Skip to main content
Image coming soon

Deeper command of the ISO 20000 service delivery framework

$199.00
Adding to cart… The item has been added

A tailored course, built for your situation

Deeper command of the ISO 20000 service delivery framework

Master the structure behind audit-ready service management outcomes

$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.

Who this is for

Senior delivery leader in a global services firm managing compliance-sensitive client outcomes

Who this is not for

Individuals looking for introductory ITIL or general operations training

What you walk away with

  • Complete command of ISO 20000 control objectives and evidence requirements
  • Faster alignment of service delivery workflows with certification benchmarks
  • Ability to produce audit-ready documentation without rework loops
  • Greater influence in cross-functional service governance decisions
  • Template-driven repeatability across delivery engagements

The 12 modules (with all 144 chapters)

Module 1. ISO 20000 Foundations and Scope Boundaries
Establish a working definition of ISO 20000 and identify applicable domains within complex service delivery environments.
12 chapters in this module
  1. Defining service management scope
  2. Understanding certification criteria
  3. Mapping service lines to clauses
  4. Identifying excluded controls
  5. Aligning with client SLAs
  6. Distinguishing ISO 20000 from ITIL
  7. Control ownership frameworks
  8. Evidence thresholds by domain
  9. Certification timeline mapping
  10. Gap assessment methodology
  11. Internal audit triggers
  12. Stakeholder alignment checklist
Module 2. Service Level Management Integration
Integrate service level agreements with ISO 20000 requirements using real-world templates from global engagements.
12 chapters in this module
  1. SLA alignment to clause 6.2
  2. Performance metric design
  3. Escalation path mapping
  4. Customer review cycles
  5. Penalty clause mapping
  6. Evidence pack preparation
  7. Third-party service inclusion
  8. Dynamic SLA adjustment
  9. Reporting frequency standards
  10. Service credit tracking
  11. Review meeting minutes template
  12. SLM automation triggers
Module 3. Incident Management Compliance
Design incident workflows that satisfy both operational needs and ISO 20000 audit expectations.
12 chapters in this module
  1. Incident classification matrix
  2. Response time benchmarks
  3. Priority escalation rules
  4. Root cause documentation
  5. Linking to problem management
  6. Major incident protocol
  7. Cross-system coordination
  8. Event correlation strategy
  9. Resolution evidence capture
  10. Closure criteria standardization
  11. Post-mortem integration
  12. Trend reporting for auditors
Module 4. Problem Management Rigor
Drive problem resolution cycles with structured methods that satisfy ISO 20000 documentation standards.
12 chapters in this module
  1. Problem record creation
  2. Known error database maintenance
  3. Root cause analysis methods
  4. Resolution timeline tracking
  5. Workaround documentation
  6. Change linkage protocol
  7. Trend identification thresholds
  8. Proactive review scheduling
  9. Error closure criteria
  10. Knowledge article integration
  11. Vendor coordination rules
  12. Audit trail completeness
Module 5. Change Management Alignment
Ensure every change adheres to ISO 20000 standards while maintaining delivery velocity.
12 chapters in this module
  1. Change type classification
  2. Standard change identification
  3. Emergency change controls
  4. RFC documentation standards
  5. Approval workflow mapping
  6. Post-implementation review
  7. Backout procedure design
  8. Change success metrics
  9. CAB membership rules
  10. Low-risk automation triggers
  11. Audit evidence linking
  12. Change freeze compliance
Module 6. Configuration Management Baselines
Build accurate configuration records that support audit validation and service continuity.
12 chapters in this module
  1. CMDB scope definition
  2. CI classification schema
  3. Relationship mapping rules
  4. Ownership assignment protocol
  5. Baseline creation cadence
  6. Configuration audit process
  7. Version control integration
  8. Automated discovery alignment
  9. Decommissioning tracking
  10. Access control standards
  11. Data accuracy metrics
  12. Reconciliation procedures
Module 7. Release and Deployment Control
Structure release cycles to meet ISO 20000 requirements without slowing delivery pace.
