PCAP Service Descriptions, Process Descriptions, Operating Procedures and Job Descriptions directly support the implementation of ISO20000, ITIL and COBIT requirements.
Visit our shop for a comprehensive list of available documents and supercharge your IT service management implementation!
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Sample Procedure Document Set - [.pdf format] |
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Sample Job Description - [.pdf format] |
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Sample Service Description - [.pdf format] |
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Sample Service Process Definition Document - [.pdf format] |
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PCAP Library to ITIL Matrix |
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PCAP Library to COBIT Matrix |
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Free Download: ISO20000: ISO9000, PDCA, and ITIL Guidelines Fit |
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Free Download: Dimensions of IT Service |
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Free Download: COBIT Overview |
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ISO20000 Implementation - Outline Project Plan |
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Free Download: Module 1 - Management Framework Overview |
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Free Download: Module 2 - Organizing for Management Framework Development |
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Free Download: Module 3 - Designing the Management Framework |
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Free Download: Module 4 - Developing the Core Procedures and Standards |
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Free Download: Module 5 - Implementing the Management Framework |
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ISO20000-1:IT Service Management Part 1 Specification: This document describes the standard of
service process management required for your organisation to comply with currently perceived industry best practice. As with all
BSI standards it has been developed by a team of experts and involved parties across the ITSM industry. 17 pages. |
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ISO20000-2: IT Service Management Part 2 Code of Practice: This document expands on each section in Part 1 and offers guidance, advice and direction to companies planning certification to ISO20000. 35 pages. |
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ISO17799/BS7799-1 Information Technology - Code of practice for information security management. This document provides recommendations
and guidance for the design and implementation of a system that will meet the requirements of the information security standard BS7799 Part 2
- 77 pages of useful information aligned to each section of the security standard. |
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ISO27001/BS7799-2 Information Technology - Security techniques. Information security management systems. Requirements. Specification with guidance for use. This document describes the standard of
security process management required for your organisation to comply with current industry best practice. As with all BSI standards it has been developed by a team of experts
and involved parties across the IT industry. |
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BS7799-3 Information security management systems - Guidelines for information security risk management. |
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ISO10002 Guidelines for complaints handling in organizations.
This document describes a best practice approach to managing and resolving complaints to improve customer satisfaction.
( international standards replacement for BS8600 - Customer Complaints Management ) |
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COBIT - Executive Summary, Framework, Management Guidelines, Control Objectives, Implementation Tool Set.
This comprehensive set of documents developed by the IT Governance Institute and Information Systems Audit and Control Foundation takes an IT Audit approach to IT Service Management and
covers a wider perspective than ITIL. The documents are available at zero cost and can be downloaded from
www.isaca.org. |
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BIP0005: A Managers Guide to Service Management: based on the original and most easy to understand
IT service management book and the one that you should start with. The document is available from the British Standards Institute. |
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PD 0015 IT Service Management: Self Assessment Workbook: a very useful self help document if you are planning to certify to ISO20000. Although withdrawn as a standalone document it can still be purchased from the British Standards Institute.
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ITIL V3: A comprehensive but increasingly over complex and over documented library of IT Service Management documents covering all key areas of operational activity. |
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Australian Standards can be searched for and purchased from the Australian Standards website on line http://www.standards.com.au
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Canadian Standards can be searched for and purchased from the Canadian Standards website on line http://www.csa.ca
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South African Standards can be purchased from the South African Standards website http://www.stansa.co.za
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British Standards can be searched for and purchased from the British Standards Institute on line http://www.bsi-global.com
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Complimentary COBIT documents are available from the following website. You must create an online profile to gain access to the documents.http://www.isaca.org
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