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Deeper command of the ISO 20000 service management framework

$199.00
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A tailored course, built for your situation

Deeper command of the ISO 20000 service management framework

Master the structure behind service delivery so your programs lead with precision

$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.
Frustration with fragmented service frameworks that don’t align to audit or operational outcomes

The situation this course is for

Teams invest in ISO 20000 but fail to close the loop between policy, process, and proof, resulting in rework, auditor follow-ups, and diluted accountability

Who this is for

Program Manager in management consulting or federal contracting, responsible for service delivery frameworks and compliance-readiness

Who this is not for

Entry-level coordinators, auditors focused only on checklists, or practitioners outside service management domains

What you walk away with

  • Navigate ISO 20000 control requirements with confidence and precision
  • Map policies directly to evidence-generating activities for smoother audits
  • Design service improvement cycles that align with compliance timelines
  • Own end-to-end structure of service delivery programs from planning to review
  • Anticipate auditor questions with sourced reasoning and documented mappings

The 12 modules (with all 144 chapters)

Module 1. Understanding ISO 20000 scope and applicability
Clarify which services fall under the standard and why, using real program examples to anchor boundaries.
12 chapters in this module
  1. Service definition criteria
  2. Boundaries and interfaces
  3. Applicability statements
  4. Exclusion justification
  5. Stakeholder alignment
  6. Documentation hierarchy
  7. Process ownership
  8. Compliance scope mapping
  9. Service catalog alignment
  10. Audit scope planning
  11. Version control setup
  12. Review cycle cadence
Module 2. Service management policy development
Build a policy that meets ISO 20000 requirements while reflecting actual delivery culture.
12 chapters in this module
  1. Policy statement structure
  2. Leadership commitment language
  3. Objectives alignment
  4. Risk-based thinking
  5. Continuous improvement clause
  6. Measurement integration
  7. Review responsibilities
  8. Change control triggers
  9. Stakeholder input process
  10. Policy dissemination
  11. Version tracking
  12. Retirement process
Module 3. Service level management
Define, negotiate, and maintain SLAs that reflect real expectations and deliverables.
12 chapters in this module
  1. SLA identification
  2. Service catalog linkage
  3. Customer negotiation process
  4. Performance indicators
  5. Penalty clauses
  6. Review cycles
  7. Escalation paths
  8. Reporting templates
  9. Breach handling
  10. Amendment process
  11. Stakeholder feedback
  12. Audit evidence mapping
Module 4. Incident management design
Create an incident response flow that prioritizes restoration and compliance tracking.
12 chapters in this module
  1. Incident classification
  2. Priority matrix
  3. Escalation procedures
  4. Resolution timelines
  5. Workaround documentation
  6. Closure criteria
  7. Root cause linkage
  8. Trending analysis
  9. Knowledge base use
  10. Integration with change
  11. Reporting metrics
  12. Audit trail capture
Module 5. Problem management integration
Link problem records to incidents and changes to prevent recurrence.
12 chapters in this module
  1. Problem identification
  2. Known error database
  3. Root cause analysis
  4. Workaround tracking
  5. Change linkage
  6. Trend detection
  7. Resolution workflows
  8. Escalation paths
  9. Knowledge reuse
  10. Prevention planning
  11. Metrics reporting
  12. Audit preparation
Module 6. Change control structure
Implement a change process that balances agility with control.
12 chapters in this module
  1. Change types classification
  2. Standard changes
  3. Normal change process
  4. Emergency process
  5. CAB roles
  6. Risk assessment
  7. Authorization levels
  8. Backout planning
  9. Documentation standards
  10. Post-implementation review
  11. Change calendar
  12. Audit trail
Module 7. Configuration management database setup
Build a CMDB that supports both service planning and compliance verification.
12 chapters in this module
  1. CI identification
  2. Relationship mapping
  3. Ownership assignment
  4. Data collection
  5. Update frequency
  6. Access controls
  7. Integration points
  8. Audit trail
  9. Reporting schema
  10. Validation cycles
  11. Scope boundaries
  12. Tool selection
Module 8. Release and deployment strategy
Align release cycles with change and configuration processes.
12 chapters in this module
  1. Release types
  2. Build environments
  3. Test validation
  4. Deployment windows
  5. Rollback planning
  6. Staging process
  7. Communication plan
  8. Deployment checklist
  9. Post-release review
  10. Documentation update
  11. Incident linkage
  12. Audit evidence
Module 9. Supplier management integration
Ensure third parties meet service and compliance expectations.
12 chapters in this module
  1. Contract alignment
  2. Performance monitoring
  3. Service credits
  4. Audit rights
  5. Subcontractor oversight
  6. Risk assessment
  7. Onboarding process
  8. Performance reviews
  9. Termination clauses
  10. Compliance verification
  11. Incident linkage
  12. Reporting standards
Module 10. Service continuity planning
Design continuity practices that meet ISO 20000 resilience requirements.
12 chapters in this module
  1. Risk assessment
  2. Critical service ID
  3. Recovery objectives
  4. Backup procedures
  5. Test planning
  6. Resource allocation
  7. Incident linkage
  8. Escalation paths
  9. Documentation standards
  10. Review cycles
  11. Stakeholder roles
  12. Audit evidence
Module 11. Internal audit preparation
Turn compliance into a predictable, evidence-driven process.
12 chapters in this module
  1. Audit schedule
  2. Checklist development
  3. Evidence collection
  4. Interview prep
  5. Finding classification
  6. Response drafting
  7. Remediation tracking
  8. Follow-up cycles
  9. Trend analysis
  10. Reporting format
  11. Stakeholder communication
  12. Leadership briefing
Module 12. Continuous improvement cycle
Embed feedback loops that refine service and compliance performance.
12 chapters in this module
  1. Improvement identification
  2. Data collection
  3. Root cause analysis
  4. Action planning
  5. Ownership assignment
  6. Timeline setting
  7. Progress tracking
  8. Success metrics
  9. Stakeholder feedback
  10. Documentation update
  11. Audit linkage
  12. Review integration

How this maps to your situation

  • When starting a new service program
  • Before an internal audit cycle
  • After a compliance gap is identified
  • During vendor transition or onboarding

Before vs. after

Before
Navigating ISO 20000 feels fragmented with unclear mappings between policy, process, and proof
After
You move through the standard with precision, producing audit-ready artefacts and leading program design

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: 6-8 hours total, designed to be completed in short sprints across two weeks

If nothing changes
Without structured mastery, compliance efforts remain reactive , increasing audit friction, rework, and leadership scrutiny

How this compares to the alternatives

Generic ISO 20000 training covers only theory. This course delivers actionable templates and real-world examples tailored to program-level service management in consulting environments.

Frequently asked

Who is this course for?
Program Managers and service delivery leads who need to implement or improve ISO 20000-aligned programs with confidence.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this to federal or government programs?
Yes , the course includes examples from regulated and federal-adjacent environments, with attention to documentation rigor and audit readiness.
$199 one-time. 6-8 hours total, designed to be completed in short sprints across two 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
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