12 chapters in this module
  1. Release scope definition
  2. Deployment plan components
  3. Backout readiness check
  4. Change freeze coordination
  5. Staging environment validation
  6. Rollback testing protocol
  7. User acceptance criteria
  8. Post-release review timing
  9. Version naming standards
  10. Patch cycle integration
  11. Emergency release criteria
  12. Audit trail completeness
Module 8. Service Continuity and Availability
Design availability frameworks that meet contractual obligations and ISO 20000 validation requirements.
12 chapters in this module
  1. Availability target setting
  2. Uptime measurement methods
  3. Capacity planning integration
  4. Resource threshold alerts
  5. Disaster recovery linkage
  6. Business impact classification
  7. Testing frequency standards
  8. Documentation completeness
  9. Failover validation records
  10. Performance degradation response
  11. Contractual alignment
  12. Audit evidence package
Module 9. Supplier Management Consistency
Apply ISO 20000 principles to third-party relationships with structured oversight mechanisms.
12 chapters in this module
  1. Supplier onboarding checklist
  2. Performance monitoring design
  3. Contractual compliance tracking
  4. Audit rights definition
  5. Subcontractor oversight
  6. SLA alignment methodology
  7. Risk rating system
  8. Escalation path design
  9. Renewal review protocol
  10. Dependency mapping
  11. Financial stability checks
  12. Cybersecurity due diligence
Module 10. Internal Audit Preparation
Transform internal audits from reactive events to proactive validation of service management maturity.
12 chapters in this module
  1. Audit schedule design
  2. Checklist development
  3. Evidence location mapping
  4. Control owner interviews
  5. Gap tracking log
  6. Remediation timeline setting
  7. Audit finding classification
  8. Follow-up validation
  9. Trend analysis methods
  10. Management reporting format
  11. Corrective action tracking
  12. Audit fatigue reduction
Module 11. Management Review Execution
Lead management review meetings that drive continuous improvement and satisfy ISO 20000 requirements.
12 chapters in this module
  1. Review agenda design
  2. Performance metric selection
  3. Trend identification
  4. Action item tracking
  5. Stakeholder input integration
  6. Continuous improvement planning
  7. Risk register updates
  8. Resource allocation decisions
  9. Policy update triggers
  10. Strategic direction input
  11. Meeting minutes standard
  12. Follow-up accountability
Module 12. Certification Readiness and Maintenance
Guide organizations from preparation through certification and ongoing compliance with confidence.
12 chapters in this module
  1. Certification roadmap creation
  2. External auditor selection
  3. Documentation package assembly
  4. Evidence completeness check
  5. Gap remediation tracking
  6. Stage 1 audit prep
  7. Stage 2 audit execution
  8. Nonconformity response
  9. Surveillance audit planning
  10. Continuous improvement loop
  11. Recertification timing
  12. Framework evolution tracking

How this maps to your situation

  • When launching a new service delivery engagement
  • Before internal audit cycles begin
  • During client compliance review preparation
  • After acquiring a new major account requiring ISO 20000

Before vs. after

Before
Reliant on general best practices and past templates without full command of ISO 20000 requirements
After
Confidently leads ISO 20000 implementation with audit-ready outputs and reusable frameworks

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 6 hours over 2 weeks, with flexible pacing

How this compares to the alternatives

Unlike generic compliance courses, this program focuses exclusively on ISO 20000 mastery in delivery environments, providing actionable frameworks, not theoretical overviews.

Frequently asked

Is this course focused on ITIL or ISO 20000?
This course is focused on ISO 20000 compliance and implementation. While ITIL concepts are referenced, the priority is certification readiness and audit-proof documentation.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help with actual client audits?
Yes. The course includes templates and evidence checklists used in real certification cycles, tailored to global delivery contexts like yours.
$199 one-time. Approximately 6 hours over 2 weeks, with flexible pacing.

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
!