A tailored course, built for your situation
Direct sign-off authority on ISO 20000 service lifecycle decisions
Own the full service delivery lifecycle with documented decision rights and immediate implementation pathways
$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 service delivery leader in a global IT services firm, accountable for module-level outcomes and ISO-aligned service execution
Who this is not for
Junior service coordinators, individual contributors without decision scope, or practitioners outside IT service management frameworks
What you walk away with
- Immediate authority to approve or reject standard change requests under ISO 20000 without escalation
- Documented thresholds for incident resolution timelines you control
- Final input on SLA design and renewal terms within your module
- Ownership of release scheduling decisions aligned with ISO 20000 service transition clauses
- Autonomy to adjust service reporting cadence without senior review
The 12 modules (with all 144 chapters)
Module 1. ISO 20000 service lifecycle fundamentals
Ground your decision authority in the core structure of ISO 20000, focusing on service transition, design, and continual improvement phases.
12 chapters in this module
- Service lifecycle overview
- Scope boundaries
- Process ownership
- Decision rights mapping
- Lifecycle milestones
- Control points
- Governance layers
- Stakeholder roles
- Documentation flow
- Compliance touchpoints
- Audit triggers
- Lifecycle ownership
Module 2. Change control ownership
Establish clear thresholds for standard, normal, and emergency changes you can approve without escalation.
12 chapters in this module
- Change classification
- Standard change criteria
- Risk tolerance bands
- Approval thresholds
- Backout planning
- Change scheduling
- Vendor change intake
- Emergency protocols
- Change freeze rules
- Post-implementation review
- Change reporting
- Ownership handoff
Module 3. Service level agreement governance
Define and adjust SLAs with documented authority, including escalation paths and performance metrics.
12 chapters in this module
- SLA structure
- KPI selection
- Escalation triggers
- Performance bands
- Renewal terms
- Client negotiation inputs
- Internal alignment
- Reporting frequency
- Penalty clauses
- Service credits
- Benchmarking data
- SLA review cycle
Module 4. Incident management control
Set incident response timelines, severity thresholds, and resolution ownership within ISO 20000 frameworks.
12 chapters in this module
- Incident classification
- Severity levels
- Response SLAs
- Resolution windows
- Major incident declaration
- Cross-team coordination
- Customer comms
- Post-mortem ownership
- Trend analysis
- Root cause tracking
- Repeat incident rules
- Escalation thresholds
Module 5. Release management authority
Own release scheduling, deployment checklists, and rollback decisions under ISO 20000 service transition.
12 chapters in this module
- Release types
- Scheduling rules
- Deployment checklists
- Rollback criteria
- Change window planning
- Stakeholder comms
- Testing sign-off
- Production cutover
- Post-release review
- Release documentation
- Version tracking
- Release calendar
Module 6. Service continuity planning
Define recovery time objectives and test cycles you control under ISO 20000 service continuity clauses.
12 chapters in this module
- RTO definition
- RPO setting
- Recovery team roles
- Test frequency
- Failover validation
- Documentation updates
- Vendor coordination
- Client notification
- Post-test review
- Disruption scenarios
- Recovery reporting
- Plan ownership
Module 7. Problem management ownership
Establish root cause timelines, recurring issue thresholds, and permanent fix validation you own.
12 chapters in this module
- Problem intake
- Root cause methods
- Trend identification
- Known error database
- Workaround approval
- Permanent fix tracking
- Escalation rules
- Cross-module coordination
- Vendor issue tracking
- Resolution validation
- Problem closure
- Prevention planning
Module 8. Configuration management control
Define CMDB accuracy standards and update cycles under your authority.
12 chapters in this module
- CI identification
- Attribute standards
- Relationship mapping
- Update frequency
- CMDB ownership
- Audit readiness
- Change linkage
- Discovery tools
- Manual override rules
- Version history
- Access control
- Reporting templates
Module 9. Service reporting autonomy
Set internal and client-facing reporting cadence, format, and distribution rules.
12 chapters in this module
- Report types
- Audience definition
- Distribution rules
- Format standards
- Cadence setting
- Data sources
- Exception reporting
- Trend commentary
- Executive summary
- Client-specific views
- Automated delivery
- Report ownership
Module 10. Vendor performance oversight
Define evaluation criteria, scoring rules, and contract compliance tracking under your purview.
12 chapters in this module
- Vendor intake
- Performance metrics
- Scorecard design
- Review meetings
- Penalty enforcement
- Incentive tracking
- Contract compliance
- Escalation paths
- Relationship management
- Termination triggers
- Renewal inputs
- Vendor reporting
Module 11. Continuous improvement ownership
Initiate and close improvement initiatives without escalation under ISO 20000 continual improvement clauses.
12 chapters in this module
- Improvement intake
- Idea validation
- Impact assessment
- Approval thresholds
- Implementation tracking
- Success metrics
- Stakeholder comms
- Post-implementation review
- Knowledge transfer
- Improvement closure
- Scaling rules
- Ownership handoff
Module 12. Decision rights documentation
Build and maintain a living document that proves your authority across service lifecycle decisions.
12 chapters in this module
- Rights mapping
- Approval thresholds
- Escalation rules
- Review cycles
- Stakeholder alignment
- Version control
- Access control
- Audit readiness
- Change log
- Training inputs
- Succession planning
- Governance update
How this maps to your situation
- When a standard change request arrives
- Before SLA renewal negotiations begin
- During incident escalation review
- Prior to release scheduling
Before vs. after
Before
Decisions on service lifecycle changes require multiple approvals and delay execution.
After
You own final sign-off on key service decisions, reducing delays and reinforcing ownership.
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 service delivery cycles.
How this compares to the alternatives
Unlike generic ITIL or ISO 20000 overviews, this course delivers documented decision rights and implementation levers specific to senior service owners in global delivery environments.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
What makes this different from standard ISO 20000 training?
It focuses on decision ownership, not just compliance. You gain documented authority to act, not just knowledge of the framework.
Is this relevant for module leads in global IT services?
Yes. It was designed for practitioners like you who own delivery outcomes and need clear, escalation-free decision rights.
$199 one-time. Approximately 3 hours per module, designed for integration into active service delivery 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