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IT Governance Launches Toolkit To Help Companies Maximise IT Service Management

Press Releases - 8th August 2011

Ely, England, 8 August 2011IT Governance (ITG), the one-stop shop for ITIL®, ISO/IEC 20000 and IT service management expertise, is today launching a toolkit to help companies secure the benefits of best practice IT service management (ITSM).

The new ‘IT Service Management Documentation Toolkit’ is designed to help companies put in place ‘fit-for-purpose’ documentation, implement ITIL service management best practices and, ultimately, optimise their IT service management systems.

Alan Calder, Chief Executive of IT Governance, says: ‘This unique toolkit is the perfect investment for organisations seeking an optimal route to ITSM best practice, guiding companies through the relevant processes. ITIL is the world’s foremost ITSM framework and ITIL implementation is invaluable for achieving compliance with ISO/IEC 20000, the globally recognised set of ITSM standards.

‘With the ITIL framework providing best practice guidance on how to manage IT infrastructure and streamline IT services in line with business expectations, ITIL is becoming increasingly vital for IT professionals.

‘Our toolkit draws on original content licensed by the Office of Government Commerce (OGC), which oversees the ITIL framework, so you can be sure the toolkit contains the relevant documentation to ensure correct implementation and enjoy the consequent organisational and commercial benefits.

‘The importance of ITSM can hardly be overestimated, especially as many service providers are required by their governments to achieve ISO/IEC 20000 certification. This toolkit will help organisations avoid costly trial-and-error dead-ends.’

The documents contained in the toolkit include service management plan templates; a service level agreement template; 100 pre-written policies, procedures, templates and guidance documents; a pre-written IT service management system manual; and over 400 pages of fit-for-purpose information.

The toolkit has been written by ITIL specialists Jenny Dugmore and Shirley Lacy. Dugmore was the chair of the British Standards Institution (BSI) committee that produced BS15000, a prequel to ISO/IEC 20000, and is now the chair of the ISO Committee responsible for the 20000 series. In 2005, she was awarded a lifetime achievement award by the IT Service Management Forum (itSMF). Lacy was an ITIL author and project mentor for the ITIL 2011 Update. She holds the ITIL ‘expert’ certificate and is an accredited trainer for ITIL and ISO/IEC 20000. Among their many ITSM-related achievements, Dugmore and Lacy have co-authored ‘A Manager’s Guide to Service Management’ and ‘Introduction To The ISO/IEC 20000 Series’.

Dugmore says: ‘Effective service management is increasingly recognised as fundamental to business success. Customers are looking for better quality, lower costs, greater flexibility and faster responses to their changing requirements. This toolkit enables all types of service providers to set up and implement an effective service management system that delivers quality and value to customers.’

Lacy adds: ‘The toolkit uses tried and tested best practices that avoid re-inventing the wheel. The gap analysis tool and template-driven approach will help an organisation assess current ITSM requirements and implement relevant service management processes.’

The toolkit costs £495 ($818.06/€568.75) and can be purchased as a download at:

A ‘try before you buy’ version of the toolkit is also available and can be requested here.