A tailored course, built for your situation
Deeper command of the ISO 20000 service lifecycle
Master the ISO 20000 framework from design through transition, operation, and continual improvement with precision and confidence.
$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
Capacity Manager in a regulated IT services firm navigating audit cycles, service delivery compliance, and cross-team coordination under efficiency pressure.
Who this is not for
This is not for those looking for an overview of ITIL or general IT service principles. It's designed for practitioners who must implement and maintain ISO 20000 controls in production environments.
What you walk away with
- Full command of ISO 20000 control objectives across service design, transition, and operation
- Faster alignment between capacity plans and service continuity requirements
- Audit-ready documentation built into routine workflows
- Clearer decision-making at process handoff points in service delivery
- Repeatable templates for service reporting, incident resolution, and continual improvement reviews
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope and Applicability
Define what falls within and outside the ISO 20000 boundary for accurate scoping and audit positioning.
12 chapters in this module
- Service lifecycle overview
- Scope definition rules
- Process inclusion criteria
- Exclusion documentation
- Boundary alignment with ITIL
- Integration with capacity planning
- Mapping to organizational structure
- Service catalog requirements
- Documentation expectations
- Audit relevance of scope statements
- Version control for scope updates
- Common missteps in boundary setting
Module 2. Service Management Policy and Leadership Commitment
Develop leadership-aligned policies that demonstrate commitment and guide implementation.
12 chapters in this module
- Policy statement components
- Executive endorsement process
- Policy communication plan
- Review frequency standards
- Linkage to strategic goals
- Capacity management alignment
- Resource commitment tracking
- External auditor expectations
- Policy update triggers
- Evidence collection methods
- Stakeholder alignment checklist
- Documented policy archive
Module 3. Service Design Control Mapping
Align service design activities with ISO 20000 controls to ensure compliance from inception.
12 chapters in this module
- Design control objectives
- Capacity planning integration
- SLA structure requirements
- Service level agreement review
- Design validation steps
- Risk assessment documentation
- Change initiation protocols
- Supplier input controls
- Design freeze criteria
- Handoff to transition phase
- Design audit trail
- Version management rules
Module 4. Service Transition Execution
Ensure new or changed services are introduced without disruption and in compliance with ISO 20000.
12 chapters in this module
- Transition planning checklist
- Change approval workflows
- Release documentation standards
- Backout procedure requirements
- Testing validation steps
- Knowledge transfer protocols
- Capacity impact review
- Incident linkage procedures
- Stakeholder notification plan
- Post-implementation review
- Sign-off documentation
- Audit trail preservation
Module 5. Service Operation Governance
Maintain ongoing compliance during service delivery across incident, problem, and access management.
12 chapters in this module
- Incident classification rules
- Response time SLAs
- Problem escalation paths
- Known error database use
- Access request controls
- Security incident linkage
- Capacity threshold alerts
- Service desk compliance
- Event monitoring rules
- Operational reporting format
- Downtime documentation
- Service restoration evidence
Module 6. Continual Improvement Process Integration
Embed continual improvement into routine operations with ISO 20000-compliant evidence.
12 chapters in this module
- CSI register setup
- Improvement opportunity logging
- Benefit validation method
- Change proposal workflow
- Stakeholder review cycle
- Performance metric alignment
- Capacity forecast updates
- Incident reduction tracking
- Service quality trends
- Improvement audit evidence
- Review meeting minutes template
- Status reporting rhythm
Module 7. Incident and Problem Management Controls
Implement ISO 20000-compliant incident and problem handling with clear ownership and resolution paths.
12 chapters in this module
- Incident logging standards
- Categorization schema
- Priority determination rules
- Escalation path definition
- Resolution time tracking
- Workaround documentation
- Problem identification triggers
- Root cause analysis method
- Known error updates
- Incident closure criteria
- Post-mortem process
- Trend reporting format
Module 8. Configuration and Change Management Alignment
Ensure configuration records support change control and audit traceability under ISO 20000.
12 chapters in this module
- CMDB scope definition
- CI ownership rules
- Attribute completeness standards
- Baseline validation frequency
- Change linkage requirements
- Automated discovery use
- Version history tracking
- Access control for CMDB
- Audit trail for modifications
- Reconciliation procedures
- Decommissioning process
- Reporting from CMDB
Module 9. Supplier and Third-Party Oversight
Manage external providers in line with ISO 20000 service continuity and compliance expectations.
12 chapters in this module
- Supplier onboarding criteria
- Contractual SLA inclusion
- Performance monitoring process
- Audit rights negotiation
- Subcontractor oversight rules
- Service integration controls
- Incident escalation from supplier
- Compliance evidence collection
- Risk assessment updates
- Exit planning requirements
- Joint review meeting structure
- Continuous monitoring tools
Module 10. Internal Audit and Readiness Preparation
Prepare for internal and external audits with complete, defensible ISO 20000 evidence sets.
12 chapters in this module
- Audit schedule planning
- Checklist development
- Evidence collection protocol
- Control testing method
- Non-conformance tracking
- Corrective action workflow
- Management review inputs
- Audit report structure
- Findings closure process
- Readiness assessment
- Gap mitigation planning
- Pre-audit walkthrough
Module 11. Management Review and Reporting
Deliver executive-level insights on service management performance aligned to ISO 20000 requirements.
12 chapters in this module
- Review frequency standards
- Agenda structure
- Performance metric selection
- Incident trend reporting
- Capacity utilization review
- Improvement initiative status
- Audit finding summary
- Resource sufficiency assessment
- Compliance status statement
- Action item tracking
- Minutes documentation
- Follow-up verification
Module 12. Sustaining Compliance Across Cycles
Maintain ISO 20000 compliance sustainably across audit cycles and organizational changes.
12 chapters in this module
- Knowledge retention strategy
- Staff onboarding integration
- Process ownership clarity
- Document control workflow
- Version management rules
- Training requirement updates
- Tooling alignment
- Change impact assessment
- Continuous monitoring setup
- Audit preparation rhythm
- Stakeholder communication plan
- Framework evolution tracking
How this maps to your situation
- After audit findings related to service lifecycle gaps
- Before renewal of ISO 20000 certification
- During integration of new service delivery teams
- When scaling services under efficiency pressure
Before vs. after
Before
Reactive engagement with ISO 20000 requirements, often responding to audit findings or policy updates after the fact.
After
Proactive ownership of the full service lifecycle, with clear documentation, repeatable processes, and confidence in audit readiness.
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 8, 10 hours of focused learning, designed to be completed in short sessions over two weeks.
If nothing changes
Without deeper command of ISO 20000, service delivery risks misalignment with compliance expectations, leading to repeated findings, inefficient audits, and missed opportunities to lead improvements.
How this compares to the alternatives
Unlike generic ITIL overviews or certification prep courses, this program focuses specifically on mastering ISO 20000 implementation in real operational environments , giving you actionable control, not just conceptual understanding.
Frequently asked
Is this course aligned with the latest version of ISO 20000?
Yes, all content reflects ISO/IEC 20000-1:the current cycle requirements and current audit expectations.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help with external audits?
Yes, the course includes templates and evidence structures used in successful external audits under ISO 20000.
$199 one-time. Approximately 8, 10 hours of focused learning, designed to be completed in short sessions over two weeks..
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