A tailored course, built for your situation
Deeper command of the ISO 20000 service lifecycle
Master the full architecture of ISO 20000 so you can lead compliance efforts with confidence and 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.
Who this is for
Project Lead in IT service management at a global systems integrator, responsible for delivering compliant, repeatable service frameworks
Who this is not for
This is not for junior coordinators, auditors without implementation responsibility, or practitioners focused solely on non-ISO compliance frameworks
What you walk away with
- Complete fluency in all 13 parts of the ISO 20000 service lifecycle
- Ability to design and validate service Level Agreements aligned to ISO 20000 clause 8.3
- Confidence in leading internal audit readiness activities without escalation
- Templates and checklists for continual service improvement planning
- Access to real-world SoA examples from peer organizations
The 12 modules (with all 144 chapters)
Module 1. Service Relationship Model
Map roles, responsibilities, and interactions across service providers and customers using ISO 20000 Part 1 structure.
12 chapters in this module
- Defining service relationships
- Service catalog requirements
- Service level agreement components
- Customer interface roles
- Service reporting structure
- Stakeholder naming convention
- Service continuity triggers
- Interaction logging standard
- Escalation hierarchy
- Change control alignment
- Performance review cycle
- Compliance evidence tagging
Module 2. Service Design and Transition
Structure new services with full ISO 20000 compliance baked into design artifacts and transition plans.
12 chapters in this module
- Service design inputs
- Design package content
- Change management integration
- Testing strategy
- Release documentation
- Service validation steps
- Design freeze criteria
- Transition gate reviews
- Rollback planning
- Configuration baselines
- Release naming convention
- Post-release audit trail
Module 3. Service Delivery Process
Operationalize service delivery with ISO 20000-compliant control points and performance tracking.
12 chapters in this module
- Service delivery scope
- Incident prioritization matrix
- Problem management linkage
- Known error database
- Service request workflow
- Access management roles
- Capacity planning cycle
- Availability targets
- Service continuity tests
- Performance dashboards
- Service reporting
- Third-party oversight
Module 4. Incident Management
Implement ISO 20000-aligned incident handling that reduces resolution time and increases audit readiness.
12 chapters in this module
- Incident classification
- Initial triage steps
- Escalation paths
- Ticket lifecycle states
- Resolution verification
- Incident closure criteria
- Major incident protocol
- Event correlation
- Post-incident review
- Root cause documentation
- Trending analysis
- Compliance logging
Module 5. Problem Management
Drive root cause resolution with ISO 20000 structure so recurring issues are eliminated.
12 chapters in this module
- Problem identification
- Known error tracking
- Root cause analysis methods
- Workaround documentation
- Change linkage
- Problem closure
- Trend identification
- Error database access
- Resolution validation
- Escalation process
- Cross-team coordination
- Compliance alignment
Module 6. Change Management
Structure change workflows to meet ISO 20000 requirements while maintaining delivery velocity.
12 chapters in this module
- Change request structure
- Standard change types
- Change approval roles
- Change calendar
- Emergency change path
- CAB formation
- Change advisory input
- Change success metrics
- Post-implementation review
- Change rollback steps
- Compliance documentation
- Change efficiency tracking
Module 7. Configuration Management
Maintain accurate configuration records that support audit and incident resolution.
12 chapters in this module
- CI identification
- CMDB structure
- Attribute tagging
- Relationship mapping
- Baseline creation
- Audit frequency
- Access roles
- Change linkage
- Version control
- Decommission process
- CI ownership
- Compliance reporting
Module 8. Service Continuity Management
Design and validate service continuity plans that meet ISO 20000 requirements and real-world scenarios.
12 chapters in this module
- Business impact analysis
- Recovery time objectives
- Continuity roles
- Plan activation
- Communication plan
- Recovery site access
- Data replication
- Test frequency
- Tabletop scenarios
- Plan maintenance
- Escalation path
- Compliance evidence
Module 9. Supplier Management
Manage third-party vendors in line with ISO 20000 compliance and performance expectations.
12 chapters in this module
- Supplier onboarding
- Contract alignment
- Performance monitoring
- SLA tracking
- Risk assessment
- Audit rights
- Contract renewal
- Escalation process
- Joint reviews
- Supplier offboarding
- Compliance validation
- Due diligence tagging
Module 10. Continual Improvement
Institutionalize continual improvement cycles with ISO 20000 structure and measurable impact.
12 chapters in this module
- Improvement identification
- Benefit classification
- Initiative tracking
- Stakeholder input
- Pilot validation
- Rollout planning
- Success metrics
- Feedback loop
- Documentation update
- Review frequency
- Leadership reporting
- Compliance linkage
Module 11. Audit Readiness
Prepare for internal and external audits with complete, organized compliance evidence.
12 chapters in this module
- Audit scope definition
- Evidence checklist
- Document retention
- Interview preparation
- Gap assessment
- Compliance matrix
- Audit trail access
- Corrective action
- Findings closure
- Audit report review
- Stakeholder comms
- Post-audit follow-up
Module 12. Certification Process
Navigate the ISO 20000 certification journey with confidence and avoid common pitfalls.
12 chapters in this module
- Certification scope
- Stage 1 audit prep
- Stage 2 audit prep
- Evidence submission
- Audit team coordination
- Finding resolution
- Certification body
- Surveillance audit
- Re-certification
- Scope changes
- Performance tracking
- Public announcement
How this maps to your situation
- After winning a managed service contract
- Before the first audit cycle
- During a service transition
- When onboarding new suppliers
Before vs. after
Before
Surface-level familiarity with ISO 20000, reliance on senior reviewers, delayed audit cycles
After
Complete command of ISO 20000 structure, ability to lead compliance from design to certification
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: 60-75 hours over 8 weeks, with flexible pacing
How this compares to the alternatives
Unlike generic compliance courses, this program is structured around the full ISO 20000 lifecycle with templates specifically designed for systems integrators delivering managed services.
Frequently asked
Who is this course for?
Project leads and service managers responsible for delivering ISO 20000-compliant services in complex delivery environments.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does it cover ISO 20000 the current cycle updates?
Yes, all content aligns with ISO 20000-1:the current cycle and latest guidance.
$199 one-time. 60-75 hours over 8 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