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Tools and Software Solutions Toolkit FAQ

Documentation Toolkit FAQs

I’m thinking about purchasing a toolkit…

  • What is a documentation toolkit?

    Most management system, compliance, and certification projects require documented policies, procedures and work instructions. ITGP toolkits are a comprehensive resource, designed and field-tested to meet specific documentation requirements.

    The toolkit is a collection of customizable templates that have been written by industry experts to help you produce documentation that meets the requirements of your chosen management system standard.

  • Why would I want a documentation toolkit?

    Our documentation toolkits are designed to minimize the amount of time and money that an organization spends writing and developing the documents themselves.

  • What format are the files in?

    All of our documentation toolkits are compatible with Microsoft Office 2007, 2010 and 2013, and include templates built in Word, Excel, and PowerPoint.

    If you use older versions of Microsoft Office or a Mac, please contact us for a format suitable for your environment.

  • Will they work on my Mac?

    If you use a Mac, please contact us for a format suitable for your environment. All of our toolkits are available in Mac-compatible formats.

  • Will it work in my organization?

    Our documentation toolkits are suitable for organizations of any type or size, whether they are in the public or private sector, and contain the necessary documentation templates and tools for your implementation project. While some document templates may not initially be relevant within the scope of your project, they may prove valuable over time as your business improves and grows.

  • How can I purchase the documentation toolkit?

    You can purchase the documentation toolkit from our online shop using our secure payment platform or, if you use a Mac or older versions of Microsoft Office (or if you’d just prefer to speak to someone), you can contact us here.

    We are ISO 27001-certified and PCI-compliant.

  • Is the toolkit a software product that I need to install?

    No, it is not a software product that you need to install. However, the documents use a certified macro that enables you to set document classification levels and to quickly fill in certain repetitive fields throughout the documentation templates, such as your company logo, name, and address.

    Our code has a signed certificate verifying that we are the publishers.

    The macro-enabled version is our default download format.

    If you require a version without automation, or if you’d like more information, please contact us to continue your purchase offline by emailing servicecentre@itgovernanceusa.com or calling +1 877 317 3454.

    If you use older versions of Microsoft Office or a Mac, please contact us for a format suitable for your environment.

    We are ISO 27001-certified and PCI-compliant.

  • How will I receive the documents?

    All documentation toolkits are electronically fulfilled and you will receive your sales receipt and download instructions immediately after you have completed the purchase.

  • Are the toolkits fit to use ‘straight out of the box’?

    Toolkits are not an out-of-the-box solution to your project, so you will need to do more than ‘fill in the blanks’.

    Compliance, management systems, and certification projects are complex and require a lot more work than just documentation, and this should be considered when purchasing a toolkit.

    Our documentation toolkits provide a framework for documenting your project, with content and guidance written by experts. You will need to ensure the templates are edited to truly reflect the nature of your business and the environment within which it operates.

    We offer a wide range of packaged solutions to help you as much, or as little, as you need.

  • Can I edit the documentation for my organisation?

    Yes – please do!

    Our document templates need to be edited to truly reflect the nature of your business and the environment within which it operates.

    Toolkits are not an out-of-the-box solution; depending on your implementation project, you will need to add details to the templates that match what your company does and what your company should be doing. Compliance, management system, and certification projects are complex and require a lot more work than just documentation, and this should be considered when purchasing a toolkit.

  • Can I speak to someone about my organisation’s requirements before I purchase?

    Absolutely. You can speak to our friendly team and they will help you to define your project. You can email servicecentre@itgovernanceusa.com or call +1 877 317 3454.

  • Do you offer support for your toolkits?

    We provide a free 12-month update service, ensuring that you get all recent updates with any improvements and changes that we make. Your feedback is vital to the development of our toolkits, as is the consultant and client work we do, so please get in touch and let us know if you find that there is room for improvement.

    We also provide an unlimited drafting support service. Unlimited drafting support entails help setting up, customising, and using the templates, including help interpreting the document structure.

    Drafting support does not extend to consultancy and implementation advice, as the toolkit is a project resource, not an out-of-the-box solution. Documentation toolkits, like the Standard itself, are designed to be used by organizations of all types and sizes. Organizations may need to develop specific content relevant to their internal processes and activities.

  • Do you offer refunds and returns?

    As documentation toolkits cannot be physically returned, we are unable to offer refunds. Please check that your chosen format is suitable for your computer environment before completing your purchase.

    For more information, please see our terms and conditions. If you have any concerns, please contact us at servicecentre@itgovernanceusa.com.

I’ve purchased a toolkit and I need a bit more help with…

  • My toolkit is flagged as having malware. Is it safe to download?

    Yes, all our toolkits are free of any malware. We are aware of an issue, especially with Microsoft Defender, where our toolkits are flagging up as malware. This is a false positive caused by the macros within the toolkit. We are working with Microsoft to resolve this issue.

  • I’ve downloaded the file – how do I extract and access the files?

    Thank you for your purchase!

    The files are provided in a compressed folder, so you will need to extract the files to a location on your computer (otherwise you’ll be opening all of the templates in read-only mode and won’t be able to start working effectively).

    To extract your files, follow these steps:

    • Save the zip file to your desktop
    • Right-click on the attachment in your email, click ‘Save As’ and select ‘Desktop’
    • Once the file has transferred to your desktop, right-click on the files and select ‘Extract All’
    • Chose the location where you want to extract the files (this will usually already have identified the same location as the zip folder)
    • Tick the box that says ‘Show Extracted Files’
    • Click ‘Extract’

  • What do I do once I’ve extracted the toolkit?

    Familiarise yourself with the QuickStartGuide and Guidelines documents – these are in the root folder.

    You are now ready to set up your documentation!

  • Why doesn’t it work on my Mac?

    The content controls (fields) used in the toolkits are not yet supported on Macs – you should check with your account manager at IT Governance that you have been sent the correct files.

  • Am I due an upgrade?

    We try to ensure all relevant updates are sent out to customers who are still within 12 months of purchase. If you are unsure whether you are entitled to an upgrade or update, or whether you were sent the correct files, contact us here with your customer receipt number or invoice number. We will check for you and get any updates sent out to you as soon as possible.

  • Can I rename the files in my toolkit?

    We recommend that you don’t rename the files until you are familiar with the toolkit and templates. Renaming the documents will break the internal hyperlinks within the documents, and those links can be valuable when you are starting out on your implementation project.

    Once you have identified which documents you need for your implementation project, you can export them to a separate folder and rename them so they are in line with your organization’s style or business management system (BMS).

  • Why are the files named the way they are?

    Many project implementers use the document templates alongside a copy of the Standard. We assign our document references based on an abbreviated prefix (typically the specific management system standard or legislation – e.g. ISMS), a reference to the document type (document or record), and a numerical identifier (correlating to the clause or requirement within the standard). By referencing them like this, you can easily navigate your way around the toolkit and validate your progress against the standard. There is a guide in your toolkit that further explains the use of prefixes, suffixes, and numerical identifiers.

  • Why did I get a run-time error when opening a Word file?

    Check the set-up in the UserInput.xlsx worksheet.

    It’s likely the file path for your logo is wrapped in quotation marks or inverted commas, or there may be a stray comma at the end of the last document classification entry. You’ll need to remove these and resave the UserInput.xlsx file. You should no longer receive the run-time error message when opening the toolkit’s Word files.

  • How do I report an issue with the toolkit?

    Please email us with details of the issue(s) you are experiencing at servicecentre@itgovernanceusa.com along with details of the toolkit you purchased. We work on these as a priority and will do our best to provide a fix or solution.

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