A tailored course, built for your situation
Deeper command of the ISO 20000 service lifecycle
Turn complex service delivery into predictable, auditable outcomes through mastery of ISO 20000’s structure and intent
$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 ITSM and solution architects who lead design and governance of enterprise service delivery frameworks
Who this is not for
Junior practitioners, auditors, or teams looking for check-the-box compliance guidance
What you walk away with
- Internalize the end-to-end logic of ISO 20000, clause by clause
- Anticipate auditor focus based on control placement and intent
- Build service designs that reflect framework-first reasoning
- Explain deviations or adaptations using authoritative references
- Lead client or internal teams with confidence in your interpretation
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 framework intent
Establish context for why ISO 20000 exists, its alignment with business continuity, and where it differs from related standards like COBIT and SOC 2.
12 chapters in this module
- Purpose of ISO 20000
- Service lifecycle overview
- Clause hierarchy explained
- Audit scope boundaries
- Relationship to ITIL
- Control design intent
- Management responsibility mapping
- Documentation expectations
- Service delivery constraints
- Change control scope
- Incident linkage
- Continual improvement clause
Module 2. Service delivery design fundamentals
Map core service delivery models to ISO 20000 requirements, focusing on operational realism and audit alignment.
12 chapters in this module
- Service catalog design
- Service level agreement structure
- Capacity planning clause
- Availability targets
- Resource allocation logic
- Third-party dependencies
- Service continuity triggers
- Failover criteria
- Escalation workflows
- Design for audit readiness
- Control ownership
- Internal review cadence
Module 3. Incident management clause mastery
Decode the exact expectations for incident classification, response timing, and resolution tracking per ISO 20000.
12 chapters in this module
- Incident categorization rules
- Response time tiers
- Resolution ownership
- Workaround documentation
- Post-incident reporting
- Trend analysis clause
- Reporting frequency
- Integration with CMDB
- User communication
- Major incident protocol
- Escalation paths
- Closure criteria
Module 4. Change control governance depth
Master how ISO 20000 governs standard, emergency, and normal changes across enterprise environments.
12 chapters in this module
- Change types defined
- Change advisory board role
- Standard change criteria
- Emergency change protocol
- Backout planning
- Change schedule
- Impact assessment
- Risk evaluation
- Change record keeping
- Post-implementation review
- Change success metrics
- DevOps integration
Module 5. Configuration management baseline
Build compliance-ready configuration management processes aligned with ISO 20000 control expectations.
12 chapters in this module
- CMDB scope definition
- Configuration items
- Baseline requirements
- Ownership tracking
- Version control
- Audit trail
- Discovery tools
- Reconciliation process
- Automated detection
- Change linkage
- Security linkage
- Reporting integrity
Module 6. Service continuity and availability
Design continuity processes that satisfy ISO 20000 requirements while supporting real-world resilience.
12 chapters in this module
- Continuity planning scope
- Risk assessment
- BCP alignment
- Recovery time objectives
- Recovery point objectives
- Testing frequency
- Failover documentation
- Stakeholder roles
- External dependencies
- Resource planning
- Communication plan
- Post-event review
Module 7. Supplier management compliance
Structure third-party relationships to meet ISO 20000 supplier control expectations.
12 chapters in this module
- Supplier register
- Contractual clauses
- SLA enforcement
- Performance reviews
- Incident handling
- Change coordination
- Audit rights
- Termination process
- Risk rating
- Onboarding checklist
- Escalation paths
- Compliance verification
Module 8. Internal audit readiness
Prepare teams and artifacts for ISO 20000 internal audits with precision and confidence.
12 chapters in this module
- Audit planning
- Checklist design
- Sampling approach
- Evidence collection
- Interview preparation
- Non-conformance handling
- Corrective action
- Tracking timelines
- Management review
- Audit report writing
- Closure verification
- Follow-up schedule
Module 9. Continual service improvement
Implement the ISO 20000 continual improvement cycle with measurable outcomes and audit support.
12 chapters in this module
- CSI model phases
- Metric selection
- Baseline measurement
- Target setting
- Improvement initiatives
- ROI tracking
- Stakeholder feedback
- Process optimization
- Technology enablement
- Change integration
- Reporting cadence
- Governance review
Module 10. Documentation control systems
Build compliant document management processes that satisfy ISO 20000 control expectations.
12 chapters in this module
- Document classification
- Version control
- Approval workflow
- Retention policy
- Access control
- Archival process
- Review cycle
- Change tracking
- Metadata standards
- Storage requirements
- Audit readiness
- Decommissioning
Module 11. Management of integrations
Govern service integration points under ISO 20000 with clarity and audit support.
12 chapters in this module
- Interface definitions
- Data flow mapping
- Error handling
- Monitoring scope
- Ownership assignment
- Performance thresholds
- Incident linkage
- Change coordination
- Security controls
- Compliance checks
- Audit trail
- Review cycle
Module 12. Synthesis and authority development
Combine all elements into a personal framework for authoritative application and client guidance.
12 chapters in this module
- Clause cross-reference
- Control mapping
- Interpretation consistency
- Client advisory role
- Design leadership
- Audit defense
- Framework adaptation
- Exception justification
- Internal training
- Thought leadership
- Stakeholder influence
- Long-term fluency
How this maps to your situation
- Preparing for ISO 20000 internal audit
- Designing service delivery for regulated clients
- Leading ISO 20000 transition from ITIL-only
- Advising on service continuity compliance
Before vs. after
Before
Relies on high-level awareness of ISO 20000 without deep command of clause linkages or audit expectations
After
Applies ISO 20000 proactively in design, governance, and audit defense with authoritative precision
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: 90 minutes per module, designed to be completed over 12 weeks with spaced repetition for retention.
If nothing changes
Continuing without deep ISO 20000 fluency risks reactive compliance, misaligned designs, and diminished influence in architecture reviews and client advisory settings.
How this compares to the alternatives
Unlike generic ITIL or COBIT training, this course isolates ISO 20000’s exact structure, control logic, and audit applications , making it the only program focused on authoritative command of the standard itself.
Frequently asked
Is this course about ITIL or ISO 20000?
It focuses on ISO 20000, with ITIL referenced only to clarify differences in practice and control design.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I use this for client engagements?
Yes. The implementation playbook is designed to be adapted for client-specific ISO 20000 readiness and governance.
$199 one-time. 90 minutes per module, designed to be completed over 12 weeks with spaced repetition for retention..
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