CompliWiseAI
IT Service Management · Global

ISO 20000 documentation generator

ISO/IEC 20000-1 is the international standard for IT Service Management (ITSM). It's ideal for MSPs and IT service providers, covering service levels, incidents, changes, problems and continual improvement (closely aligned with ITIL).

ISO/IEC 20000-1 is the certifiable standard for IT service management — the natural fit for managed service providers and internal IT teams that want to prove they deliver reliable, well-governed services. It formalises service levels, incident and problem management, change and configuration management, and continual improvement, and pairs well with ISO 27001. CompliWiseAI generates the SMS documentation set tailored to your services.

Documents we generate for ISO 20000

10 required documents, each tailored to your company and structured for audit.

SMS Scope & Context

Required

Boundaries and context of the service management system.

Policy · ISO 20000 §4

Service Management Policy

Required

Management commitment to service quality and improvement.

Policy · ISO 20000 §5.2

Service Catalogue

Required

The services offered, their features and dependencies.

Log template · ISO 20000 §8.2.4

Service Level Management & SLAs

Required

Agreeing, measuring and reporting service levels.

Policy · ISO 20000 §8.3.3

Incident & Service Request Management

Required

Handling incidents and service requests to restore service quickly.

SOP · ISO 20000 §8.6.1

Problem Management Procedure

Required

Identifying and removing the root causes of recurring incidents.

SOP · ISO 20000 §8.6.3

Change Management Procedure

Required

Controlled assessment, approval and deployment of changes.

SOP · ISO 20000 §8.5.1

Configuration Management Procedure

Required

Maintaining accurate information about configuration items.

SOP · ISO 20000 §8.2.6

Capacity & Availability Management

Required

Ensuring services have sufficient capacity and availability.

SOP · ISO 20000 §8.4

Continual Improvement & Management Review

Required

Reviewing performance and improving the service management system.

Log template · ISO 20000 §9–10

ISO 20000 readiness checklist

  • SMS scope and services defined
  • Service management policy approved
  • Service catalogue maintained
  • SLAs agreed and reported
  • Incident and request management operating
  • Problem management process in place
  • Change management process operating
  • Continual improvement and review conducted

ISO 20000 — frequently asked questions

What is ISO 20000?+

ISO/IEC 20000-1 is the international standard for IT service management systems (SMS). It defines requirements for planning, delivering and improving IT services, and aligns closely with ITIL.

Who should get ISO 20000?+

Managed service providers (MSPs), IT outsourcers and internal IT departments that want to demonstrate mature, reliable service management to customers.

How does it relate to ITIL and ISO 27001?+

ITIL is a best-practice framework; ISO 20000 is the certifiable standard you can be audited against. It complements ISO 27001, which covers the security of those services.

Start your ISO 20000 documentation free

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