A tailored course, built for your situation
Become the Go To Practitioner for ISO 20000 at the firm
Position yourself as the internal authority on service management frameworks through mastery of ISO 20000 implementation and governance
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Being seen as the default expert on service management standards
The situation this course is for
Even high-performing practitioners can remain invisible when their expertise isn't formally recognized or consistently referenced by peers and leadership.
Who this is for
Senior service management professional advancing governance impact in a global IT services firm
Who this is not for
Entry-level staff, auditors looking for checklist training, or those outside service delivery leadership roles
What you walk away with
- Be consistently consulted first on ISO 20000 interpretation and rollout
- Lead internal workshops that align teams without escalation overhead
- Produce audit-ready documentation that reflects organizational maturity
- Earn reputation as the source for cross-functional service delivery alignment
- Strengthen influence by delivering reusable frameworks others adopt
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope and Applicability
Define where ISO 20000 applies across service lifecycle stages and identify boundary decisions that shape compliance efforts.
12 chapters in this module
- Service scope definition
- Process inclusion criteria
- Exclusion justification
- Stakeholder alignment
- Documentation thresholds
- Integration with existing SLAs
- Version compatibility
- Change control linkages
- Performance metric mapping
- Audit trail requirements
- Cross-module dependencies
- Baseline assessment
Module 2. Service Management Policy Development
Craft policies that reflect organizational maturity and satisfy ISO 20000 control expectations.
12 chapters in this module
- Policy structure design
- Leadership endorsement
- Version control
- Policy dissemination
- Compliance measurement
- Risk alignment
- Review cycles
- Exception handling
- Integration with risk register
- Policy enforcement
- Audit mapping
- Stakeholder feedback
Module 3. Designing Service Delivery Processes
Build measurable, repeatable processes that meet ISO 20000 requirements without over-engineering.
12 chapters in this module
- Process boundary definition
- Input output mapping
- Role assignment
- Escalation paths
- KPIs and targets
- Monitoring mechanisms
- Integration with change control
- Tooling alignment
- Performance reporting
- Continuous improvement loop
- Document ownership
- Training integration
Module 4. Incident and Problem Management Alignment
Ensure incident resolution supports service continuity and feeds into root cause improvement cycles.
12 chapters in this module
- Incident classification
- Priority rules
- Response timelines
- Resolution tracking
- Problem linkage
- Known error database
- Workaround logging
- Trend analysis
- Major incident process
- Post-mortem workflow
- Communication protocols
- Audit trail completeness
Module 5. Change Evaluation and Control
Implement change management that satisfies ISO 20000 while supporting agile delivery.
12 chapters in this module
- Change categorization
- Standard change identification
- Approval workflows
- Risk assessment
- Backout planning
- Implementation tracking
- Change advisory board role
- Urgent change process
- Documentation requirements
- Post-implementation review
- Compliance verification
- Trend reporting
Module 6. Configuration and Asset Management
Maintain reliable configuration records that support audit readiness and service impact analysis.
12 chapters in this module
- CMDB scope definition
- CI identification
- Attribute requirements
- Relationship mapping
- Ownership assignment
- Update frequency
- Audit reconciliation
- Tool integration
- Version history
- Access controls
- Reporting needs
- Decommission process
Module 7. Service Level Agreement Design and Governance
Create SLAs that are enforceable, measurable, and aligned with business expectations.
12 chapters in this module
- SLA scoping
- KPI selection
- Target setting
- Reporting format
- Review cycles
- Performance review process
- Exception handling
- Penalty clauses
- Customer acceptance
- Legal alignment
- Renewal linkage
- Audit reference
Module 8. Supplier Management Frameworks
Govern third-party providers to ensure they meet ISO 20000 obligations.
12 chapters in this module
- Supplier identification
- Contractual obligations
- Performance monitoring
- SLA alignment
- Escalation mechanisms
- Audit rights
- Risk assessment
- Onboarding process
- Exit planning
- Compliance verification
- Reporting requirements
- Review meetings
Module 9. Continual Improvement Program Design
Embed improvement cycles that drive measurable service gains and satisfy ISO 20000 requirements.
12 chapters in this module
- Improvement idea capture
- Prioritization criteria
- Resource allocation
- Pilot planning
- Success metrics
- Change implementation
- Knowledge transfer
- Lessons learned
- Feedback collection
- ROI analysis
- Audit showcase
- Leadership reporting
Module 10. Internal Audit Readiness
Prepare for audits with complete documentation and confident team alignment.
12 chapters in this module
- Audit schedule awareness
- Document readiness
- Role preparation
- Evidence collection
- Gap identification
- Remediation workflow
- Interview readiness
- Findings tracking
- Corrective action
- Follow-up verification
- Compliance reporting
- Executive summary
Module 11. Management Review and Reporting
Deliver insights that show ISO 20000’s operational and strategic value.
12 chapters in this module
- Review frequency
- Agenda design
- Performance presentation
- Risk reporting
- Improvement tracking
- Resource needs
- External changes
- Compliance status
- Action item tracking
- Decision logging
- Stakeholder alignment
- Documentation
Module 12. Certification and External Audit
Navigate third-party certification with confidence and minimal disruption.
12 chapters in this module
- Certification scope
- Auditor selection
- Documentation prep
- Interview coordination
- Evidence submission
- Non-conformance handling
- Corrective action plan
- Follow-up audit
- Certification maintenance
- Public recognition
- Internal communication
- Re-certification planning
How this maps to your situation
- During initial ISO 20000 rollout
- When expanding service scope
- Before internal audit cycles
- During vendor onboarding
Before vs. after
Before
Ad hoc consultation on service management standards with limited recognition
After
Established reputation as the go to ISO 20000 practitioner with measurable influence
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 2.5 hours per week over 12 weeks
If nothing changes
Continuing without formal recognition may result in missed opportunities for leadership visibility and influence on critical service delivery decisions.
How this compares to the alternatives
Unlike generic ISO 20000 training, this course focuses on real-world implementation, peer influence, and recognition-building in complex service environments.
Frequently asked
Who is this course designed for?
Senior practitioners leading or influencing service management in regulated environments.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
What frameworks are covered?
The course centers on ISO 20000 with cross-references to COBIT and ITIL practices where relevant.
$199 one-time. Approximately 2.5 hours per week over 12 weeks.
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours