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Definitive artefacts from the first internal team to deploy a working ISO 20000 SoA

$199.00
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A tailored course, built for your situation

Definitive artefacts from the first internal team to deploy a working ISO 20000 SoA

Own the service architecture narrative with battle-tested documentation

$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

Cloud Engineer in a regulated consulting environment producing compliance artefacts for federal or financial sector clients

Who this is not for

Entry-level auditors or practitioners not involved in shaping or reviewing service management controls

What you walk away with

  • Complete ISO 20000 Statement of Applicability (SoA) with documented exclusions justified for cloud infrastructure
  • Pre-mapped control references tied to AWS and Azure native services
  • Ready-to-use evidence collection framework for internal and external audits
  • Escalations from peer teams on service management gaps routed to your desk first
  • Ownership of the vendor review lifecycle from intake to final sign-off

The 12 modules (with all 144 chapters)

Module 1. Foundations of ISO 20000 in cloud environments
Understand how ISO 20000 applies to hybrid and cloud-native service models. Map clauses to AWS and Azure service boundaries.
12 chapters in this module
  1. Scope definition in distributed systems
  2. Service catalog alignment
  3. Roles in cloud operations
  4. Control applicability filtering
  5. Exclusion justification principles
  6. Integration with DevOps pipelines
  7. Change management boundaries
  8. Incident workflow mapping
  9. Problem resolution tracking
  10. Configuration baseline definition
  11. Release control thresholds
  12. Service continuity expectations
Module 2. Building the Statement of Applicability
Construct a defensible SoA with documented rationale for inclusions and exclusions, tailored to cloud infrastructure.
12 chapters in this module
  1. Clause-by-clause analysis
  2. Control mapping method
  3. Evidence type selection
  4. Cloud-specific exclusion logic
  5. Stakeholder alignment path
  6. Version control approach
  7. Audit trail integration
  8. Cross-reference matrix
  9. Risk-tiered control grouping
  10. Implementation timeline view
  11. Sign-off workflow setup
  12. Maintenance cadence planning
Module 3. Evidence collection at cloud scale
Design evidence workflows that automatically pull logs, configurations, and access records from Azure and AWS.
12 chapters in this module
  1. Log retention rules
  2. Automated snapshot collection
  3. IAM review frequency
  4. Access approval trails
  5. Change ticket linking
  6. Backup status validation
  7. DR test documentation
  8. Monitoring coverage logs
  9. Security group audit trails
  10. Patch compliance exports
  11. Service health reports
  12. Vendor SLA records
Module 4. Vendor review lifecycle ownership
Lead vendor assessments from intake through sign-off with standardized evaluation criteria.
12 chapters in this module
  1. Vendor intake form
  2. Scope definition call
  3. Document request list
  4. Control gap identification
  5. Remediation tracking
  6. Escalation path setup
  7. Peer review routing
  8. Legal team alignment
  9. Final approval workflow
  10. Onboarding integration
  11. Performance monitoring start
  12. Review cycle scheduling
Module 5. Internal escalation routing
Position yourself as the go-to resolver for cross-team service management gaps.
12 chapters in this module
  1. Escalation intake protocol
  2. Triage criteria
  3. Root cause taxonomy
  4. Stakeholder notification
  5. Work assignment rules
  6. Resolution SLAs
  7. Peer validation step
  8. Documentation update
  9. Trend reporting
  10. Preventive action plan
  11. Cross-functional sync
  12. Lessons learned archive
Module 6. Control mapping to cloud-native services
Link ISO 20000 controls directly to AWS and Azure service configurations.
12 chapters in this module
  1. IAM policy linkage
  2. KMS key rotation proof
  3. VPC flow log retention
  4. CloudTrail activation status
  5. Resource tagging standards
  6. Auto-scaling group logs
  7. Load balancer health checks
  8. Security center alerts
  9. Defender for Cloud status
  10. Azure Policy compliance
  11. AWS Config rules
  12. GuardDuty findings handling
