors, and organizations preparing for ISO/IEC 20000 certification or strengthening ITIL-aligned service management frameworks.

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Source: Best Practices in ITIL, ISO 20K Word: Configuration Management Process (ISO/IEC 20000:2018, ITIL Compliance) Word (DOCX) Document, Ivana Nissen