Documentation

Answer:
Most of the ISO standards, including ISO 20000 in section, contains requirements for the documents. Additionally, you have to be careful while creating document templates and documents related to processes and procedures in order to avoid overhead.
Our toolkit contains "Procedure for Document and Record Control" (https://advisera.com//wp-content/uploads//sites/6/2015/06/Procedure_for_Document_and_Record_Control_Premium_EN.pdf) which is used to set rules for all documents in scope of the SMS.

In following articles you can find few details how to approach the topic:
"How to structure ISO 20000 documentation" https://advisera.com/20000academy/blog/2016/09/27/how-to-structure-iso20000-documentation/
"Defining roles and responsibilities for ISO 20000-based IT Service Management" https://ad visera.com/20000academy/blog/2017/10/18/defining-roles-and-responsibilities-for-iso-20000-based-it-service-management/