54-page Word document
$45.00
$45.00, 54-pages, Best for: IT service teams implementing ISO 20000-aligned change processes, RFC handling, CAB governance, and PIRs
EDITOR'S REVIEW
This deck distinguishes itself by pairing an ITIL/ISO 20000–aligned Change Management process with tangible governance tools, including a built-in RACI matrix that clarifies accountability at each step. The bundle comes as a 50-page Word document complete with a Visio diagram of the process, plus structured elements like CSF and KPI sections for measurement. IT service teams implementing formal RFC handling, CAB governance, and PIRs will find it particularly practical for establishing repeatable, auditable change workflows. [Learn more]
33-page Word document
$30.00
$30.00, 33-pages, Best for: IT service teams implementing ITIL/ISO 20000 release workflows, including normal and emergency releases
EDITOR'S REVIEW
This deck stands out by pairing ITIL/ISO 20000 release governance with ready-to-use workflow visuals and templates, including a dedicated rollback plan for each deployment. It provides flowcharts that map normal and emergency release procedures and specifies clearly defined roles like Release Manager, Change Manager, and Configuration Manager, making it practical for IT service teams implementing structured releases. The resource is especially helpful during release planning and emergency-change scenarios for organizations aiming to align with ISO 20000 while maintaining traceability and control. [Learn more]
42-page Word document
$40.00
$40.00, 42-pages, Best for: Change Managers and ITSM teams implementing ITIL-aligned change controls for ISO 20000 compliance
EDITOR'S REVIEW
This deck stands out by presenting ITIL-aligned change control for ISO 20000 that is data-driven, emphasizing how accurate configuration data underpins impact assessment and tightly links configuration, release, and change activities. It includes detailed steps for validating, accepting, and implementing RFCs and clearly defines the roles and responsibilities of key stakeholders to ensure accountability. It is particularly useful for Change Managers and ITSM teams aiming to implement formal controls to achieve ISO 20000 compliance while maintaining steady service operation. [Learn more]
69-slide PowerPoint
$69.00
$69.00, 69-slides, Best for: Service managers and IT teams preparing staff and documentation for ISO/IEC 20000-1 certification audits
EDITOR'S REVIEW
This deck stands out by converting ISO/IEC 20000-1:2018 into a focused awareness tool that highlights the PDCA-based structure and Annex L alignment, making the standard feel actionable rather than dense. A concrete, non-obvious detail from the description is its inclusion of audit-rights guidance—covering auditee and auditor rights and Do's and Don'ts—to help attendees navigate the audit session. It’s especially useful for service managers and IT teams who need to train staff and prepare for certification audits, as well as internal auditors seeking a structured briefing. [Learn more]
37-page Word document
$40.00
$40.00, 37-pages, Best for: IT service managers and service desk leads implementing ITIL/ISO 20000 incident handling and SLA reporting
EDITOR'S REVIEW
This deck stands out by delivering an ITIL/ISO 20000-aligned Incident and Service Request framework that includes a concrete Incident Classification and Prioritization Matrix, turning prioritization decisions into explicit criteria. It pairs detailed process flow diagrams with defined roles, responsibilities, and a metrics and reporting approach, plus templates and a knowledge-management pathway to document known errors and workarounds. It is particularly useful for IT service managers and service desk teams during onboarding and SLA reporting, helping translate theory into repeatable steps that restore services quickly. [Learn more]
23-page Word document
$25.00
$25.00, 23-pages, Best for: ITSM teams and Problem Managers implementing ITIL/ISO 20000 to address recurring or major incidents
EDITOR'S REVIEW
This deck distinguishes itself by delivering a practical, lifecycle-driven approach to Problem Management, anchored by a Known Error Database (KEDB) and templates for root-cause analysis. It also provides a clear escalation path and templates for incident trend analysis and problem ticketing guidance, making it a hands-on resource for implementing ITIL or ISO 20000. It's most beneficial for ITSM teams and Problem Managers coordinating cross-functional analysis, especially when addressing recurring or major incidents. [Learn more]
