A tailored course, built for your situation
Deeper Command of the ISO 20000 Service Management Framework
Master the structure, controls, and implementation patterns that define world-class 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
Service management practitioner in a cloud services environment, focused on compliance, delivery consistency, and operational excellence
Who this is not for
Entry-level staff without process ownership, consultants focused only on certification prep, or teams treating ISO 20000 as a box-ticking exercise
What you walk away with
- Full command of ISO 20000 clauses and their practical interpretation
- Ability to map service management processes directly to control requirements
- Confidence in designing and documenting compliant service workflows
- Faster development of audit-ready deliverables like service level agreements and operational procedures
- Stronger articulation of service management value to cross-functional leads
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and Service Management Context
Establish foundational understanding of ISO 20000 purpose, scope, and alignment with IT service management practices. Clarify how it integrates with broader operational frameworks.
12 chapters in this module
- What ISO 20000 governs
- Core principles of service management
- Service lifecycle overview
- Relationship to ITIL practices
- Scope definition rules
- Certification vs implementation goals
- Organizational readiness factors
- Key roles in deployment
- Documentation hierarchy
- Process ownership models
- Performance linkage
- Common misapplications
Module 2. Service Management Policy and Objectives
Learn how to define and structure a compliant service management policy. Build alignment between strategic goals and operational requirements.
12 chapters in this module
- Policy statement essentials
- Top management engagement
- Objective setting framework
- Risk-based thinking integration
- Document control standards
- Internal communication plans
- Review frequency rules
- Stakeholder input mechanisms
- Compliance linkage
- Version control
- Approval workflows
- Audit trail setup
Module 3. Service Design and Transition Planning
Master the controls governing service design and change. Build repeatable methods for transitioning new or changed services.
12 chapters in this module
- Design control requirements
- Change acceptance criteria
- Transition checklist structure
- Service acceptance conditions
- Capacity planning integration
- Availability targets
- Security across design phases
- Supplier involvement rules
- Test environment standards
- Rollback planning
- Knowledge transfer protocols
- Handover documentation
Module 4. Service Delivery Process Controls
Deepen understanding of operational service delivery clauses. Apply controls to incident, problem, and event management workflows.
12 chapters in this module
- Service delivery scope
- Incident logging standards
- Prioritization methodology
- Problem identification triggers
- Known error management
- Event monitoring setup
- Escalation path design
- Workaround documentation
- Resolution time tracking
- Root cause analysis format
- Service request handling
- Maintenance window planning
Module 5. Service Level Management Framework
Construct effective service level agreements and reporting mechanisms. Align performance metrics with business needs.
12 chapters in this module
- SLA structure rules
- KPI selection process
- Monitoring frequency
- Reporting obligations
- Review meeting cadence
- Performance review content
- Continuous improvement linkage
- Customer feedback integration
- Penalty clause handling
- Service credit mechanisms
- Amendment workflows
- Multi-tier SLA design
Module 6. Supplier and Third-Party Management
Apply ISO 20000 controls to vendor relationships. Ensure compliance across external service providers.
12 chapters in this module
- Supplier selection criteria
- Contractual compliance terms
- Performance monitoring
- Audit rights clauses
- Subcontractor oversight
- Risk assessment frequency
- Communication protocols
- Incident coordination
- SLA alignment checks
- Transition planning
- Exit strategies
- Joint improvement initiatives
Module 7. Incident and Problem Resolution Mastery
Optimize resolution workflows to meet ISO 20000 standards. Build systems that prevent recurrence and accelerate response.
12 chapters in this module
- Incident classification
- Initial response timing
- Escalation thresholds
- Diagnosis workflows
- Workaround application
- Resolution documentation
- Problem record creation
- Trend analysis methods
- Known error database
- Resolution verification
- Customer communication
- Post-resolution review
Module 8. Configuration and Change Management
Implement robust configuration and change controls. Ensure traceability and integrity across service components.
12 chapters in this module
- Configuration item definition
- CMDB structure standards
- Asset ownership rules
- Change request forms
- Approval authority matrix
- Standard change catalog
- Emergency change process
- Change advisory board
- Backout planning
- Success verification
- Post-implementation review
- Change freeze periods
Module 9. Service Continuity and Availability Management
Design resilient service architectures. Meet availability and recovery requirements under ISO 20000.
12 chapters in this module
- Availability requirement gathering
- Target setting methodology
- Redundancy planning
- Failover testing
- Recovery time objectives
- Backup frequency rules
- Disaster recovery integration
- Business impact analysis
- Resource allocation
- Maintenance scheduling
- Capacity alerts
- Performance monitoring
Module 10. Information Security in Service Management
Integrate security controls across service lifecycle stages. Align with ISO 20000 and broader security obligations.
12 chapters in this module
- Security policy alignment
- Access control rules
- Encryption requirements
- Data handling standards
- Incident reporting
- Audit logging
- User awareness training
- Third-party access
- Vulnerability management
- Compliance verification
- Security reviews
- Improvement actions
Module 11. Measurement, Reporting, and Improvement
Develop effective measurement systems. Use data to drive service improvements and demonstrate compliance.
12 chapters in this module
- KPI selection framework
- Data collection methods
- Reporting frequency
- Dashboard structure
- Management review inputs
- Performance trends
- Gap identification
- Corrective action planning
- Improvement tracking
- Benchmarking approach
- Customer satisfaction analysis
- Internal audit integration
Module 12. Internal Audit and Certification Preparation
Prepare for audits and certification with confidence. Build systems that pass scrutiny and sustain compliance.
12 chapters in this module
- Audit planning
- Checklist development
- Evidence collection
- Nonconformance handling
- Corrective action tracking
- Readiness assessment
- Stage 1 audit prep
- Stage 2 audit prep
- Documentation walkthrough
- Interview readiness
- Gap closure process
- Sustained compliance
How this maps to your situation
- When launching a new service offering
- During ISO 20000 certification cycle
- After audit findings require improvement
- When onboarding new clients with strict compliance needs
Before vs. after
Before
Relies on general ITIL knowledge and fragmented documentation to interpret ISO 20000 requirements
After
Executes with full command of the standard, producing compliant, auditable outputs from first principles
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 module, designed for integration into active project work.
If nothing changes
Continued reliance on ad hoc interpretation of ISO 20000 increases review cycles, weakens audit posture, and limits influence in cross-functional service design decisions.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses exclusively on actionable interpretation of ISO 20000 controls within real-world service delivery environments, no theory, no filler, just executable knowledge.
Frequently asked
Is this course focused on certification prep?
No. It builds deep command of the framework to enable confident implementation, not just exam success.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this cover ITIL alignment?
Yes, each module connects ISO 20000 controls to practical ITIL process implementation.
$199 one-time. Approximately 3 hours per module, designed for integration into active project work..
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