A tailored course, built for your situation
Sources and specific examples on hand when peers push back
A tailored course in defensible ISO 20000 implementation for practitioners leading process accountability
$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
Process Lead in a global systems integrator, accountable for ISO 20000-aligned workflows in client delivery environments
Who this is not for
Entry-level consultants, auditors seeking checklists, or executives looking for board-level summaries
What you walk away with
- Trace every ISO 20000 control decision back to primary sources and working examples
- Respond confidently to cross-functional challenges with cited precedents
- Build stakeholder trust through transparent, auditable rationale
- Differentiate your recommendations from generic templates with concrete justification
- Future-proof process designs against internal escalations and client scrutiny
The 12 modules (with all 144 chapters)
Module 1. Mapping ISO 20000 clauses to operational decisions
Link each section of the standard to real-world process choices in ticketing, change control, and service reporting. Use case examples from regulated sectors to ground interpretation.
12 chapters in this module
- Clause 4.1 context definition
- Service scope boundaries
- Stakeholder identification techniques
- Risk-based scoping logic
- Exclusion justification framework
- Documenting rationale for audits
- Comparing with COBIT 5 domains
- Benchmarking against SOC 2 controls
- Control overlap analysis
- Process boundary mapping
- Decision logging format
- Version control for mappings
Module 2. Building auditable change control logic
Design change advisory workflows with built-in defensibility , including role definitions, escalation paths, and threshold settings backed by incident history and uptime targets.
12 chapters in this module
- Change types classification
- CAB role justification
- Emergency change criteria
- Post-implementation review triggers
- Backout procedure standards
- Threshold calibration method
- Incident linkage strategy
- Change freeze policies
- Automated approval rules
- Vendor change inclusion
- Client-specific override logs
- Audit trail completeness check
Module 3. Incident management with documented rationale
Structure SLA tiers, prioritization matrices, and resolution workflows using referenced benchmarks and outage cost models.
12 chapters in this module
- SLA tier definitions
- Priority matrix sources
- Resolution time benchmarks
- Major incident declaration
- Escalation chain design
- Post-mortem ownership
- Downtime cost modeling
- Client impact scoring
- Communication templates
- Repeat incident tracking
- Root cause analysis format
- Trend reporting cadence
Module 4. Configuration item ownership and verification
Define CI ownership, baseline criteria, and audit frequency using real asset criticality assessments and compliance requirements.
12 chapters in this module
- CI categorization schema
- Configuration baseline rules
- Ownership assignment logic
- Automated discovery integration
- Manual verification cycles
- CI audit frequency tiers
- Baseline deviation alerts
- Change-CI alignment checks
- Decommissioning validation
- Version history standards
- Criticality assessment model
- Audit evidence compilation
Module 5. Problem management with precedent-based resolution
Structure problem records, root cause workflows, and known error databases using cited patterns from past incidents and industry benchmarks.
12 chapters in this module
- Problem record triggers
- Known error database setup
- Root cause technique selection
- Workaround validation
- Resolution timeline tracking
- Permanent fix criteria
- Trend analysis methods
- Problem escalation path
- Linkage to changes
- Prevention activity logging
- Customer notification rules
- Effectiveness measurement
Module 6. Service level agreement design with justifiable targets
Build SLAs with referenced uptime goals, penalty clauses, and exclusion terms drawn from client contracts and industry norms.
12 chapters in this module
- SLA target benchmarking
- Availability vs. performance
- Exclusion clause definitions
- Penalty threshold logic
- Client-specific adjustments
- Uptime measurement tools
- Reporting format standards
- Service credit processes
- Review cycle cadence
- Amendment workflows
- Force majeure clauses
- Third-party dependency handling
Module 7. Release and deployment control frameworks
Structure release packages, testing gates, and rollback criteria using documented compliance and stability standards.
12 chapters in this module
- Release type classification
- Testing gate requirements
- Rollback criteria definition
- Deployment window rules
- Automated deployment checks
- Pre-release sign-off steps
- Post-deployment validation
- Batch size guidelines
- Canary release protocols
- Rolling deployment logic
- Client change window mapping
- Release calendar coordination
Module 8. Service continuity planning with defensible failover logic
Design disaster recovery and continuity workflows with referenced RTO/RPO targets and infrastructure constraints.
12 chapters in this module
- Critical service identification
- RTO determination process
- RPO setting methodology
- Failover sequence design
- DR site activation rules
- Recovery testing schedule
- Geographic redundancy logic
- Data replication standards
- Client notification plan
- Vendor coordination steps
- Recovery verification steps
- Post-event review process
Module 9. Supplier management with enforceable terms
Structure vendor contracts, performance reviews, and exit clauses with referenced compliance and delivery expectations.
12 chapters in this module
- Supplier categorization
- Contractual SLA anchoring
- Performance review frequency
- Penalty enforcement logic
- Audit rights definition
- Exit transition planning
- Subcontractor oversight
- Data ownership clauses
- Security requirement alignment
- Incident reporting obligations
- Continuous improvement clauses
- Renewal evaluation criteria
Module 10. Capacity and performance monitoring frameworks
Define monitoring thresholds, alerting logic, and scaling triggers using historical load patterns and growth projections.
12 chapters in this module
- Capacity planning cycle
- Resource utilization benchmarks
- Alert threshold derivation
- Auto-scaling rules
- Bottleneck identification
- Trend forecasting method
- Stress testing schedule
- Baseline adjustment logic
- Client impact assessment
- Reporting interval settings
- Capacity exception handling
- Infrastructure right-sizing
Module 11. Information security integration in service management
Align ISO 20000 processes with ISO 27001 controls using cited mapping references and joint audit strategies.
12 chapters in this module
- Security policy linkage
- Access control integration
- Encryption standard references
- Incident security handoff
- Audit coordination approach
- Vulnerability management sync
- Security training alignment
- Third-party risk overlap
- Data classification mapping
- Privileged access tracking
- Logging retention rules
- Security event correlation
Module 12. Continuous improvement with auditable rationale
Structure CSI registers, initiative prioritization, and benefit realization tracking using documented success criteria and stakeholder input.
12 chapters in this module
- CSI register maintenance
- Initiative prioritization model
- Benefit measurement method
- Stakeholder feedback loop
- Improvement backlog grouping
- Quick win identification
- Long-term initiative planning
- Resource allocation rules
- Success criteria definition
- Post-implementation review
- Knowledge transfer steps
- Lessons learned logging
How this maps to your situation
- When client teams challenge process design
- Before internal audit cycles
- During vendor onboarding reviews
- After service disruptions requiring root cause scrutiny
Before vs. after
Before
Having to improvise when peers question control choices or design thresholds
After
Walking into reviews with cited sources, documented precedents, and clear audit trails for every decision
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 hours per module, designed for integration into existing workflows.
If nothing changes
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How this compares to the alternatives
Unlike generic ISO 20000 training, this course focuses on defensibility , giving you the sourced reasoning and specific examples needed to stand firm when challenged by peers, clients, or auditors.
Frequently asked
Who is this course for?
Process Leads and service management practitioners responsible for designing, maintaining, or defending ISO 20000-aligned processes in complex environments.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this course cover other frameworks?
It includes referenced comparisons with COBIT and SOC 2 where they intersect with ISO 20000 decisions, but the core focus remains defensible implementation of ISO 20000.
$199 one-time. Approximately 2 hours per module, designed for integration into existing workflows..
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