Skill Packages
Browse ready-made AI workflow skills for document elaboration, review, and structuring.
ISO 20000 Budgeting and Accounting for IT Services
Establish budgeting and accounting for IT services per ISO/IEC 20000-1:2011 Clause 6.4. Creates service cost models with cost categories, allocation methods, budgeting cycles, and per-service cost breakdowns. Validates the service costs register for completeness.
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Establish business relationship management for ISO/IEC 20000-1:2011 Clause 7.1 -- customer relationships, satisfaction measurement, complaint handling, and communication planning.
Learn MoreISO 20000 Capacity Management
Create the capacity management plan for ISO/IEC 20000-1:2011 Clause 6.5. Identifies capacity-critical resources per service, documents baselines and utilization, forecasts demand, defines thresholds with trigger actions, and plans capacity upgrades. Validates the capacity plan register for completeness.
Learn MoreISO 20000 Gap Assessment
Assess current service management maturity against all ISO/IEC 20000-1:2011 requirements (Clauses 4-9). Evaluates 15 clause areas on a 0-5 maturity scale, documents gaps with remediation actions, and produces a prioritized remediation roadmap. Gap assessment validator ensures all clause areas are covered and findings are complete.
Learn MoreISO 20000 Incident and Service Request Management
Establish incident and service request management for ISO/IEC 20000-1:2011 Clause 8.1 -- incident lifecycle, priority matrix, escalation procedures, major incident handling, and service request fulfillment.
Learn MoreISO 20000 Information Security Management
Establish information security management for the SMS per ISO/IEC 20000-1:2011 Clause 6.6. Defines the information security policy, identifies security controls mapped to services, establishes security incident management, and documents ISO 27001 alignment. Validates the security controls register for domain coverage and service mapping.
Learn MoreISO 20000 Internal Audit (Clause 4.5.4.2)
Plan and execute SMS internal audits for ISO/IEC 20000-1:2011. Create annual audit programs, plan individual engagements, document findings with classifications (Major NC, Minor NC, Observation, OFI), and prepare corrective action plans.
Learn MoreISO 20000 Management Review (Clause 4.5.5)
Prepare and conduct management review of the SMS for ISO/IEC 20000-1:2011. Compile all required review inputs per Clause 4.5.5, document decisions with owners and dates, track improvement actions, and produce the management review report.
Learn MoreISO 20000 Monitoring and Measurement (Clause 4.5.4.1)
Define monitoring, measurement, and review framework for the SMS per ISO/IEC 20000-1:2011. Establish KPIs for all SMS process areas (Clauses 4-9), define measurement methods and targets, create CAPA tracking, and set up effectiveness reviews.
Learn MoreISO 20000 Organization Profile
Build and validate a shared organization profile for ISO/IEC 20000-1:2011 certification. Captures organizational facts (service provider type, locations, departments, technology, roles, maturity) that feed into SMS scope, service catalog, gap assessment, and service management planning. Profile completeness checker validates all required sections.
Learn MoreISO 20000 Problem Management
Establish problem management for ISO/IEC 20000-1:2011 Clause 8.2 -- root cause analysis, known error database, proactive problem identification, and integration with incident and change management.
Learn MoreISO 20000 Service Catalog
Create and validate the service catalog for ISO/IEC 20000-1:2011. Lists all services with owners, customers, SLA references, criticality, and dependency mappings. Service catalog validator checks required fields, duplicate IDs, and orphan dependencies. Feeds into service level management, business relationship management, and capacity planning.
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