A tailored course, built for your situation
Direct sign off authority on ISO 20000 service design decisions
Own the full service lifecycle without escalation paths or approval bottlenecks
$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.
Getting blocked on service design approvals slows client momentum and dilutes ownership
The situation this course is for
Skilled practitioners are stuck in review loops, waiting for sign off on routine ISO 20000 alignments. This erodes confidence and delays client outcomes.
Who this is for
Mid-level service management professional in a consulting environment with client-facing governance responsibilities
Who this is not for
Entry-level analysts, back-office IT staff, or those without decision-level access to service frameworks
What you walk away with
- Identify which ISO 20000 control decisions fall under your authority
- Execute service design updates without routing for senior sign off
- Document change rationale that preempts compliance challenges
- Accelerate SLA and service catalog updates using internal policy thresholds
- Lead client-facing service reviews with full decision ownership
The 12 modules (with all 144 chapters)
Module 1. Mapping ISO 20000 decision boundaries
Define which service design choices fall under individual ownership and which require coordination. Clarify thresholds for unilateral action on service changes.
12 chapters in this module
- Understanding ISO 20000 clause 4.3 decision scope
- Service design vs service operation distinctions
- Identifying low-risk change thresholds
- Client SLA classification tiers
- Internal policy triggers for escalation
- Documenting rationale for audit readiness
- Change advisory board exclusion criteria
- Service catalog update permissions
- Incident response decision trees
- Problem management ownership paths
- Release schedule autonomy levels
- Configuration item update authority
Module 2. Service lifecycle ownership
Establish clear decision rights across service design, transition, and operation phases. Own lifecycle stages without deferring to senior reviewers.
12 chapters in this module
- Service strategy decision gates
- Design phase approval thresholds
- Transition plan ownership
- Operational handover criteria
- Service retirement autonomy
- Lifecycle stage documentation
- Client change request handling
- Internal stakeholder alignment
- Vendor integration decisions
- Support model adjustments
- Capacity planning sign off
- Availability benchmark updates
Module 3. Change control without escalation
Process standard changes under ISO 20000 without routing for approval. Recognize which modifications qualify as routine and low-risk.
12 chapters in this module
- Standard change classification
- Pre-approved change templates
- Emergency change thresholds
- Post-implementation review timing
- Change success metrics
- Backout procedure ownership
- Change advisory board exemption rules
- Client-facing change communication
- Change calendar autonomy
- Rollback authority levels
- Change documentation templates
- Audit trail completeness
Module 4. SLA and service catalog decisions
Update service catalog entries and SLA terms independently, based on client needs and internal policy guardrails.
12 chapters in this module
- Service description ownership
- SLA target setting authority
- Performance metric selection
- Service level reporting
- Catalog update frequency
- Service tier definitions
- Billing alignment decisions
- Service scope boundary rules
- Transparency thresholds
- Client revision cycles
- Service restoration terms
- Penalty clause applicability
Module 5. Vendor and third-party integration
Decide on vendor selection criteria and integration paths for service components without requiring leadership review.
12 chapters in this module
- Vendor assessment thresholds
- Third-party SLA adoption
- Integration architecture choices
- API access decisions
- Data residency rules
- Compliance alignment paths
- Vendor audit rights
- Contractual term adoption
- Service continuity planning
- Vendor performance tracking
- Multi-supplier coordination
- Exit strategy ownership
Module 6. Incident and problem ownership
Lead incident response and root cause analysis without escalating to senior architects or managers.
12 chapters in this module
- Incident classification tiers
- Response timeline decisions
- Stakeholder notification paths
- Escalation threshold rules
- Post-incident review leadership
- Root cause methodology selection
- Corrective action ownership
- Preventive measure implementation
- Knowledge base updates
- Trend analysis frequency
- Problem ticket closure
- Cross-system impact assessment
Module 7. Configuration and asset governance
Manage configuration items and asset records with full autonomy, ensuring ISO 20000 compliance without oversight loops.
12 chapters in this module
- CI ownership assignment
- Attribute update authority
- Relationship mapping decisions
- Version control rules
- Asset lifecycle stages
- Retention policy application
- Decommissioning triggers
- Inventory reconciliation
- License compliance tracking
- Software audit readiness
- Hardware refresh cycles
- Cloud resource tagging
Module 8. Capacity and performance tuning
Adjust capacity plans and performance thresholds based on demand patterns and service goals.
12 chapters in this module
- Workload forecasting
- Resource allocation decisions
- Bottleneck resolution paths
- Scalability adjustments
- Peak load planning
- Cost-performance tradeoffs
- Cloud spend thresholds
- Auto-scaling rules
- Response time targets
- Throughput optimization
- Capacity reporting format
- Client capacity reviews
Module 9. Service continuity planning
Define recovery strategies and test schedules for service availability without mandatory review cycles.
12 chapters in this module
- Recovery time objective setting
- Backup frequency decisions
- Test scenario ownership
- Failover process updates
- Geographic redundancy choices
- Crisis communication paths
- Third-party dependency rules
- Recovery point objective
- Disaster simulation timing
- Post-test improvement actions
- Regulator-facing documentation
- Client reporting intervals
Module 10. Information security in service management
Apply ISO 20000-aligned security controls to service components without requiring coordination with central security teams.
12 chapters in this module
- Access control thresholds
- Encryption standard selection
- Audit log retention
- Security incident response
- Vulnerability remediation
- Patch deployment timing
- Security baseline adoption
- User privilege reviews
- Data classification rules
- Security policy exceptions
- Compliance alignment
- Security metric ownership
Module 11. Client-facing service reviews
Lead quarterly service reviews with clients using performance data and compliance posture as anchor points.
12 chapters in this module
- Review agenda ownership
- Performance metric presentation
- Compliance gap communication
- Client feedback integration
- Service improvement planning
- Change request prioritization
- SLA adjustment proposals
- Client escalation paths
- Stakeholder alignment
- Review documentation
- Action item tracking
- Follow-up cadence
Module 12. Policy and documentation ownership
Maintain and update service policies and process documents with full authority, ensuring living compliance.
12 chapters in this module
- Policy version control
- Stakeholder notification
- Internal review thresholds
- Document access permissions
- Policy exception handling
- Update frequency rules
- Change tracking
- Historical retention
- Cross-reference updates
- Template standardization
- Compliance mapping
- Audit readiness checks
How this maps to your situation
- Client service design meeting
- SLA renewal discussion
- Post-incident review
- Vendor integration decision
Before vs. after
Before
Waiting for approval on routine service design changes under ISO 20000, creating delays and reducing ownership
After
Acting with full authority on ISO 20000 service decisions, accelerating delivery and strengthening client 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: 25-30 hours total, self-paced over 4-6 weeks
If nothing changes
Continuing to route straightforward ISO 20000 decisions upward undermines credibility and slows client outcomes, making practitioners appear less capable than they are.
How this compares to the alternatives
Generic ITIL courses teach conceptual frameworks. This course delivers specific decision rights under ISO 20000, tailored to consulting practitioners with client-facing authority.
Frequently asked
How is this different from a standard ISO 20000 foundation course?
This focuses on decision ownership , knowing exactly which choices you can make without approval, not just understanding the framework.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is this relevant if my client uses ITIL?
Yes , ITIL is the practice, ISO 20000 is the auditable standard. This course teaches where you own the line between them.
$199 one-time. 25-30 hours total, self-paced over 4-6 weeks.
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