A tailored course, built for your situation
Broader Decision Scope on Service Delivery Standards with ISO 20000
Earn expanded remit over service operations frameworks in your current role
$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 technically capable but excluded from service framework decisions
The situation this course is for
Strong engineers often deliver within standards but aren't invited into shaping them, limiting their influence despite being closest to system behavior and failure points.
Who this is for
Senior individual contributor in engineering or IT operations who touches service delivery, incident response, or platform reliability, and wants more authority without moving into management.
Who this is not for
Entry-level engineers, consultants selling ISO 20000 services, or leaders focused solely on strategic roadmaps without operational ownership.
What you walk away with
- Own end-to-end service continuity planning under ISO 20000
- Lead internal alignment on service lifecycle controls without escalation
- Document repeatable support pathways adopted across teams
- Shape vendor onboarding to meet ISO 20000 service delivery criteria
- Drive incident review cycles with formalized improvement tracking
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 in Engineering Context
Position ISO 20000 not as compliance overhead but as a decision framework for service ownership. Learn how senior engineers use it to clarify accountability and drive cross-team alignment.
12 chapters in this module
- What ISO 20000 governs in practice
- Service lifecycle stages defined
- Distinguishing ISO 20000 from ISO 27001
- Where software engineers interface
- Common misperceptions in tech orgs
- Balancing agility and standardization
- Mapping incidents to service failures
- Role of documentation in audits
- Engineering ownership of SLAs
- Integrating CI CD with service reviews
- Incident ownership thresholds
- Tracking service improvement cycles
Module 2. Service Request Management
Master how to define and own standardized request handling within engineering teams, reducing ad hoc requests and increasing predictability.
12 chapters in this module
- Defining service request scope
- Automating intake workflows
- Categorizing request types
- Setting resolution time bands
- Routing to correct owners
- Tracking request metrics
- Avoiding request overload
- Documenting approval chains
- Linking requests to changes
- Using templates for reuse
- Measuring resolution quality
- Auditing request logs
Module 3. Incident Management Alignment
Turn reactive firefighting into structured incident governance that aligns with ISO 20000 requirements and elevates your influence.
12 chapters in this module
- Defining incident vs problem
- Classifying impact levels
- Escalation path design
- Setting response time targets
- Ownership documentation
- Post-mortem integration
- Linking incidents to services
- Tracking incident trends
- Automated alert routing
- Reducing repeat incidents
- Formalizing resolution criteria
- Audit ready incident files
Module 4. Problem Management Integration
Shift from fixing symptoms to owning root cause resolution, gaining authority over long-term service health.
12 chapters in this module
- Triggering problem records
- Root cause analysis methods
- Linking problems to incidents
- Defining permanent fixes
- Tracking known errors
- Maintaining error database
- Prioritizing fixes
- Linking to change process
- Measuring resolution speed
- Avoiding duplication
- Formalizing workaround use
- Auditing problem closures
Module 5. Change Enablement
Gain confidence to lead standardized change workflows without relying on centralized teams.
12 chapters in this module
- Types of changes defined
- Assessing change impact
- Standard change criteria
- Approval workflows
- Emergency change path
- Change scheduling
- Backout planning
- Change advisory board role
- Documentation requirements
- Tracking success rate
- Automating approvals
- Audit evidence collection
Module 6. Configuration Management
Build authoritative, trustworthy views of systems and dependencies used in service delivery.
12 chapters in this module
- Defining configuration items
- CMDB design principles
- Automated discovery tools
- Ownership of CIs
- Relationship mapping
- Baseline standards
- Access controls
- Audit trails
- Version tracking
- Linking to changes
- Linking to incidents
- Maintaining accuracy
Module 7. Service Level Management
Define, negotiate, and maintain service level expectations across internal and external stakeholders.
12 chapters in this module
- SLA vs OLAs vs UCs
- Defining measurable targets
- Negotiating with partners
- Documenting agreements
- Review cycles
- Performance reporting
- Missed target responses
- Automated monitoring
- Threshold alerts
- Remediation planning
- Stakeholder communication
- Audit readiness
Module 8. Continual Improvement
Lead improvement initiatives that demonstrate measurable gains in service delivery and earn recognition.
12 chapters in this module
- Identifying improvement areas
- Using PDCA cycles
- Setting improvement goals
- Measuring outcomes
- Documenting initiatives
- Prioritizing efforts
- Cross-team collaboration
- Reporting impact
- Linking to incidents
- Linking to changes
- Sustaining gains
- Auditing improvements
Module 9. Vendor and Third-Party Oversight
Extend ISO 20000 governance to external partners and contractors delivering service components.
12 chapters in this module
- Defining vendor scope
- Service level agreements
- Onboarding checklist
- Access management
- Performance monitoring
- Incident ownership
- Change coordination
- Security compliance
- Contract alignment
- Exit planning
- Audit rights
- Reporting requirements
Module 10. Internal Audit Preparation
Proactively shape audit outcomes by building evidence that reflects strong operational control.
12 chapters in this module
- Understanding audit scope
- Document retention rules
- Evidence collection
- Interview readiness
- Finding prevention
- Gap identification
- Remediation tracking
- Audit timeline
- Stakeholder roles
- Evidence automation
- Post-audit follow up
- Continuous readiness
Module 11. Stakeholder Communication
Communicate service management activities effectively to technical and non-technical audiences.
12 chapters in this module
- Identifying stakeholders
- Tailoring messages
- Reporting formats
- Status updates
- Escalation protocols
- Feedback loops
- Meeting cadence
- Documentation standards
- Transparency balance
- Crisis communication
- Executive summaries
- Team alignment
Module 12. Implementation Playbook Integration
Put everything together with a custom-built implementation playbook tailored to your environment.
12 chapters in this module
- Assessing current state
- Gap analysis
- Roadmap creation
- Prioritization framework
- Resource planning
- Stakeholder buy-in
- Pilot programs
- Scaling rollout
- Feedback integration
- Success metrics
- Sustainability planning
- Handover to team
How this maps to your situation
- Post-incident review needing formal follow-up
- Vendor onboarding requiring standardized controls
- Internal audit approaching with service gaps
- Leadership asking for service continuity plan
Before vs. after
Before
Responding to service requests and incidents without shaping the framework
After
Leading service governance decisions and driving improvements in your current role
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 3-4 hours per module, with self-paced access and immediate download of templates upon enrollment.
If nothing changes
Continuing to execute within service standards without influencing them means missed opportunities to shape reliability, scalability, and operational ownership, leaving broader impact to others.
How this compares to the alternatives
Most ISO 20000 training is designed for compliance staff or consultants. This course is built specifically for senior engineers who want to expand their decision scope, not pass a certification exam.
Frequently asked
Do I need prior experience with ISO 20000?
No. The course is designed for engineers already working within service delivery systems, regardless of prior framework exposure.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me get certified?
No. This course focuses on practical decision authority, not test preparation.
$199 one-time. Approximately 3-4 hours per module, with self-paced access and immediate download of templates upon enrollment..
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