A tailored course, built for your situation
Direct sign off authority on ISO 20000 framework decisions
Own every layer of service management governance without escalation
$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
Senior consultant leading service management or IT governance transformations at a global systems integrator
Who this is not for
Individuals looking for entry-level ITIL training or general awareness of service frameworks
What you walk away with
- Finalize ISO 20000 control mappings without review loop
- Approve service process boundaries with documented rationale
- Set incident management classification thresholds independently
- Own change advisory board workflows from intake to execution
- Lead client audit scope definition with internal consensus
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 decision ownership
Establish the scope and authority levels inherent in ISO 20000 leadership roles within consulting engagements, focusing on where unilateral decisions apply.
12 chapters in this module
- Control ownership vs oversight
- Service lifecycle governance tiers
- Decision rights in multi-vendor environments
- Client contract clauses affecting authority
- Mapping ISO 20000 to engagement charters
- Delegation patterns in global delivery
- Audit trail expectations by control
- Baseline approval thresholds
- Documented judgment standards
- Escalation avoidance framework
- Common decision traps in service design
- Case study client transition
Module 2. Service catalog ownership models
Take sole responsibility for defining and maintaining service catalog content, structure, and governance rules aligned to ISO 20000 requirements.
12 chapters in this module
- Service definition criteria
- SLA inclusion rules
- Version control ownership
- Change freeze policies
- Stakeholder access levels
- Catalog audit readiness
- Integration with CMDB
- Approval workflow finalization
- Service retirement protocols
- Cross-domain service dependencies
- Automated validation thresholds
- Client-specific catalog views
Module 3. Incident classification authority
Define severity levels, escalation paths, and resolution SLAs with final decision rights, reducing dependency on senior sign-off.
12 chapters in this module
- Incident vs problem boundaries
- Severity matrix finalization
- Cross-functional impact scoring
- Outage classification rules
- External reporting triggers
- Internal escalation thresholds
- Resolution ownership assignment
- Post-mortem mandate scope
- Blameless review protocols
- Regulatory incident tagging
- Automated severity detection
- Client-specific classification
Module 4. Change advisory board leadership
Lead change assessment workflows with final decision authority on change approvals, timing, and rollback criteria.
12 chapters in this module
- Change request intake rules
- Standard vs emergency path
- Risk threshold definitions
- Rollback plan validation
- Change calendar governance
- Cross-team alignment protocol
- Automated compliance checks
- Change success metrics
- Client change delegation
- Vendor change oversight
- Financial impact filters
- Post-change audit trail
Module 5. Problem management framework decisions
Own root cause analysis scope, major problem threshold, and recurrence prevention planning without escalation.
12 chapters in this module
- Problem identification rules
- Major incident threshold
- Root cause depth expectations
- Prevention control ownership
- Trend analysis frequency
- Cross-system correlation
- Knowledge base integration
- Owner assignment rules
- Problem closure criteria
- Client reporting format
- Automated trigger rules
- Escalated problem intake
Module 6. Service continuity governance
Define and approve disaster recovery testing scope, RTO definitions, and failover execution protocols.
12 chapters in this module
- RTO vs RPO definitions
- Recovery plan ownership
- Test frequency determination
- Failover participant roles
- External dependency mapping
- Third-party SLA alignment
- Communication protocol finalization
- Post-test review ownership
- Client-specific recovery levels
- Automated failover criteria
- Regulatory reporting triggers
- Recovery documentation standards
Module 7. Service level agreement structuring
Finalize SLA terms, KPI definitions, and penalty clauses with documented justification and client alignment.
12 chapters in this module
- KPI selection criteria
- Measurement method ownership
- Reporting frequency rules
- Penalty clause design
- Client escalation process
- SLA exception handling
- Automated monitoring integration
- Remediation ownership
- Service credit enforcement
- Multi-region SLA variation
- Performance trend thresholds
- Client-specific exclusions
Module 8. Supplier management decisions
Take sole ownership of vendor selection criteria, contract oversight, and performance review outcomes.
12 chapters in this module
- Vendor evaluation scorecard
- Performance metric definitions
- Audit right enforcement
- Contract renewal triggers
- Penalty enforcement rules
- Multi-vendor coordination
- Risk scoring ownership
- Client alignment protocol
- Third-party certification review
- Incident response mandates
- Automated compliance tracking
- Exit strategy clauses
Module 9. Capacity and performance ownership
Define monitoring thresholds, capacity planning cycles, and resource scaling triggers without escalation.
12 chapters in this module
- Performance baseline setting
- Scaling trigger rules
- Resource allocation ownership
- Bottleneck identification
- Forecasting method selection
- Client-specific thresholds
- Automated alert rules
- Capacity review cadence
- Cloud cost sensitivity
- Workload prioritization rules
- Seasonal variation planning
- Stress test ownership
Module 10. Information security integration
Align ISO 20000 controls with information security policies and approve joint governance decisions.
12 chapters in this module
- Security incident classification
- Access control alignment
- Data handling integration
- Encryption standard approval
- Audit log retention
- Vulnerability response SLA
- Penetration test scope
- Third-party risk review
- Security control ownership
- Client reporting format
- Automated compliance checks
- Incident handoff protocol
Module 11. Continual improvement leadership
Own the service improvement backlog, prioritization rules, and initiative approval without deferral.
12 chapters in this module
- Improvement intake workflow
- Benefit validation criteria
- Initiative prioritization rules
- Cross-functional alignment
- ROI estimation ownership
- Change freeze coordination
- Success metric selection
- Client benefit communication
- Automated tracking rules
- Post-implementation review
- Backlog grooming ownership
- Initiative termination
Module 12. Audit and compliance ownership
Lead internal and client-facing audits with final say on evidence collection, scope, and remediation planning.
12 chapters in this module
- Audit scope definition
- Evidence collection ownership
- Finding classification
- Remediation timeline setting
- Client reporting ownership
- Regulatory alignment
- Automated compliance tools
- Gap assessment protocol
- Corrective action approval
- Third-party auditor prep
- Audit follow-up frequency
- Compliance trend reporting
How this maps to your situation
- When you inherit a legacy service operation
- Before signing a new managed services contract
- During a client audit preparation cycle
- After a major service outage review
Before vs. after
Before
Waiting for senior sign-off on service management decisions, creating delays and reducing client confidence.
After
Finalizing ISO 20000 framework decisions independently, accelerating delivery and increasing engagement authority.
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: 90 minutes per week for 12 weeks, with self-paced access to all materials.
How this compares to the alternatives
Unlike generic ITIL or ISO 20000 awareness courses, this program focuses exclusively on decision ownership in consulting environments, with templates and playbooks tailored to senior practitioner authority in global firms.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Who is this course designed for?
Senior consultants leading service management transformations in global systems integrators.
What frameworks are covered?
ISO 20000 is the primary framework, with integration to client-specific governance models.
$199 one-time. 90 minutes per week for 12 weeks, with self-paced access to all materials..
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