A tailored course, built for your situation
Deeper command of the ISO 20000 service management framework
Master the structure behind high-velocity IT service delivery
$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.
Surface-level compliance with service standards leads to misaligned offerings and audit surprises
The situation this course is for
Teams treat ISO 20000 as a checklist rather than a design tool, leading to rigid processes that don’t reflect actual service workflows. This creates friction between sales promises and delivery realities.
Who this is for
IC-level practitioner at a managed services provider who influences service design and assurance outcomes
Who this is not for
Entry-level auditors, pure-play sales reps without technical fluency, or practitioners focused solely on cloud infrastructure without service management context
What you walk away with
- Map ISO 20000 controls directly to service documentation and SLA design
- Anticipate auditor focus areas based on control implementation patterns
- Structure service offerings with built-in compliance alignment
- Speak with authority across technical and commercial teams using ISO 20000 terminology
- Reduce rework by designing service workflows that meet certification requirements by default
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 scope and applicability
Understand where ISO 20000 applies in multi-cloud service environments and how it interacts with related standards. Learn to identify service boundaries that qualify for certification.
12 chapters in this module
- What ISO 20000 certifies
- Service scope definition
- Relationship to ITIL practices
- Certification eligibility criteria
- Service catalog alignment
- Boundary mapping techniques
- Exclusion justification rules
- Multi-vendor service chains
- Cloud service integration
- Internal vs client-facing services
- Documentation thresholds
- First steps in scoping
Module 2. Service management policy design
Build policies that meet ISO 20000 requirements while supporting sales positioning. Focus on clarity, enforceability, and audit readiness.
12 chapters in this module
- Policy intent statements
- Management commitment language
- Objective setting framework
- Policy dissemination proof
- Review cycle design
- Compliance linkage
- Stakeholder inclusion
- Version control protocols
- Cross-reference mapping
- Approval workflows
- Exception handling
- Archival requirements
Module 3. Incident management control mapping
Align internal incident workflows to ISO 20000 control objectives. Learn to document escalation paths, response timeframes, and resolution criteria.
12 chapters in this module
- Incident classification schema
- Priority determination rules
- Response time SLAs
- Escalation threshold definition
- Major incident criteria
- Post-incident review timing
- Root cause analysis standard
- Workaround documentation
- Known error database use
- Interface with problem management
- Reporting frequency
- Trend analysis expectations
Module 4. Problem management integration
Connect problem resolution practices to ISO 20000 requirements. Focus on proactive identification, root cause tracking, and prevention controls.
12 chapters in this module
- Problem record creation
- Proactive detection methods
- Root cause categorization
- Workaround validation
- Permanent fix tracking
- Problem priority rules
- Escalation to change management
- Known error updates
- Trend identification
- Preventive action planning
- Cross-service impact analysis
- Closure criteria
Module 5. Change control alignment
Structure change processes to meet ISO 20000 norms. Emphasize assessment, authorization, and post-implementation review.
12 chapters in this module
- Change types classification
- Standard change registration
- Emergency change protocol
- Change advisory board role
- Risk assessment components
- Backout planning
- Implementation verification
- Post-implementation review
- Change calendar use
- Change request completeness
- Rollback success criteria
- Audit trail preservation
Module 6. Configuration management fundamentals
Implement CMDB practices that satisfy ISO 20000. Focus on accuracy, ownership, and relationship mapping.
12 chapters in this module
- CI identification criteria
- Attribute definition standards
- Relationship mapping rules
- Ownership assignment
- Update frequency requirements
- Automated discovery integration
- Version tracking
- Baseline creation
- Access control design
- Audit trail retention
- Reconciliation process
- CMDB scope exceptions
Module 7. Service level agreement structuring
Design SLAs that align with ISO 20000 and support commercial positioning. Include measurable targets, review cycles, and breach protocols.
12 chapters in this module
- SLA definition scope
- Service credit eligibility
- Measurement methodology
- Reporting frequency
- Review meeting cadence
- Breach notification rules
- Performance trend analysis
- Customer notification timing
- Service improvement plans
- Third-party dependency handling
- Force majeure clauses
- Renewal impact assessment
Module 8. Supplier management controls
Apply ISO 20000 to third-party service providers. Learn to document oversight, performance tracking, and contract alignment.
12 chapters in this module
- Supplier identification
- Contract review frequency
- Performance monitoring methods
- SLA alignment verification
- Risk assessment timing
- Onboarding documentation
- Exit planning
- Subcontractor oversight
- Compliance verification
- Audit rights definition
- Dispute resolution process
- Supplier performance review
Module 9. Capacity and performance planning
Integrate forecasting and monitoring into ISO 20000 compliance. Focus on documented capacity reviews and performance reporting.
12 chapters in this module
- Capacity monitoring scope
- Trend analysis method
- Forecasting horizon
- Resource threshold rules
- Bottleneck identification
- Performance reporting frequency
- Capacity plan update cycle
- Infrastructure lifecycle alignment
- Demand modeling
- Scaling trigger points
- Optimization initiative tracking
- Historical trend storage
Module 10. Information security coordination
Align ISO 20000 with information security controls. Emphasize incident sharing, access management, and confidentiality handling.
12 chapters in this module
- Security incident interface
- Access request workflow
- Confidentiality handling rules
- Data classification alignment
- Segregation of duties
- Security training frequency
- Access review timing
- Privilege revocation
- Cryptographic key handling
- Security policy references
- Physical security coordination
- Third-party security assurance
Module 11. Continual improvement implementation
Execute ISO 20000’s continual improvement requirements with structured inputs, reviews, and action tracking.
12 chapters in this module
- Improvement input sources
- Idea logging process
- Benefit estimation method
- Approval workflow
- Implementation tracking
- Success metric definition
- Lessons learned capture
- Cross-service application
- Improvement backlog maintenance
- Stakeholder review timing
- ROI assessment
- Closure verification
Module 12. Certification and audit preparation
Prepare for ISO 20000 certification with documentation readiness, mock audits, and gap closure strategies.
12 chapters in this module
- Stage 1 audit checklist
- Document completeness review
- Internal audit schedule
- Corrective action tracking
- Stage 2 readiness signs
- Interview preparation
- Evidence collection
- Nonconformity response
- Surveillance audit timing
- Recertification planning
- Management review inputs
- Final pre-audit walkthrough
How this maps to your situation
- When scoping a new service offering
- Before internal audit cycles
- During SLA renewal negotiations
- After a service incident review
Before vs. after
Before
Approaching ISO 20000 as a compliance hurdle, reacting to auditor requests, designing services without framework alignment
After
Designing services with ISO 20000 built in by default, anticipating audit questions, leading cross-functional teams with confidence in control 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: Approximately 6, 8 hours total, self-paced across 12 modules.
If nothing changes
Continuing with fragmented service design increases rework, weakens sales positioning, and delays certification timelines.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses exclusively on practical ISO 20000 implementation in managed services environments, with examples relevant to multi-cloud service delivery and sales-aligned design.
Frequently asked
Who is this course for?
IC-level practitioners who influence service design, assurance, or certification outcomes in managed services or IT operations roles.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help with actual certification?
Yes, it provides the framework fluency and documentation patterns needed to pass ISO 20000 audits with fewer corrective actions.
$199 one-time. Approximately 6, 8 hours total, self-paced across 12 modules..
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