A tailored course, built for your situation
Direct sign off authority on ISO 20000 framework decisions
A 199 tailored course for Malcolm Purvis
$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
Manager at the firm with focus on BI and governance-ready service delivery
Who this is not for
Individuals outside consulting or service delivery roles, or those not actively shaping compliance or control frameworks
What you walk away with
- Own final approval on ISO 20000 process scope definitions
- Exercise sole discretion on control mapping documentation
- Lead client-facing readiness assessments without escalation
- Make binding decisions on evidence collection methodology
- Set internal audit thresholds for service management compliance
The 12 modules (with all 144 chapters)
Module 1. Defining ISO 20000 scope boundaries
Establish and defend the boundaries of service management coverage without escalation.
12 chapters in this module
- Mapping service lifecycle phases
- Identifying core vs supporting processes
- Setting scope justification criteria
- Documenting exclusion rationale
- Client challenge anticipation
- Stakeholder alignment thresholds
- Evidence package structure
- Version control protocol
- Scope change request handling
- Internal audit sign off path
- Cross domain interface rules
- Final scope approval workflow
Module 2. Control ownership and assignment
Assign and validate control responsibilities across teams with final say authority.
12 chapters in this module
- Control matrix structuring
- Owner vs operator distinction
- Responsibility validation method
- Escalation path design
- Cross functional dependencies
- Control duplication checks
- Risk threshold alignment
- Evidence collection timing
- Review frequency rules
- Change impact assessment
- Control waiver process
- Control retirement protocol
Module 3. Evidence strategy design
Design audit-ready evidence plans that require no senior review.
12 chapters in this module
- Evidence type selection
- Sampling methodology rules
- Retention period standards
- Automation feasibility filter
- Toolchain integration points
- Real time monitoring triggers
- Documentation sufficiency bar
- Third party attestation path
- Client access rules
- Version history requirements
- Evidence gap identification
- Contingency evidence protocol
Module 4. Process control integration
Embed controls into service delivery workflows with full decision authority.
12 chapters in this module
- Service level agreement alignment
- Incident control triggers
- Change control linkage
- Problem resolution checkpoints
- Release management gates
- Capacity planning inputs
- Availability reporting rules
- Continuity test scheduling
- Vendor escalation workflows
- Performance deviation thresholds
- Process maturity assessment
- Continuous improvement triggers
Module 5. Audit response leadership
Lead ISO 20000 audit interactions with documented authority to close findings.
12 chapters in this module
- Auditor question handling
- Finding classification rules
- Corrective action ownership
- Evidence submission workflow
- Timeline commitment authority
- Client communication protocol
- Non conformity severity tiering
- Root cause validation method
- Remediation sign off path
- Follow up audit planning
- Regulatory escalation filter
- Final closure decision
Module 6. Framework adaptation decisions
Modify ISO 20000 implementation rules for client context without escalation.
12 chapters in this module
- Context assessment criteria
- Tailoring justification rules
- Client risk profile input
- Scope boundary flexibility
- Control substitution rules
- Exemption approval path
- Documentation update workflow
- Stakeholder notification plan
- Version control for adaptations
- Auditability preservation
- Governance exception registry
- Final adaptation approval
Module 7. Vendor assessment leadership
Lead third party compliance evaluations with full authority to pass or fail.
12 chapters in this module
- Vendor onboarding checklist
- Compliance readiness threshold
- Evidence collection timeline
- Gap assessment method
- Remediation tracking rules
- Escalation trigger conditions
- Contractual obligation mapping
- Service credit enforcement
- Performance deviation review
- Relationship termination criteria
- Reassessment cycle timing
- Final vendor sign off
Module 8. Internal assessment ownership
Run internal ISO 20000 readiness reviews with final decision rights.
12 chapters in this module
- Assessment frequency rules
- Team selection criteria
- Scope coverage thresholds
- Evidence sufficiency check
- Finding classification matrix
- Remediation timeline setting
- Cross team notification rules
- Leadership summary format
- Progress tracking method
- Maturity improvement targets
- Benchmark comparison use
- Final readiness decision
Module 9. Compliance reporting authority
Publish and stand by compliance status reports without senior review.
12 chapters in this module
- Reporting frequency rules
- Audience segmentation strategy
- Status classification system
- Exception disclosure protocol
- Trend analysis inclusion
- Risk indicator selection
- Client specific views
- Executive summary content
- Data refresh synchronization
- Version history rules
- Correction process
- Final report sign off
Module 10. Change control ownership
Approve or reject changes to ISO 20000 implementation with binding authority.
12 chapters in this module
- Change request intake
- Impact assessment criteria
- Stakeholder consultation rules
- Risk tolerance thresholds
- Emergency change path
- Post implementation review
- Rollback condition setting
- Change success metrics
- Documentation update rule
- Audit trail requirements
- Change approval delegation
- Final change sign off
Module 11. Training and enablement leadership
Certify team members on ISO 20000 with sole discretion on readiness.
12 chapters in this module
- Curriculum design rules
- Role based training paths
- Readiness assessment method
- Certification criteria
- Refresher cycle timing
- Performance gap identification
- Coaching intervention triggers
- Peer review integration
- Knowledge retention checks
- External training validation
- Mentorship assignment
- Final certification decision
Module 12. Framework evolution decisions
Lead ISO 20000 updates and version transitions with full authority.
12 chapters in this module
- Update monitoring process
- Change necessity criteria
- Client impact assessment
- Transition planning rules
- Stakeholder communication
- Legacy system handling
- Training update requirements
- Evidence strategy refresh
- Audit continuity plan
- Version retirement timeline
- Governance exception handling
- Final transition approval
How this maps to your situation
- Client engagement kickoff
- Internal audit preparation
- Vendor compliance review
- Framework update cycle
Before vs. after
Before
Seeking approval on ISO 20000 decisions that slow delivery and dilute ownership
After
Exercising direct sign off authority on framework decisions, accelerating client outcomes and deepening leadership trust
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 module, designed for integration into active project cycles.
How this compares to the alternatives
Unlike generic ISO 20000 training, this course focuses on decision authority in consulting environments, with templates and playbooks tailored to the firm-level delivery expectations.
Frequently asked
Who is this course designed for?
Consulting practitioners leading service management compliance who need full ownership of ISO 20000 decisions.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I gain actual decision rights from this course?
The course delivers the documented frameworks and playbooks that position you for direct sign off authority in real engagements.
$199 one-time. Approximately 3 hours per module, designed for integration into active project cycles..
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