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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

Master the framework, own the delivery, and scale your impact as a practitioner.

$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

IC at a federal consulting firm working on service management and compliance frameworks.

Who this is not for

This is not for practitioners looking to learn general ITIL concepts without framework-specific application. It’s for those who need to operate confidently within ISO 20000 as it’s applied in high-expectation environments.

What you walk away with

  • Map ISO 20000 controls to real project workflows with confidence
  • Structure service design packages that align with auditor expectations
  • Lead continual improvement discussions using the exact language of the standard
  • Refine incident and change management processes to meet ISO 20000 audit criteria
  • Deliver client-ready documentation using templates built for repeatable success

The 12 modules (with all 144 chapters)

Module 1. Foundations of ISO 20000
Understand the scope, structure, and intent of ISO 20000 with clarity. Learn how it integrates with other frameworks like COBIT and ITIL without overlap or redundancy.
12 chapters in this module
  1. What ISO 20000 governs
  2. Key terms in context
  3. Relationship to ITIL practices
  4. Control hierarchy overview
  5. Integration with COBIT
  6. Service lifecycle phases
  7. Certification requirements
  8. Auditor expectations
  9. Common misinterpretations
  10. Policy documentation basics
  11. Roles in implementation
  12. First steps in mapping
Module 2. Service Design
Design service offerings that meet ISO 20000 compliance from the start. Build service design packages that pass internal review and external audit.
12 chapters in this module
  1. Designing service catalogs
  2. Service level agreement structure
  3. Capacity management plans
  4. Availability planning
  5. Design validation steps
  6. Change evaluation workflows
  7. Incident linkage
  8. Problem prevention tactics
  9. Service continuity
  10. Supplier input alignment
  11. Risk assessment integration
  12. Documentation templates
Module 3. Service Transition
Execute transitions with clarity and control. Ensure every release meets ISO 20000 change management and configuration requirements.
12 chapters in this module
  1. Release planning
  2. Configuration items defined
  3. Change types and thresholds
  4. Approval workflows
  5. Backout planning
  6. Test validation
  7. Knowledge transfer
  8. Post-implementation review
  9. Change advisory board roles
  10. Version control
  11. Service acceptance criteria
  12. Documentation handover
Module 4. Service Operation
Optimize daily operations within ISO 20000. Master incident, problem, and event management aligned to the standard.
12 chapters in this module
  1. Incident classification
  2. Escalation paths
  3. First-line response
  4. Problem identification
  5. Root cause workflows
  6. Event monitoring
  7. Service desk standards
  8. Request fulfillment
  9. Access management
  10. Shift handover protocols
  11. Major incident process
  12. KPI tracking
Module 5. Continual Improvement
Drive measurable improvement cycles using the ISO 20000 model. Turn audit feedback into actionable plans.
12 chapters in this module
  1. PDCA cycle application
  2. Improvement identification
  3. Feedback collection
  4. Gap analysis
  5. Action planning
  6. Progress tracking
  7. Audit input integration
  8. Benchmarking
  9. Reporting mechanisms
  10. Stakeholder review
  11. Process maturity levels
  12. Improvement documentation
Module 6. Control Mapping
Map controls to processes with precision. Eliminate ambiguity in audit preparation.
12 chapters in this module
  1. Control-to-process alignment
  2. Control ownership
  3. Evidence collection
  4. Control testing
  5. Gap identification
  6. Remediation planning
  7. Audit trail setup
  8. Control documentation
  9. Cross-functional checks
  10. Policy linkage
  11. Control review cycles
  12. Status reporting
Module 7. Audit Readiness
Prepare for audits confidently. Build artefacts that pass review the first time.
12 chapters in this module
  1. Audit scope
  2. Evidence preparation
  3. Interview readiness
  4. Document organization
  5. Corrective action plans
  6. Nonconformance handling
  7. Internal audit prep
  8. External auditor engagement
  9. Response templates
  10. Timeline management
  11. Follow-up process
  12. Certification maintenance
Module 8. Policy Development
Write policies that meet ISO 20000 standards. Create governance artefacts that stand up under scrutiny.
12 chapters in this module
  1. Policy structure
  2. Scope definition
  3. Ownership assignment
  4. Compliance statements
  5. Review cycles
  6. Change control
  7. Distribution methods
  8. Acceptance tracking
  9. Policy enforcement
  10. Version history
  11. Cross-reference mapping
  12. Audit alignment
Module 9. Supplier Management
Manage third parties within ISO 20000. Align contracts, SLAs, and performance with framework requirements.
12 chapters in this module
  1. Supplier identification
  2. Contract requirements
  3. SLA structure
  4. Performance monitoring
  5. Review meetings
  6. Risk assessment
  7. Onboarding process
  8. Exit planning
  9. Compliance verification
  10. Audit rights
  11. Service continuity
  12. Documentation standards
Module 10. Incident and Problem Management
Strengthen incident and problem workflows to meet ISO 20000 standards. Reduce recurrence and improve resolution.
12 chapters in this module
  1. Incident logging
  2. Categorization
  3. Prioritization
  4. Escalation rules
  5. Resolution tracking
  6. Problem identification
  7. Known error database
  8. Workaround documentation
  9. Trend analysis
  10. Major incident handling
  11. Root cause methods
  12. Prevention planning
Module 11. Change Management
Implement changes that comply with ISO 20000. Build robust workflows that balance speed and control.
12 chapters in this module
  1. Change types
  2. Request submission
  3. Impact assessment
  4. Approval paths
  5. Standard changes
  6. Emergency changes
  7. Change calendar
  8. Backout planning
  9. Implementation review
  10. Communication plan
  11. Documentation updates
  12. Post-change review
Module 12. Implementation Playbook
Apply everything in a real-world context. Use the hand-built playbook to deploy ISO 20000 in your next engagement.
12 chapters in this module
  1. Project kickoff
  2. Stakeholder mapping
  3. Baseline assessment
  4. Gap analysis
  5. Roadmap creation
  6. Control implementation
  7. Document templates
  8. Team training
  9. Internal audit
  10. Certification prep
  11. Lessons learned
  12. Sustainment planning

How this maps to your situation

  • When starting a new service improvement initiative
  • Before entering an ISO 20000 audit cycle
  • When leading a cross-functional implementation
  • After receiving nonconformance findings

Before vs. after

Before
Approaching ISO 20000 with fragmented understanding and reliance on team consensus
After
Leading with precise, auditable command of the full service lifecycle

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, with flexibility to progress at your own pace.

If nothing changes
Without structured mastery, practitioners risk inconsistent application of ISO 20000, leading to rework, audit findings, or diminished credibility on engagements.

How this compares to the alternatives

Unlike generic ITIL training or broad compliance overviews, this course focuses exclusively on applied ISO 20000 mastery, giving you artefact-level precision that translates directly to your work.

Frequently asked

Is this course focused on ITIL or ISO 20000?
It focuses on ISO 20000 as a standalone standard, with clarity on how it relates to ITIL without depending on it.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help with certification prep?
Yes, the course covers all domains tested in ISO 20000 lead implementer and auditor exams.
$199 one-time. Approximately 3-4 hours per module, with flexibility to progress at your own pace..

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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