A tailored course, built for your situation
Expanded remit over service management decisions with ISO 20000
A tailored course to deepen authority within current role through mastery of ISO 20000 implementation and governance
$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.
Frustration with diluted control or delayed sign-offs on service management initiatives
The situation this course is for
High-performing teams often face bottlenecks when governance decisions require escalation. Even experienced leaders can find their input filtered through layers or diluted by unclear ownership. This slows execution and weakens visibility into the impact of their work.
Who this is for
Senior service management leader in a global systems integrator, accountable for operational continuity and compliance, with influence across delivery teams but not full end-to-end control over frameworks
Who this is not for
Entry-level consultants, auditors without decision authority, or practitioners focused solely on ITIL process execution without governance exposure
What you walk away with
- Own end-to-end service management decisions under ISO 20000 without escalation
- Build repeatable artefacts that survive leadership changes
- Direct sign-off authority on control mappings and framework updates
- Internal reputation as the reference point for service management governance
- Documented decision patterns that extend influence across service delivery teams
The 12 modules (with all 144 chapters)
Module 1. Defining service management scope under ISO 20000
Establish clear boundaries for service ownership and decision rights within existing organizational structures.
12 chapters in this module
- Service catalog alignment
- Defining service boundaries
- Stakeholder mapping
- Service level agreement foundations
- Governance touchpoints
- Decision rights framework
- Ownership vs oversight
- Escalation thresholds
- Control ownership patterns
- Cross-function alignment
- Service lifecycle phases
- Implementation roadmap
Module 2. Control design for audit readiness
Design controls that pass internal and external reviews on first submission using ISO 20000 criteria.
12 chapters in this module
- Control objective mapping
- Evidence collection design
- Control frequency planning
- Automated control triggers
- Documentation standards
- Audit trail structure
- Control ownership assignment
- Testability by third parties
- Gap remediation workflow
- Version control for controls
- Integration with compliance tools
- Continuous monitoring setup
Module 3. Service continuity planning
Ensure uninterrupted delivery through resilient architecture and documented fallbacks.
12 chapters in this module
- Disaster recovery alignment
- RTO and RPO definition
- Failover mechanism design
- Third-party dependency mapping
- Recovery test scheduling
- Incident escalation paths
- Backup validation cycles
- Provider continuity plans
- Geographic redundancy
- Recovery playbook structure
- Post-incident review loop
- Regulator reporting triggers
Module 4. Incident and problem management governance
Lead resolution processes with authority, ensuring root cause closure and systemic fixes.
12 chapters in this module
- Incident categorization
- Triage authority levels
- Major incident declaration
- Problem investigation workflow
- Root cause validation
- Permanent fix tracking
- Cross-team coordination
- Knowledge base integration
- Trend analysis setup
- Preventive action planning
- Escalation governance
- Post-mortem facilitation
Module 5. Change control ownership
Own change review and approval workflows with documented rationale and risk assessment.
12 chapters in this module
- Change types classification
- Urgent change pathways
- CAB structure design
- Risk scoring framework
- Approver delegation rules
- Post-implementation review
- Automated change logging
- Change freeze planning
- Rollback validation
- Change success metrics
- Stakeholder notification
- Audit trail requirements
Module 6. Configuration management mastery
Maintain accurate configuration records with automated validation and audit support.
12 chapters in this module
- CMDB scope definition
- CI ownership assignment
- Discovery tool integration
- Relationship mapping
- Baseline documentation
- Change tracking linkage
- Access control settings
- Version synchronization
- Orphaned record cleanup
- Automated reconciliation
- Audit preparation workflow
- Reporting templates
Module 7. Service level agreement governance
Define, track, and negotiate SLAs with internal and external stakeholders.
12 chapters in this module
- SLA component breakdown
- Performance threshold setting
- Monitoring integration
- Exception handling
- Remediation agreement
- Customer communication
- Reporting frequency
- Penalty clause design
- Renewal negotiation
- Service credit tracking
- Stakeholder review cycle
- Benchmark alignment
Module 8. Supplier management under ISO 20000
Extend governance to third parties with structured oversight and performance review.
12 chapters in this module
- Vendor onboarding checklist
- Contractual obligation mapping
- Performance scorecard design
- Escalation path definition
- Audit rights negotiation
- Compliance validation
- Risk reassessment cycle
- Termination preparedness
- Subcontractor oversight
- Joint review meetings
- Continuous improvement loop
- Exit strategy planning
Module 9. Internal audit preparation
Produce audit-ready documentation and evidence packages on demand.
12 chapters in this module
- Audit scope definition
- Evidence checklist creation
- Document retention rules
- Access provisioning
- Pre-audit walkthrough
- Finding response workflow
- Corrective action tracking
- Tone-for-audit writing
- Cross-module consistency
- Control mapping reference
- Gap reporting format
- Remediation timeline
Module 10. Continuous service improvement
Lead improvement initiatives with data-backed proposals and executive alignment.
12 chapters in this module
- Improvement opportunity identification
- Business impact assessment
- Stakeholder buy-in
- Pilot design
- Success metric definition
- Change management integration
- Feedback loop structure
- ROI calculation
- Scaling decision
- Knowledge transfer
- Post-implementation review
- Lessons learned capture
Module 11. Governance documentation that sticks
Create living documents that survive leadership changes and team rotations.
12 chapters in this module
- Document ownership
- Version control setup
- Review cycle scheduling
- Stakeholder notification
- Change tracking
- Archive policy
- Search optimization
- Template standardization
- Access permissions
- Legal hold readiness
- Localization considerations
- Retention compliance
Module 12. Extending influence across functions
Position yourself as the go-to leader for service management decisions enterprise-wide.
12 chapters in this module
- Cross-functional credibility
- Peer influence tactics
- Executive visibility
- Thought leadership
- Internal advocacy
- Community of practice
- Mentorship pathways
- Knowledge sharing
- Presentation frameworks
- Stakeholder mapping
- Alliance building
- Influence metrics
How this maps to your situation
- Preparing for ISO 20000 certification
- Leading post-acquisition integration of service frameworks
- Reducing audit findings through stronger control ownership
- Expanding decision rights without title change
Before vs. after
Before
Reliant on cross-functional approvals and leadership sign-off for service management decisions
After
Direct authority over service management governance with documented frameworks and peer recognition
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 completion within 6 weeks while working full-time.
If nothing changes
Continued dependency on others for decision finalization limits visibility into impact and slows delivery velocity.
How this compares to the alternatives
Unlike generic ISO 20000 overviews, this course focuses on expanding remit through governance ownership, not just awareness. It delivers structured pathways to decision authority, not just knowledge.
Frequently asked
Is this course aligned with the latest version of ISO 20000?
Yes, all content is built around ISO 20000-1:the current cycle and current industry implementation patterns.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive certification upon completion?
No, this is a practitioner-focused skill-building course, not a certification exam prep program.
$199 one-time. Approximately 3 hours per module, designed for completion within 6 weeks while working full-time..
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