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Deeper command of ISO 20000 service management frameworks

$199.00
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A tailored course, built for your situation

Deeper command of ISO 20000 service management frameworks

Master the structure, controls, and deliverables that define ISO 20000 implementation at scale

$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 service management practitioner leading ISO 20000 readiness or compliance initiatives

Who this is not for

Individuals seeking introductory ITIL training or general IT service awareness

What you walk away with

  • Full navigation of ISO 20000 clauses and sub-clauses without reference gaps
  • Precise control mapping between ISO 20000 and operational service processes
  • Faster development of audit-ready documentation packages
  • Clear differentiation between compliance intent and implementation evidence
  • Use of repeatable templates for service level agreements, incident workflows, and continual service improvement plans

The 12 modules (with all 144 chapters)

Module 1. ISO 20000 scope and applicability
Understand where ISO 20000 applies, how it differs from ISO 27001 and ITIL, and how to justify its use in client contexts.
12 chapters in this module
  1. Defining service management scope
  2. ISO 20000 vs other frameworks
  3. Client justification scenarios
  4. Regulatory alignment paths
  5. Internal buy-in thresholds
  6. Scope boundary decisions
  7. Documentation depth expectations
  8. Exclusion justification writing
  9. Stakeholder mapping for audits
  10. Service catalog prerequisites
  11. Process coverage thresholds
  12. First audit cycle timing
Module 2. Service management policy development
Build policies that meet ISO 20000 requirements while aligning with client operating models.
12 chapters in this module
  1. Policy statement structure
  2. Leadership endorsement wording
  3. Version control standards
  4. Policy distribution methods
  5. Review cycle definitions
  6. Compliance linkage statements
  7. Risk-based exclusions
  8. Client-specific tailoring
  9. Third-party oversight clauses
  10. Document retention rules
  11. Audit trail expectations
  12. Policy exception handling
Module 3. Service design and transition controls
Structure service design packages that satisfy ISO 20000 planning and transition requirements.
12 chapters in this module
  1. Design package components
  2. Change acceptance criteria
  3. Release documentation standards
  4. Transition checklist creation
  5. Incident record integration
  6. SLA drafting conventions
  7. Capacity plan inputs
  8. Availability benchmarking
  9. Configuration item tracking
  10. Test environment rules
  11. Rollback procedure templates
  12. Post-implementation review timing
Module 4. Incident and problem resolution frameworks
Implement ISO 20000-aligned incident workflows and root cause analysis processes.
12 chapters in this module
  1. Incident categorization rules
  2. Priority matrix construction
  3. Escalation path design
  4. Major incident declaration
  5. Problem ticket linkage
  6. Known error database setup
  7. Resolution SLA definitions
  8. Event correlation methods
  9. Workaround documentation
  10. Incident closure criteria
  11. Post-mortem facilitation
  12. Trend reporting frequency
Module 5. Configuration and asset management
Design configuration management systems that satisfy ISO 20000 audit expectations.
12 chapters in this module
  1. CMDB scope definition
  2. CI ownership assignment
  3. Relationship mapping techniques
  4. Automated discovery integration
  5. Asset lifecycle stages
  6. Ownership verification cycles
  7. Decommissioning procedures
  8. Version tracking standards
  9. Software license compliance
  10. Audit sampling methods
  11. Reconciliation frequency
  12. CMDB accuracy metrics
Module 6. Service level agreement structuring
Develop SLAs that comply with ISO 20000 while meeting client business needs.
12 chapters in this module
  1. SLA structure components
  2. Service scope definition
  3. Performance metric selection
  4. Measurement method specification
  5. Reporting frequency rules
  6. Review meeting cadence
  7. Service credit clauses
  8. Penalty exclusion logic
  9. Customer involvement rules
  10. Third-party dependency handling
  11. SLA exception tracking
  12. Amendment workflow steps
Module 7. Request fulfillment workflows
Design standardized request handling that meets ISO 20000 efficiency and traceability rules.
12 chapters in this module
  1. Request category creation
  2. Approval hierarchy design
  3. Automated routing rules
  4. Standard change identification
  5. Fulfillment time targets
  6. User communication templates
  7. Knowledge base integration
  8. Request closure steps
  9. Catalog maintenance cycle
  10. Automated fulfillment paths
  11. Audit trail retention
  12. Usage reporting setup
Module 8. Access management and security integration
Align access control processes with ISO 20000 and broader compliance frameworks.
12 chapters in this module
  1. User role definition process
  2. Access request workflow
  3. Privileged account rules
  4. Segregation of duties checks
  5. Periodic review cycles
  6. Emergency access procedures
  7. Access log retention
  8. Multi-factor enforcement
  9. Identity source integration
  10. Role-based assignment
  11. Deactivation automation
  12. Audit event correlation
Module 9. Continual service improvement methodology
Apply ISO 20000’s improvement cycle to real-world service performance data.
12 chapters in this module
  1. CSI register setup
  2. Improvement initiative selection
  3. Benefit measurement approach
  4. Stakeholder feedback channels
  5. Service review meeting format
  6. KPI threshold analysis
  7. Gap identification process
  8. Initiative prioritization
  9. Business case development
  10. Implementation tracking
  11. Outcome validation
  12. Cycle closure criteria
Module 10. Internal audit and readiness preparation
Prepare for ISO 20000 audits with structured evidence collection and gap remediation.
12 chapters in this module
  1. Audit scope definition
  2. Checklist development
  3. Evidence collection methods
  4. Gap logging standards
  5. Remediation tracking
  6. Non-conformance response
  7. Corrective action workflow
  8. Audit trail completeness
  9. Interview preparation
  10. Document version checks
  11. Sampling approach definition
  12. Pre-audit walkthrough steps
Module 11. Management review and reporting
Structure management review meetings that fulfill ISO 20000 requirements and drive decisions.
12 chapters in this module
  1. Review meeting frequency
  2. Agenda standardization
  3. Performance report content
  4. Action item tracking
  5. Resource request handling
  6. Risk register review
  7. Improvement plan updates
  8. Policy change proposals
  9. Audit finding responses
  10. Stakeholder update format
  11. Decision logging
  12. Review minutes standards
Module 12. Certification and surveillance audit navigation
Guide clients through certification and surveillance audit cycles successfully.
12 chapters in this module
  1. Certification body selection
  2. Stage 1 audit prep
  3. Stage 2 audit readiness
  4. Surveillance audit timing
  5. Corrective action submission
  6. Re-certification cycle
  7. Audit team interaction rules
  8. Evidence presentation
  9. Finding response drafting
  10. On-site conduct expectations
  11. Remote audit adaptations
  12. Certificate maintenance

How this maps to your situation

  • Preparing for ISO 20000 certification
  • Leading internal readiness program
  • Supporting client audit response
  • Improving existing service management

Before vs. after

Before
Navigating ISO 20000 requirements with partial confidence and fragmented documentation
After
Leading ISO 20000 implementations with full command of structure, controls, and audit expectations

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, designed for completion within 6-8 weeks with real-world application.

How this compares to the alternatives

Unlike generic ITIL courses or broad compliance overviews, this program delivers targeted, clause-by-clause mastery of ISO 20000 with client-ready templates and implementation logic used in actual certification projects.

Frequently asked

How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this cover ISO 20000 implementation in client services firms?
Yes, the course includes examples and templates tailored for consulting and client-facing delivery environments.
Is prior ISO 20000 experience required?
No, but the course is designed for practitioners leading or contributing to compliance initiatives.
$199 one-time. Approximately 3-4 hours per module, designed for completion within 6-8 weeks with real-world application..

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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