A tailored course, built for your situation
Deeper command of the ISO 20000 service lifecycle
Master the framework behind high-maturity service delivery and embed repeatable excellence across your team’s engagements.
$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 delivery teams in a global services firm, accountable for ISO 20000-aligned outcomes and audit readiness.
Who this is not for
Entry-level service desk staff, consultants selling generic frameworks without implementation experience, or teams focused only on ITIL without integration to ISO 20000 compliance.
What you walk away with
- Navigate the full ISO 20000 service lifecycle with confidence and precision
- Anticipate auditor focus areas and prepare evidence proactively
- Lead cross-functional teams with clear control ownership and process boundaries
- Turn compliance activities into repeatable operational advantages
- Confidently update or challenge process mappings based on framework fluency
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 scope and applicability
Define the boundaries of your service management system and identify which processes fall under ISO 20000 requirements.
12 chapters in this module
- What ISO 20000 governs
- Service management system scope
- Process inclusion criteria
- Exclusion justification rules
- Service catalog alignment
- Incident management scope
- Change control boundaries
- Configuration management scope
- Release management limits
- Problem management extent
- Service request parameters
- Control overlap mapping
Module 2. Service lifecycle planning and design
Build service designs that meet ISO 20000 controls from the start, reducing rework during audits.
12 chapters in this module
- Design control integration
- Service level agreement structure
- Capacity planning inputs
- Availability requirement mapping
- Continuity planning triggers
- Security integration points
- Supplier interface design
- Change impact templates
- Incident escalation paths
- Problem resolution workflows
- Service catalog versioning
- Release coordination design
Module 3. Implementing service transition controls
Ensure new or changed services meet ISO 20000 requirements before going live.
12 chapters in this module
- Change advisory board setup
- Standard change criteria
- Emergency change pathways
- Release packaging rules
- Deployment schedule controls
- Backout planning standards
- Knowledge transfer checks
- Service validation steps
- Stakeholder sign-offs
- Post-implementation reviews
- Incident readiness testing
- Configuration baseline updates
Module 4. Managing service operation rigor
Operate services with documented, compliant processes that auditors recognize and trust.
12 chapters in this module
- Incident classification rules
- Priority matrix application
- Escalation path documentation
- Known error database use
- Problem root cause tracking
- Workaround validation
- Service request handling
- Event monitoring scope
- Access management workflows
- Request fulfillment timelines
- Service desk shift patterns
- Third-party response SLAs
Module 5. Auditor-ready service continuity
Prepare for reviews with confidence by embedding audit readiness into daily operations.
12 chapters in this module
- Evidence retention periods
- Audit log accessibility
- Control owner documentation
- Process review schedules
- Internal audit coordination
- Non-conformance tracking
- Corrective action workflows
- Management review inputs
- Performance metric collection
- Compliance dashboard use
- Gap remediation logs
- External auditor prep packs
Module 6. Continual improvement integration
Turn improvement opportunities into structured updates without disrupting compliance.
12 chapters in this module
- Improvement identification
- Change impact analysis
- Stakeholder consultation
- Proposal documentation
- Approval routing
- Implementation planning
- Validation criteria
- Results measurement
- Knowledge update process
- Lessons learned format
- Service improvement tracking
- Feedback loop design
Module 7. Configuration management mastery
Maintain an accurate CMDB that supports change control, incident resolution, and audit success.
12 chapters in this module
- CI identification rules
- Relationship mapping
- Ownership assignment
- Baseline creation
- Audit trail standards
- Access control rules
- CMDB sync frequency
- Tool integration points
- Decommissioning process
- Version control use
- Dependency visualization
- Status accounting reports
Module 8. Supplier management under ISO 20000
Extend your service management system to third parties with clear accountability.
12 chapters in this module
- Supplier evaluation criteria
- Contract alignment checks
- Performance monitoring
- SLA tracking methods
- Incident escalation paths
- Change coordination rules
- Audit rights definition
- Security compliance verification
- Onboarding process
- Exit planning
- Joint process design
- Shared control ownership
Module 9. Incident and problem management depth
Resolve issues quickly while strengthening systemic controls to prevent recurrence.
12 chapters in this module
- Incident categorization
- Urgency-impact matrix
- Initial diagnosis steps
- Workaround documentation
- Escalation thresholds
- Major incident triggers
- Problem identification
- Root cause analysis
- Known error updates
- Resolution validation
- Post-mortem standards
- Trend reporting
Module 10. Change control leadership
Lead change reviews with authority and ensure compliance without slowing delivery.
12 chapters in this module
- Change types definition
- Standard change criteria
- Assessment inputs
- Risk evaluation
- Approver identification
- CAB meeting structure
- Emergency change logs
- Post-implementation review
- Compliance alignment
- Backout documentation
- Change calendar use
- Success metrics
Module 11. Management review and reporting
Prepare executive-level updates that demonstrate ongoing compliance and value.
12 chapters in this module
- Review frequency
- Agenda structure
- Metric selection
- Trend analysis
- Resource needs
- Improvement progress
- Risk status
- Audit findings
- Stakeholder feedback
- Compliance posture
- Strategic alignment
- Action tracking
Module 12. Sustaining ISO 20000 mastery
Keep your team fluent and audit-ready between cycles with structured knowledge transfer.
12 chapters in this module
- Training plan design
- Role-based learning
- Knowledge retention
- Succession planning
- Audit prep drills
- Mock review facilitation
- Framework updates
- Version change tracking
- Lessons capture
- Cross-team alignment
- Internal advocate network
- Long-term fluency goals
How this maps to your situation
- When preparing for an external audit
- When onboarding a new service line
- After a process failure or control gap is identified
- Before launching a new client engagement
Before vs. after
Before
Reliant on general ISO 20000 knowledge and reactive audit preparation
After
Confidently lead ISO 20000 integration across the service lifecycle with documented, repeatable control practices
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 hours per week over 8 weeks to complete all modules and apply templates.
If nothing changes
Without deeper mastery, teams risk inconsistent audit outcomes, reliance on tribal knowledge, and missed opportunities to turn compliance into competitive delivery advantage.
How this compares to the alternatives
Unlike generic ISO 20000 overviews, this course delivers field-tested, implementation-specific guidance used in global service organizations, focused on actionable mastery, not theory.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is prior ISO 20000 experience required?
No, but the course is designed for practitioners leading teams or responsible for audit readiness.
Are the templates customizable?
Yes, all templates are provided in editable format for adaptation to your environment.
$199 one-time. Approximately 3 hours per week over 8 weeks to complete all modules and apply templates..
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