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Deeper command of the ISO 20000 service lifecycle

$199.00
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A tailored course, built for your situation

Deeper command of the ISO 20000 service lifecycle

Mastery-level control over service delivery frameworks for senior data leaders

$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 data and service managers in consulting firms who lead ISO-aligned service delivery and audit preparation for enterprise clients

Who this is not for

Entry-level compliance staff, auditors focused on checkbox validation, or teams not working under ISO 20000 or service management frameworks

What you walk away with

  • Map service lifecycle stages to ISO 20000 controls with zero rework
  • Anticipate auditor line of inquiry using pre-baked response patterns
  • Deploy service improvement initiatives grounded in ISO 20000 clause logic
  • Speak with authority on service continuity, incident resolution, and change control alignment
  • Architect service workflows that auto-generate compliance evidence

The 12 modules (with all 144 chapters)

Module 1. Understanding ISO 20000 scope and applicability
Clarify where ISO 20000 applies in data-driven service environments, avoiding over- or under-scoping. Learn to identify in-scope services, interfaces, and organizational boundaries.
12 chapters in this module
  1. Defining service scope
  2. Aligning with ITIL practices
  3. Identifying process owners
  4. Mapping data workflows
  5. Exclusion justification
  6. Boundary documentation
  7. Client-facing services
  8. Internal service tiers
  9. Service catalog alignment
  10. Regulatory overlap
  11. Audit expectations
  12. Scoping checklist
Module 2. Service management policy development
Build a living service policy that satisfies auditors and guides teams. Use clause-specific language tied directly to ISO 20000 requirements.
12 chapters in this module
  1. Policy mandate statement
  2. Leadership commitment
  3. Service objectives
  4. Clause 4.3 alignment
  5. Risk-based thinking
  6. Integration with data governance
  7. Version control
  8. Stakeholder input
  9. Policy review cycle
  10. Audit trail setup
  11. Evidence mapping
  12. Policy template
Module 3. Service design and transition planning
Structure service changes using ISO 20000’s design transfer model. Ensure every update preserves compliance integrity.
12 chapters in this module
  1. Change lifecycle stages
  2. Design freeze criteria
  3. Stakeholder sign-off
  4. Risk assessment
  5. Service acceptance
  6. Knowledge transfer
  7. Backout plan
  8. Test validation
  9. Client comms
  10. Documentation sync
  11. Transition checklist
  12. Post-implementation review
Module 4. Incident management under ISO 20000
Implement a compliant incident response model that speeds resolution while preserving audit trails.
12 chapters in this module
  1. Incident classification
  2. Priority matrix
  3. Escalation paths
  4. SLA tracking
  5. Root cause logging
  6. Resolution templates
  7. Timeliness metrics
  8. Cross-team coordination
  9. Data breach linkage
  10. Regulator reporting
  11. Trend analysis
  12. Improvement triggers
Module 5. Problem management and root cause analysis
Turn recurring incidents into permanent fixes using ISO 20000-aligned problem workflows.
12 chapters in this module
  1. Problem vs incident
  2. Trend detection
  3. Problem record setup
  4. Root cause techniques
  5. Kepner-Tregoe use
  6. Permanent fix validation
  7. Change integration
  8. Knowledge base update
  9. Prevention planning
  10. Service impact
  11. Audit linkage
  12. Reporting
Module 6. Configuration and asset management
Maintain accurate configuration records that satisfy ISO 20000 and support data governance.
12 chapters in this module
  1. CMDB structure
  2. Asset lifecycle
  3. Ownership rules
  4. Version tracking
  5. Decommissioning
  6. Audit trail
  7. Integration with tools
  8. Data lineage
  9. Access controls
  10. Automated discovery
  11. Reconciliation
  12. Accuracy metrics
Module 7. Service continuity and availability
Design high-availability service models that meet ISO 20000 and client uptime demands.
12 chapters in this module
  1. Availability planning
  2. RTO definition
  3. RPO alignment
  4. Capacity models
  5. Load testing
  6. Failover setup
  7. Disaster recovery
  8. Backup validation
  9. SLA targets
  10. Monitoring
  11. Reporting
  12. Review cycle
Module 8. Service level management
Develop meaningful SLAs and OLAs that drive accountability and improve client trust.
12 chapters in this module
  1. SLA scoping
  2. Service targets
  3. OLA integration
  4. Performance metrics
  5. Reporting frequency
  6. Client review
  7. Breach handling
  8. Penalty clauses
  9. Uptime verification
  10. Remediation plan
  11. Renewal input
  12. SLA template
Module 9. Supplier management under ISO 20000
Govern third-party providers with ISO-aligned contracts and performance tracking.
12 chapters in this module
  1. Supplier identification
  2. Contract clauses
  3. Performance monitoring
  4. Risk assessment
  5. Audit rights
  6. SLA alignment
  7. Escalation
  8. Due diligence
  9. Vendor exit
  10. Subcontractor rules
  11. Compliance evidence
  12. Supplier review
Module 10. Internal audit and continual improvement
Run ISO 20000 audits that uncover real gaps and drive measurable service upgrades.
12 chapters in this module
  1. Audit planning
  2. Checklist design
  3. Evidence collection
  4. Interview techniques
  5. Nonconformance log
  6. Corrective action
  7. Preventive planning
  8. Management review
  9. Improvement backlog
  10. KPI tracking
  11. Trend reporting
  12. Audit calendar
Module 11. Documentation and evidence management
Build a self-sustaining documentation system that supports certification and audit.
12 chapters in this module
  1. Document types
  2. Version control
  3. Access control
  4. Retention rules
  5. Review cycle
  6. Indexing
  7. Searchability
  8. Automation
  9. Audit trail
  10. Retention policy
  11. Storage
  12. Template library
Module 12. Preparing for certification audit
Lead your team through a successful ISO 20000 certification with confidence and precision.
12 chapters in this module
  1. Audit readiness
  2. Evidence pack
  3. Mock audit
  4. Gap remediation
  5. Team briefing
  6. Regulator Q&A
  7. Presentation prep
  8. Scope confirmation
  9. Corrective timeline
  10. Sign-off process
  11. Post-certification
  12. Maintenance plan

How this maps to your situation

  • When launching a new data service
  • Before an internal audit cycle
  • During vendor integration
  • After a service outage or SLA breach

Before vs. after

Before
Service management efforts require constant rework and last-minute fixes to meet compliance expectations.
After
Deploy ISO 20000-aligned services with confidence, backed by documented, repeatable processes that pass audit scrutiny the first time.

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 over 6-8 weeks with real-world application.

How this compares to the alternatives

Unlike generic compliance trainings, this course delivers clause-by-clause mastery of ISO 20000 tailored to data and analytics service delivery in consulting environments.

Frequently asked

Who is this course for?
Senior data and service managers in consulting or enterprise settings who lead ISO 20000-aligned service delivery and audit preparation.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is this course relevant for non-IT services?
Yes, ISO 20000 applies to any managed service, including data science and analytics offerings.
$199 one-time. Approximately 3-4 hours per module, designed for completion over 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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