A tailored course, built for your situation
Direct Oversight Across More Service Management Decisions Using ISO 20000
Expand your sphere of influence within your current role by mastering ISO 20000 implementation with precision and authority
$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.
Frustrated by slow adoption of service management standards despite clear process benefits?
The situation this course is for
Even strong frameworks stall when ownership is diffuse. Practitioners with formal authority often lack implementation fluency, while skilled operators lack decision rights. The gap slows client delivery and weakens audit readiness.
Who this is for
Senior service management practitioner influencing standards adoption across delivery teams, with formal leadership role and recurring exposure to ISO 20000 or ITIL practices
Who this is not for
Entry-level IT staff, auditors with no operational role, consultants without delivery accountability
What you walk away with
- Own end-to-end ISO 20000 deployment decisions across incident, problem, change, and service continuity processes
- Lead cross-team alignment without requiring escalation
- Design continual improvement cycles that reflect actual client delivery constraints
- Produce audit-ready documentation that anticipates reviewer questions
- Reduce rework by aligning control design with frontline operator feedback
The 12 modules (with all 144 chapters)
Module 1. Defining Decision Boundaries in Service Management
Establish clear ownership zones for incident, problem, change, and release management under ISO 20000. Map where discretion exists and how to claim it.
12 chapters in this module
- Decision types in service management
- Ownership vs accountability
- ISO 20000 clause alignment
- Client contract linkages
- Escalation threshold design
- Peer team interface mapping
- Designing for audit readiness
- Documenting decision logic
- Feedback loops from operations
- Version control strategies
- Stakeholder sign-off patterns
- Living policy maintenance
Module 2. Incident Management with ISO 20000 Compliance
Align incident response workflows with ISO 20000 requirements while maintaining speed and client trust.
12 chapters in this module
- ISO 20000 incident classification
- Ticket lifecycle standards
- First-response SLA design
- Major incident protocols
- Post-incident review structure
- Integration with monitoring tools
- Client communication templates
- Regulatory reporting triggers
- Cross-border data handling
- Service level agreement mapping
- Automation boundaries
- Performance trend analysis
Module 3. Problem Management Lifecycle Design
Move beyond ticket closure to root cause resolution using ISO 20000 problem management controls.
12 chapters in this module
- Problem record initiation
- Causal analysis methods
- Known error database setup
- Workaround documentation
- Permanent fix validation
- Problem prioritization matrix
- Integration with change management
- Trend monitoring thresholds
- Client impact assessment
- Vendor coordination protocols
- Review cycle timing
- Audit evidence packaging
Module 4. Change Enablement Under ISO 20000
Streamline change workflows while ensuring compliance with ISO 20000 standards.
12 chapters in this module
- Change types and categorization
- Standard change definition
- Change advisory board roles
- Urgent change protocols
- Risk scoring framework
- Client approval workflows
- Post-implementation review
- Success criteria definition
- Backout planning
- Documentation standards
- Automation integration
- Metrics for improvement
Module 5. Continual Improvement Programme Structure
Design a repeatable process for enhancing service management maturity under ISO 20000.
12 chapters in this module
- PDCA cycle integration
- Improvement initiative sourcing
- Benefit tracking framework
- Stakeholder engagement plan
- Resource allocation model
- Timeline for rollout
- Success metric definition
- Barrier identification
- Pilot programme design
- Scaling decision criteria
- Knowledge transfer plan
- Lessons learned capture
Module 6. Service Level Agreement Architecture
Build SLAs that meet ISO 20000 requirements and client expectations.
12 chapters in this module
- Service scope definition
- Performance indicator selection
- Target setting methodology
- Reporting frequency
- Penalty clauses review
- Client negotiation boundaries
- Internal alignment checks
- Legal compliance review
- Renewal cycle linkage
- Escalation path design
- Dispute resolution protocol
- Benchmarking practices
Module 7. Configuration Management Database Integration
Ensure CMDB accuracy and utility within ISO 20000 compliance.
12 chapters in this module
- CI identification criteria
- Relationship mapping
- Ownership assignment
- Update frequency standards
- Automation integration
- Audit trail requirements
- Access control design
- Version synchronization
- Decommissioning process
- Discovery tool alignment
- Data quality metrics
- Reconciliation cycles
Module 8. Service Continuity Planning with ISO 20000
Develop robust continuity plans aligned with ISO 20000 business continuity requirements.
12 chapters in this module
- Risk assessment methodology
- Business impact analysis
- Recovery time objectives
- Alternate site planning
- Team mobilization protocol
- Client communication plan
- Regulatory notification rules
- Test frequency standards
- Post-test review process
- Documentation currency checks
- Vendor dependency mapping
- Insurance linkage
Module 9. Supplier Management Framework
Manage third-party performance under ISO 20000 guidelines.
12 chapters in this module
- Supplier categorization
- Contractual obligation mapping
- Performance monitoring
- Audit right enforcement
- Incident coordination
- Change management integration
- Termination planning
- Relationship review cycles
- Subcontractor oversight
- Financial risk review
- Geopolitical risk factors
- Compliance verification
Module 10. Information Security Management Integration
Align ISO 20000 with broader information security controls and expectations.
12 chapters in this module
- Security incident linkage
- Access control coordination
- Data handling policies
- Encryption standards
- Audit trail preservation
- Third-party security review
- Incident response integration
- User awareness integration
- Regulatory alignment
- Certification planning
- Breach reporting
- Vendor security checks
Module 11. Audit Preparation and Response
Prepare confidently for ISO 20000 audits with complete, organized evidence.
12 chapters in this module
- Audit scope definition
- Document collection plan
- Evidence packaging
- Interview preparation
- Nonconformance response
- Corrective action tracking
- Readiness checklist
- Gap mitigation strategy
- Internal audit timing
- External auditor coordination
- Remediation deadline tracking
- Follow-up audit prep
Module 12. Leadership and Governance Reporting
Deliver clear, actionable insights to leadership using ISO 20000 data.
12 chapters in this module
- KPI selection
- Dashboard design
- Executive summary writing
- Risk escalation protocol
- Trend analysis method
- Benchmark comparison
- Improvement roadmap
- Resource request justification
- Client performance reporting
- Internal audit findings
- External audit updates
- Governance meeting prep
How this maps to your situation
- After a client audit reveals gaps in service continuity documentation
- Before rolling out a revised change management process
- When onboarding a new delivery team into existing service workflows
- During preparations for ISO 20000 certification
Before vs. after
Before
Service management decisions are fragmented across teams, requiring frequent escalation and resulting in inconsistent client delivery.
After
You lead unified service management practices with direct oversight across incident, change, and continuity decisions, driving consistency and 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 3 hours per week over 8 weeks to complete all modules and apply templates.
If nothing changes
Without clear ownership, service management improvements stall. Missed SLAs, repeated incidents, and audit findings accumulate, reducing client trust and increasing operational burden.
How this compares to the alternatives
Unlike generic ITIL courses or broad compliance webinars, this program focuses on executable decision rights under ISO 20000, tailored to senior practitioners expanding their mandate within existing roles.
Frequently asked
Who is this course for?
Senior service management leaders influencing process adoption across teams, especially those using or implementing ISO 20000.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this while working full-time?
Yes. Each module is designed for real-world application with templates you can use immediately.
$199 one-time. Approximately 3 hours per week over 8 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