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Deeper command of the ISO 20000 service management framework

$199.00
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A tailored course, built for your situation

Deeper command of the ISO 20000 service management framework

Build repeatable, audit-ready service delivery systems with precision

$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 Technical Architect at a global professional services firm, operating at the nexus of technical design, compliance, and client delivery

Who this is not for

Junior IT staff, entry-level auditors, or practitioners without hands-on experience in service management frameworks

What you walk away with

  • Command of ISO 20000 clause intent, control mapping, and audit evidence requirements
  • Ability to align ISO 20000 with COBIT governance workflows and SOC 2 controls
  • Proven methodology for designing service management systems that pass first-time audits
  • Templates and playbooks for scoping, documenting, and validating service delivery processes
  • Confidence to lead ISO 20000 implementations across complex, multi-vendor environments

The 12 modules (with all 144 chapters)

Module 1. ISO 20000 Scope and Application
Understand where and how ISO 20000 applies across service delivery environments, including cloud, hybrid, and on-prem models.
12 chapters in this module
  1. Defining service scope boundaries
  2. Mapping services to ISO 20000 domains
  3. Identifying in-scope teams and systems
  4. Exclusion justification standards
  5. Boundary documentation templates
  6. Vendor inclusion rules
  7. Multi-location applicability
  8. Service catalogue alignment
  9. Change control thresholds
  10. Version the current cycle clause updates
  11. Integration with ITIL practices
  12. Common scope misalignments
Module 2. Service Management System Design
Build a compliant SMS from the ground up using audit-tested design patterns and control layering logic.
12 chapters in this module
  1. SMS documentation hierarchy
  2. Policy-to-procedure mapping
  3. Control ownership assignment
  4. Evidence trail design
  5. Risk-based control tuning
  6. Version control standards
  7. Audit path structuring
  8. Clause linkage logic
  9. Integration with ISO 27001
  10. Automated evidence collection
  11. SMS review cycles
  12. Third-party validation prep
Module 3. Service Level Management
Design SLAs that satisfy both business expectations and compliance scrutiny with clear escalation paths and metrics.
12 chapters in this module
  1. SLA vs. SLO vs. SLI distinctions
  2. Performance metric selection
  3. Escalation path design
  4. Reporting frequency standards
  5. Penalty clause alignment
  6. Customer review cycles
  7. Change approval workflows
  8. Service credit definitions
  9. Uptime calculation rules
  10. Outage classification tiers
  11. Notification protocols
  12. Legal enforceability checks
Module 4. Incident Management Controls
Implement incident workflows that meet ISO 20000 requirements while supporting rapid resolution and audit readiness.
12 chapters in this module
  1. Incident classification schema
  2. Priority determination logic
  3. Response time benchmarks
  4. Escalation matrices
  5. Root cause documentation
  6. Workaround tracking
  7. Closure validation rules
  8. Major incident protocols
  9. Cross-team coordination
  10. Vendor involvement rules
  11. Post-incident review format
  12. Trend analysis reporting
Module 5. Change Management Framework
Deploy change control processes that ensure stability, compliance, and traceability across all service modifications.
12 chapters in this module
  1. Change types and classifications
  2. RFC standardization
  3. Approval authority mapping
  4. Emergency change protocols
  5. Post-implementation review
  6. Backout planning
  7. Change calendar usage
  8. Risk assessment templates
  9. Vendor change inclusion
  10. Automated change logging
  11. Change success metrics
  12. Audit evidence packaging
Module 6. Configuration Management
Build and maintain accurate CMDBs that support ISO 20000 compliance and incident resolution efficiency.
12 chapters in this module
  1. CI identification rules
  2. Relationship mapping
  3. Ownership assignment
  4. Discovery tool integration
  5. Update frequency standards
  6. Baseline validation
  7. Version tracking
  8. Decommissioning process
  9. Integration with change control
