The ISO 20000 (ex-BS15000)
Service Management Standard
Both parts of the standard can be downloaded here (the BSI StandardsDirect Shop)
The ISO 20000 Toolkit
This is the major support resource for the standard. It includes both ISO20000-1 and ISO 20000-2 in PDF format, a compliance assessment kit, and libraries of documents supporting: Service Delivery, the Resolution Process, the Control Process, the Release Process, and the Relationship Process.
Follow the Standards Direct above for online purchase.
Service Level Agreement Toolkit
A template plus guide