59-page Word document, ZIP
$30.00
$30.00, 59-pages + supplemental tools, Best for: Service portfolio managers and CIOs building ISO/IEC 20000-aligned ITIL portfolio governance with audit-ready templates
EDITOR'S REVIEW
This deck stands out by delivering an end-to-end, audit-ready service portfolio governance method aligned to ISO/IEC 20000-1:2018 and ITIL, anchored by a single source of truth and a live four-phase workflow. It includes a fully editable Word template set plus a Visio process diagram and an audit-ready evidence model that maps each control objective to required records, with gates such as 100% Charter completeness at G2 and CAR/CSI due within 5 days at G4. It’s particularly well-suited for service portfolio owners and CIOs who need auditable, governance-ready capabilities to standardize intake, decision criteria, and live-to-retired transitions. [Learn more]
$20.00, Excel workbook, Best for: Heads of Service, PMO, or ITSM leads managing end-to-end service lifecycle prioritization and audit-ready reporting
EDITOR'S REVIEW
This toolkit treats service portfolio management as an operating system in Excel, turning a spreadsheet into an auditable, decision-ready workflow for end-to-end lifecycle governance. It runs 100% in Excel with no macros required and includes a ready-made KPI pack plus a portfolio dashboard to surface decisions and evidence. It’s particularly suited for PMOs, heads of service, and ITSM teams who need a single source of truth and auditable reporting to leadership and auditors. [Learn more]
7-page Word document
$20.00
$20.00, 7-pages, Best for: Service owners and IT leaders establishing an ISO/IEC 20000-aligned portfolio with ITIL Pipeline→Catalogue→Retired governance
EDITOR'S REVIEW
This policy template stands out by codifying an ISO/IEC 20000–aligned governance blueprint directly into an editable Word document that supports a single Portfolio of Record across Pipeline, Live, and Retired states. It details quality gates G1–G4 and an emergency ECAB/CAB path with 5-day retrospective documentation, ensuring every publish/retire action is evidence-backed. This deck will be especially useful for service portfolio owners, CIOs, and IT governance teams seeking auditable control and clear decision traceability from day one. [Learn more]
$20.00, Excel workbook, Best for: IT service managers and compliance officers running ISO/IEC 20000:2018-aligned asset lifecycle and audit readiness programs
EDITOR'S REVIEW
This deck stands out for delivering an end-to-end asset governance workflow in Excel, anchored by a Master Asset Register that links assets to services, SLAs, and dependencies. A concrete detail not evident from the title is the Disposal & Decommissioning Log with automated reminders for upcoming expiries and renewals. It's particularly valuable for IT service managers and compliance teams pursuing ISO/IEC 20000:2018-aligned asset lifecycle management and audit readiness. [Learn more]
Essential Service Management Tools and Platforms
Successful ISO 20K implementation depends on practical tools that embed standard requirements into daily IT workflows. Service desk platforms integrate incident logging with resolution tracking, escalation protocols, and customer communication. Configuration management databases maintain IT asset inventories, dependencies, and relationships essential for change planning and impact analysis. Change management tools enforce approval workflows and testing procedures before infrastructure modifications. Request fulfillment systems enable users to order standard services through self-service portals, reducing manual support burden. These integrated systems reduce manual effort, improve service consistency, and create transparency into operational health across teams and departments.
Flevy provides ready-made service desk templates, incident matrices, and change workflows. Teams deploy these immediately, reducing implementation time from months to weeks while ensuring ISO 20000 compliance.
David Tang, New York
Strategy & Operations, Digital Transformation, Management Consulting
The editorial content of this page was overseen by David Tang. David is the CEO and Founder of Flevy. Prior to Flevy, David worked as a management consultant for 8 years, where he served clients in North America, EMEA, and APAC. He graduated from Cornell with a BS in Electrical Engineering and MEng in Management.
Last updated: April 15, 2026
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