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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

A 199 course for practitioners mastering the architecture behind 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.

Who this is for

Senior project manager in a global services firm, delivering compliant, repeatable service operations under regulatory scrutiny

Who this is not for

Those seeking high-level overviews or introductory compliance training

What you walk away with

  • Complete fluency in the ISO 20000 control structure and lifecycle stages
  • Ability to map service processes directly to compliance requirements
  • Confidence in designing audit-ready service transitions
  • Faster resolution of cross-team friction during service operation
  • Reusable documentation patterns that reduce rework in future engagements

The 12 modules (with all 144 chapters)

Module 1. Foundations of ISO 20000
Understand the core principles, scope, and structure of ISO 20000 and its role in modern service management.
12 chapters in this module
  1. What ISO 20000 governs
  2. Service lifecycle overview
  3. Relationship to ITIL
  4. Compliance vs certification
  5. Scope definition rules
  6. Service management system boundaries
  7. Documented processes required
  8. Internal audit triggers
  9. Management review frequency
  10. Continual improvement cycle
  11. Roles in service delivery
  12. Evidence collection plan
Module 2. Service Design
Design compliant service processes aligned with ISO 20000 requirements from the start.
12 chapters in this module
  1. Design stage checklist
  2. Service level agreement structure
  3. Capacity planning inputs
  4. Availability requirements mapping
  5. Incident model design
  6. Change advisory board setup
  7. Release and deployment workflow
  8. Configuration item tracking
  9. Change control boundaries
  10. Backout planning standards
  11. Risk register integration
  12. Design-to-operation handoff
Module 3. Service Transition
Execute smooth, auditable transitions that meet ISO 20000 control expectations.
12 chapters in this module
  1. Transition package contents
  2. Test environment certification
  3. Stakeholder sign-off chain
  4. Change success criteria
  5. Rollback timing rules
  6. Post-implementation review format
  7. Knowledge transfer validation
  8. Configuration management database update
  9. Incident response readiness
  10. Service acceptance criteria
  11. Transition audit trail
  12. Lessons learned integration
Module 4. Service Operation
Run compliant daily operations with confidence in control adherence.
12 chapters in this module
  1. Incident classification schema
  2. Event monitoring thresholds
  3. Request fulfillment workflow
  4. Problem management triggers
  5. Known error database upkeep
  6. Service desk role clarity
  7. Escalation path design
  8. Operational level agreements
  9. SLA breach reporting
  10. Third-party oversight process
  11. Shift handover documentation
  12. Service continuity checks
Module 5. Continual Improvement
Drive measurable enhancements while maintaining ISO 20000 alignment.
12 chapters in this module
  1. Improvement opportunity sourcing
  2. Benefit estimation method
  3. Change readiness assessment
  4. Improvement backlog triage
  5. Pilot validation steps
  6. Scale decision criteria
  7. Process adaptation documentation
  8. Performance metric selection
  9. Trend analysis timing
  10. Feedback loop design
  11. Improvement reporting format
  12. Audit relevance check
Module 6. Control Mapping
Link service activities directly to ISO 20000 control requirements with precision.
12 chapters in this module
  1. Control-to-process traceability
  2. Evidence requirement list
  3. Mapping matrix format
  4. Control ownership assignment
  5. Compliance gap assessment
  6. Remediation workflow
  7. Control test frequency
  8. Audit trail design
  9. Process interdependencies
  10. Automated control checks
  11. External dependency mapping
  12. Control reporting rhythm
Module 7. Internal Audits
Prepare for and lead internal audits with confidence in process compliance.
12 chapters in this module
  1. Audit schedule design
  2. Auditor selection criteria
  3. Checklist development
  4. Sampling methodology
  5. Finding severity levels
  6. Nonconformance classification
  7. Corrective action tracking
  8. Audit report structure
  9. Management review input
  10. Audit follow-up timing
  11. Audit trail retention
  12. Audit independence safeguards
Module 8. Certification Readiness
Navigate the certification process with clarity and reduce external audit friction.
12 chapters in this module
  1. Certification body selection
  2. Stage 1 audit preparation
  3. Stage 2 audit workflow
  4. Document review checklist
  5. Interview preparation plan
  6. Evidence packet assembly
  7. Finding response protocol
  8. Certification timeline
  9. Surveillance audit prep
  10. Scope change process
  11. Re-certification timing
  12. Certificate maintenance
Module 9. Risk and Opportunity
Embed risk and opportunity assessment into service management processes.
12 chapters in this module
  1. Risk identification technique
  2. Likelihood impact matrix
  3. Risk treatment options
  4. Opportunity tracking method
  5. Risk register maintenance
  6. Treatment progress monitoring
  7. Escalation thresholds
  8. Third-party risk inclusion
  9. Incident linkage rule
  10. Audit input generation
  11. Management review content
  12. Risk communication plan
Module 10. Supplier Management
Ensure third-party services comply with ISO 20000 requirements.
12 chapters in this module
  1. Supplier selection criteria
  2. Contract compliance clauses
  3. Performance monitoring method
  4. SLA alignment check
  5. Audit rights negotiation
  6. Subcontractor oversight
  7. Incident coordination process
  8. Change notification requirement
  9. Data protection adherence
  10. Exit strategy planning
  11. Supplier relationship review
  12. Supplier improvement process
Module 11. Documentation & Evidence
Create and maintain audit-ready documentation that satisfies ISO 20000 requirements.
12 chapters in this module
  1. Required document list
  2. Document control process
  3. Versioning standard
  4. Retention period rules
  5. Access control method
  6. Approval workflow
  7. Evidence collection timing
  8. Storage security requirement
  9. Indexing system design
  10. Document review cycle
  11. Archive migration plan
  12. Legal hold process
Module 12. Integration with Other Frameworks
Align ISO 20000 with COBIT, ITIL, and other frameworks in operation.
12 chapters in this module
  1. COBIT alignment points
  2. ITIL integration strategy
  3. NIST CSF overlap areas
  4. SOC 2 control mapping
  5. ISO 27001 synergy
  6. GDPR compliance linkage
  7. Data privacy boundary
  8. Change control integration
  9. Incident response coordination
  10. Audit planning alignment
  11. Governance rhythm sync
  12. Executive reporting consolidation

How this maps to your situation

  • Service delivery under compliance mandates
  • Preparing for internal or external audit
  • Leading cross-functional service transitions
  • Driving continual improvement in mature environments

Before vs. after

Before
Navigating service delivery with fragmented compliance understanding and reactive documentation
After
Operating with full command of ISO 20000, delivering audit-ready services consistently

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 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, self-paced over 6-8 weeks.

How this compares to the alternatives

Unlike generic compliance courses, this program delivers exact control mappings, real-world templates, and deployment patterns specific to ISO 20000 service lifecycle execution , not just theory.

Frequently asked

Who is this course for?
Senior service delivery managers and project leads responsible for ISO 20000 compliance in complex environments.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is this course technical or managerial?
It bridges both , focused on managerial responsibility with technical precision in control implementation.
$199 one-time. Approximately 3-4 hours per module, self-paced over 6-8 weeks..

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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