A tailored course, built for your situation
Deeper command of the ISO 20000 service lifecycle mapping
Master the framework to lead precision implementation in complex environments
$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 BI Analyst in a global IT services firm, working at the intersection of data governance and operational compliance
Who this is not for
Entry-level analysts or practitioners without exposure to service management frameworks
What you walk away with
- Precise control mapping across ISO 20000 service lifecycle stages
- Faster production of audit-ready documentation packages
- Greater influence in cross-functional service improvement initiatives
- Stronger articulation of compliance rationale during reviews
- Repeatable templates that reduce rework across engagements
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and the service lifecycle model
Establish fluency in the standard’s structure, clauses, and integration points within IT service delivery environments.
12 chapters in this module
- Core objectives of ISO 20000
- Service lifecycle overview
- Relationship to other standards
- Service catalogue design
- Service level agreement components
- Incident management alignment
- Change control integration
- Service reporting fundamentals
- Role of metrics in compliance
- Documentation hierarchy
- Certification pathways
- Organizational readiness check
Module 2. Service management system planning
Map strategic requirements to operational controls and define the scope of ISO 20000 implementation.
12 chapters in this module
- Defining service scope
- Stakeholder identification
- Risk-based control selection
- Policy development process
- Resource planning
- Timeline for deployment
- Gap assessment method
- Control ownership assignment
- Compliance tracking setup
- Audit trail design
- Integration with ITIL
- Documentation standards
Module 3. Service design and transition workflows
Design compliant service transitions with built-in controls for change, release, and configuration management.
12 chapters in this module
- Service design inputs
- Change management process
- Release strategy
- Configuration items
- CI lifecycle stages
- Service validation
- Test environment setup
- Rollback planning
- Knowledge transfer
- Training plan development
- Stakeholder communication
- Post-transition review
Module 4. Control mapping across service operations
Align daily operations to ISO 20000 requirements with precise control implementation.
12 chapters in this module
- Incident control design
- Event logging standards
- Problem management workflow
- Known error database
- Request fulfillment
- Access control policy
- Service desk roles
- Escalation paths
- Monitoring integration
- SLA breach handling
- Performance reporting
- Operational review cycles
Module 5. Service continuity and availability planning
Develop robust plans that meet ISO 20000 availability and resilience requirements.
12 chapters in this module
- Availability requirements
- Resource capacity planning
- Risk assessment for downtime
- Disaster recovery alignment
- BCP integration
- Recovery time objectives
- Testing frequency
- Maintenance windows
- Third-party dependencies
- Monitoring thresholds
- Reporting mechanisms
- Continuous improvement
Module 6. Supplier management under ISO 20000
Ensure third-party services comply with the standard through structured oversight.
12 chapters in this module
- Supplier selection criteria
- Contractual obligations
- Performance monitoring
- Service level reviews
- Subcontractor controls
- Risk assessment
- Audit rights
- Compliance tracking
- Exit strategy
- Relationship management
- Reporting expectations
- Renewal preparation
Module 7. Document control and management
Design a compliant document system that supports audits and continuous compliance.
12 chapters in this module
- Document types
- Version control
- Access permissions
- Retention policy
- Review cycles
- Approval workflows
- Storage standards
- Metadata tagging
- Indexing structure
- Change tracking
- Audit trail
- Decommissioning process
Module 8. Internal audit and compliance monitoring
Conduct effective internal audits and prepare for external certification.
12 chapters in this module
- Audit planning
- Checklist development
- Evidence collection
- Nonconformance tracking
- Corrective action
- Reporting format
- Audit frequency
- Auditor competence
- Management review
- Compliance dashboard
- Trend analysis
- Continuous feedback
Module 9. Management review and continual improvement
Lead improvement cycles with data-driven insights from service performance.
12 chapters in this module
- Review inputs
- Performance metrics
- Action item tracking
- Resource alignment
- Risk reassessment
- Improvement planning
- Stakeholder feedback
- Benchmarking
- Gap analysis
- Roadmap development
- Change validation
- Progress reporting
Module 10. Certification preparation and external audit
Navigate the certification process with confidence and precision.
12 chapters in this module
- Certification bodies
- Application process
- Pre-audit review
- Evidence compilation
- Interview preparation
- Common findings
- Corrective action plan
- Audit timeline
- Closing meeting
- Statement of Applicability
- Gap closure
- Certification issuance
Module 11. Integration with other management systems
Align ISO 20000 with ISO 27001, ISO 9001, and other frameworks.
12 chapters in this module
- Common clause mapping
- Integrated policy
- Shared controls
- Unified documentation
- Cross-standard audits
- Efficiency gains
- Risk management alignment
- Resource pooling
- Training synergy
- Governance integration
- Compliance dashboards
- Continuous alignment
Module 12. Advanced implementation scenarios
Apply the framework in complex, multi-vendor, global delivery environments.
12 chapters in this module
- Multinational rollout
- Cultural adaptation
- Time zone challenges
- Language considerations
- Legal compliance
- Vendor coordination
- Centralized vs local control
- Performance variance
- Escalation design
- Knowledge sharing
- Consistency monitoring
- Global best practices
How this maps to your situation
- Designing service transitions in regulated environments
- Leading internal compliance reviews
- Supporting certification audits
- Improving cross-team service delivery alignment
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 2.5 hours per module, designed to be completed in parallel with active projects.
How this compares to the alternatives
Unlike generic compliance training, this course delivers precise, actionable mastery of ISO 20000 control application in real-world delivery environments.
Frequently asked
Who is this course for?
Senior practitioners implementing or auditing service management systems under ISO 20000.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is this relevant if I work with other frameworks?
Yes, ISO 20000 integrates cleanly with ISO 27001, ITIL, and COBIT, and the course shows how.
$199 one-time. Approximately 2.5 hours per module, designed to be completed in parallel with active projects..
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