brivellisSMS Starter Kit for ISO/IEC 20000-1
Free · 17 files · v1.1 · Reviewed 11 Oct 2026
- 17 editable Word and Excel files
- A worked example, Falcon Ridge IT Services, in every template
- Current with ISO/IEC 20000-1:2018 and Amd 1:2024
- A free 26-lesson course that follows the kit
No sign-up. Free to use within one organisation.
What's included
| File | Component | What you use it for |
|---|---|---|
| 00 | Read Me First | Start here: the order of work and how the files connect |
| 00a | Responsible AI Use Guide | Six rules for using AI on the kit, and how to show you followed them |
| 01 | SMS Scope Statement | Set the context, interested parties and the services your SMS covers |
| 01b | Scope worked example | A completed scope statement for the fictional example organisation |
| 02 | Service Management Policy | Set the service management policy and objectives |
| 02b | Policy worked example | A completed policy for the fictional example organisation |
| 03 | Service Level Agreement template | Agree parties, service hours and service level targets with a customer |
| 03b | SLA worked example | A completed SLA with availability, response and resolution targets |
| 04 | SMS Workbook | Readiness checklist, risk register, audit programme, catalogue, KPIs and crosswalk |
| 04b | Workbook worked example | The workbook filled in for the fictional example organisation |
| 05 | AI Tailoring Prompt Pack | Prompts to adapt the templates with your own AI tool; every output is a draft |
| 06 | SMS Plan | Plan how you address risks, meet objectives and run the SMS |
| 06b | SMS Plan worked example | A completed SMS plan for the fictional example organisation |
| 07 | Management review and nonconformity | Record the management review and correct nonconformities |
| 07b | Review and nonconformity worked example | A completed review and nonconformity record for the example |
| 08 | AI-Use Log (workbook) | One line per AI session: tool, data check, reviewer, approval |
| 09 | Capstone Rubric | Score your scope, policy and one SLA out of 20 before you go further |
How the kit fits together
Work through the files in this order.
- ScopeFile 01
- PolicyFile 02
- PlanFile 06
- OperateFiles 03, 04
- ReviewFile 07
Every file at a glance
What you can use it for
Prepare for certification or a tender
Draft the core documents before an audit or an RFP that asks for ISO/IEC 20000-1.
Align ITIL® practices with the standard
Use the workbook crosswalk to map ITIL® practices to clauses and avoid duplicate work.
Build the SMS with your own team
Write a first full draft in-house, with a worked example beside every template.
Learn with the free course
SMS in Practice: Implementing ISO/IEC 20000-1. 26 lessons that follow the kit.
Start the free courseHow we use AI
The templates were drafted with AI assistance, then reviewed, corrected and approved by a person before release. The AI Tailoring Prompt Pack helps you adapt them with your own AI tool: use a business account, keep personal and confidential data out, and have a competent person approve every document. AI never creates evidence; your records come from running the processes. Read the Responsible AI Charter.
Questions
Does this kit make us certified?
No. It is a starting document set, not certification or audit advice.
Do I need a copy of the standard?
Yes. The kit references clause numbers and does not reproduce the standard.
What is included and what is not?
The kit covers the core documents: scope, policy, SMS plan, SLA, management review and nonconformity, plus a workbook with a readiness checklist, internal audit checklist, service catalogue, KPI register and crosswalk. Every template has a worked example. Operational process documents for clause 8 (incident, change, problem, request, release) are not included.
Does it work with ITIL®?
Yes. The workbook includes a crosswalk from ISO/IEC 20000-1 clauses to ITIL® practices and to ISO/IEC 27001:2022 Annex A controls, so you can avoid duplicate work.
Can I use AI to tailor the documents?
Yes. The AI Tailoring Prompt Pack works with general-purpose AI assistants, and the Responsible AI Use Guide (00a) sets the rules. Use a business AI account, do not paste personal or confidential data, label every output as a draft, record its use in the AI-Use Log (08) and have a competent person review every document before approval.
Can consultants use the kit with clients?
The free licence covers internal use within one organisation. Each client organisation should download its own copy. Redistribution and resale are not allowed.
Do you collect my details?
No. There is no sign-up. The download is served by GitHub, and Brivellis sees only an anonymous total download count.
How do I check my work?
Score your scope statement, policy and one SLA with the capstone rubric (aim for 16 out of 20). It is file 09 in the kit and also a separate PDF. It is a self-assessment; nothing is uploaded. Open the capstone rubric (PDF).
Is there a course for this kit?
Yes. It is free on YouTube and on Udemy: 26 short lessons across 8 modules (about 85 minutes in total) that walk through the kit template by template. The Udemy version adds a short quiz after each module. Start the free course.
What changed in this version?
Version 1.1 rechecks every clause reference against ISO/IEC 20000-1:2018 including Amendment 1:2024. One crosswalk mapping was corrected: clause 6.3 no longer maps to ISO/IEC 27001 clause 6.3. New files: the Responsible AI Use Guide (00a), the AI-Use Log (08) and the Capstone Rubric (09). Every document now records whether AI was used and who reviewed it. The prompt pack forbids invented evidence and labels every output DRAFT. The worked example's cities are now the fictional Northport and Westbrook.
Start with the readiness checklist
Download the kit, open the workbook and score where you stand today. New walkthroughs are shared in the Brivellis Briefing.
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Free course
SMS in Practice: Implementing ISO/IEC 20000-1 (Free Course)
A free video course that walks through the kit, template by template.
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© 2026 Brivellis Technologies FZE LLC. Free to use within one organisation. No resale, redistribution or republication, in original or modified form; keep the Brivellis attribution. Permissions: [email protected].
Brivellis Technologies FZE LLC is an independent company. It is not affiliated with, endorsed by, or licensed by ISO, IEC, NIST or PeopleCert. Standards are referenced by their full designation (e.g., ISO/IEC 27001:2022) and are not reproduced. ITIL® is a registered trade mark of the PeopleCert group. All rights reserved. This material paraphrases requirements, does not reproduce any standard or regulation, and is not legal, certification or audit advice.