Module 7. Change management integration
Embed ISO 20000 requirements into standard change workflows.
12 chapters in this module
  1. Standard change definition
  2. Emergency change path
  3. Approval authority matrix
  4. Peer review step
  5. Post-implementation review
  6. Rollback plan requirement
  7. Change calendar sync
  8. Outage window alignment
  9. Stakeholder notification
  10. Documentation update rule
  11. Backout success tracking
  12. Audit readiness check
Module 8. Incident and problem resolution tracking
Align incident workflows with ISO 20000 expectations for documentation and resolution quality.
12 chapters in this module
  1. Severity classification
  2. Response time benchmarks
  3. Major incident declaration
  4. War room setup criteria
  5. Post-mortem template
  6. Action item tracking
  7. Root cause depth standard
  8. Knowledge base linking
  9. Reoccurrence prevention
  10. Trend analysis method
  11. Customer communication
  12. Regulatory reporting trigger
Module 9. Service continuity planning
Develop defensible disaster recovery and business continuity plans aligned with ISO 20000.
12 chapters in this module
  1. RTO definition
  2. RPO alignment
  3. Failover test frequency
  4. Recovery runbook
  5. Team assignment clarity
  6. Communication tree
  7. Vendor dependency tracking
  8. Third-party test participation
  9. Data replication proof
  10. Test result documentation
  11. Gap remediation tracking
  12. Plan refresh cycle
Module 10. Audit preparation and engagement
Run efficient audits with complete artefacts ready in advance.
12 chapters in this module
  1. Audit scope agreement
  2. Document request list
  3. Evidence package build
  4. Pre-audit walkthrough
  5. Interviewee preparation
  6. Observation tracking
  7. Non-conformance response
  8. Corrective action plan
  9. Evidence update loop
  10. Follow-up deadline
  11. Stakeholder update
  12. Lessons learned capture
Module 11. Sustaining compliance over time
Maintain ISO 20000 alignment through automated checks and regular reviews.
12 chapters in this module
  1. Quarterly control review
  2. Automated compliance checks
  3. Change drift detection
  4. Vendor re-assessment
  5. Policy update process
  6. Training refresh schedule
  7. Audit trail maintenance
  8. Stakeholder feedback loop
  9. Trend analysis
  10. Gap remediation tracking
  11. Benchmarking update
  12. Framework evolution watch
Module 12. Scaling the ISO 20000 model across engagements
Reuse artefacts and workflows across clients and projects.
12 chapters in this module
  1. Template library setup
  2. Client-specific adaptation
  3. Reuse tracking
  4. Version control method
  5. Knowledge transfer process
  6. Onboarding checklist
  7. Peer validation routine
  8. Client handover package
  9. Lessons learned integration
  10. Efficiency benchmarking
  11. Margin improvement tracking
  12. Practice expansion path

How this maps to your situation

  • When a new client requires ISO 20000 compliance
  • During vendor due diligence reviews
  • Preparing for internal or external audit
  • Responding to peer team escalation on service gaps

Before vs. after

Before
Rework on compliance artefacts, reactive responses to escalations, fragmented evidence collection
After
Definitive ISO 20000 SoA, proactive ownership of vendor reviews, first responder status for peer escalations

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: 60-90 minutes per module, designed to fit within weekly engineering sprints

How this compares to the alternatives

Generic ISO 20000 training lacks cloud-specific mappings and real-world SoA examples. This course delivers the exact artefacts from the first internal team to pass audit under ISO 20000 with AWS and Azure environments.

Frequently asked

Is this relevant for cloud-only environments?
Yes. The course focuses exclusively on applying ISO 20000 to cloud infrastructure, with examples from AWS and Azure deployments.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help with actual audit preparation?
Yes. You receive the complete Statement of Applicability and evidence framework used in a successful internal ISO 20000 audit.
$199 one-time. 60-90 minutes per module, designed to fit within weekly engineering sprints.

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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