  10. Automated reconciliation
  11. Audit trail requirements
  12. Data accuracy metrics
Module 7. Problem Management Integration
Link problem resolution to incident and change data to prevent recurrence while meeting ISO 20000 documentation standards.
12 chapters in this module
  1. Problem identification triggers
  2. Root cause analysis methods
  3. Known error database
  4. Workaround documentation
  5. Resolution tracking
  6. Trend analysis
  7. Integration with change control
  8. Preventive action planning
  9. Closure validation
  10. Reporting formats
  11. Knowledge transfer
  12. Lessons learned
Module 8. Service Continuity Planning
Design and validate service continuity plans that meet ISO 20000 requirements and real-world resilience needs.
12 chapters in this module
  1. Business impact analysis
  2. Recovery time objectives
  3. Test frequency standards
  4. Failover protocols
  5. Resource identification
  6. Plan maintenance
  7. Stakeholder notification
  8. Third-party dependencies
  9. Geographic redundancy
  10. Recovery verification
  11. Documentation standards
  12. Audit readiness
Module 9. Supplier Management Compliance
Ensure vendor relationships adhere to ISO 20000 standards with clear contracts, performance tracking, and oversight.
12 chapters in this module
  1. Supplier onboarding checks
  2. Contract clause standards
  3. Performance monitoring
  4. SLA enforcement
  5. Audit rights
  6. Risk assessment
  7. Termination procedures
  8. Escalation paths
  9. Service credit tracking
  10. Security controls
  11. Compliance validation
  12. Relationship reviews
Module 10. Internal Audit Preparation
Prepare for ISO 20000 audits with complete documentation, evidence trails, and response protocols.
12 chapters in this module
  1. Audit scope definition
  2. Evidence checklist
  3. Interview preparation
  4. Nonconformance response
  5. Corrective action workflow
  6. Management review input
  7. Gap identification
  8. Remediation tracking
  9. Audit report review
  10. Certification process
  11. Surveillance audit prep
  12. External auditor coordination
Module 11. Management Review and Improvement
Lead effective management reviews that drive service improvement and demonstrate compliance maturity.
12 chapters in this module
  1. Review frequency
  2. Agenda design
  3. Performance report content
  4. Action item tracking
  5. Resource requests
  6. Risk update
  7. Improvement initiatives
  8. Stakeholder input
  9. Minutes documentation
  10. Follow-up process
  11. Trend analysis
  12. Strategic alignment
Module 12. ISO 20000 Integration Patterns
Combine ISO 20000 with other frameworks like COBIT, SOC 2, and NIST CSF for compounding compliance leverage.
12 chapters in this module
  1. COBIT control alignment
  2. SOC 2 overlap mapping
  3. NIST CSF integration
  4. ISO 27001 synergy
  5. GRC platform usage
  6. Audit efficiency gains
  7. Evidence reuse
  8. Cross-framework training
  9. Vendor assessment scaling
  10. Maturity model design
  11. Executive reporting
  12. Future framework readiness

How this maps to your situation

  • After the first client audit
  • When designing a new service offering
  • Before a major system migration
  • During a framework transition

Before vs. after

Before
Reliance on fragmented documentation and inconsistent application of ISO 20000 across engagements
After
Repeatable, auditable service management systems deployed with confidence across complex environments

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 4 weeks to complete all modules and apply templates.

If nothing changes
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How this compares to the alternatives

Unlike generic ISO 20000 overviews, this course delivers clause-specific implementation logic, audit-tested templates, and cross-framework alignment patterns used by leading practitioners.

Frequently asked

Is this course focused only on ISO 20000?
While ISO 20000 is the core framework, the course includes alignment guidance with COBIT, SOC 2, and ISO 27001 for real-world applicability.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive practical tools?
Yes. Each module includes downloadable templates and a final implementation playbook tailored to ISO 20000 deployment.
$199 one-time. Approximately 3 hours per week over 4 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
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