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Expanded Scope Across IT Service Management Initiatives with ISO 20000

$199.00
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A tailored course, built for your situation

Expanded Scope Across IT Service Management Initiatives with ISO 20000

Earn broader ownership of service delivery frameworks without stepping into a new role

$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.
Limited authority beyond core product backlog limits visibility and influence

The situation this course is for

Even strong product owners find their impact capped when adjacent service decisions are made without their input, especially in audit-ready environments where traceability and control ownership are mandatory.

Who this is for

Mid-senior Product Owner in a regulated services firm, accountable for delivery but seeking more end-to-end control over service management outcomes

Who this is not for

Entry-level Scrum Masters, ITIL-only practitioners, or those seeking certification prep without role expansion goals

What you walk away with

  • Own the ISO 20000 service reporting package from collection to sign-off
  • Lead cross-functional incident reviews with formal mandate
  • Standardize vendor SLAs using ISO 20000 control benchmarks
  • Document and defend change workflows that span teams
  • Expand influence into service continuity planning without title change

The 12 modules (with all 144 chapters)

Module 1. Defining Service Boundaries with ISO 20000
Establish clear ownership of service components using ISO 20000-1 clauses. Map current product responsibilities to service management domains.
12 chapters in this module
  1. Service scope definition
  2. Identifying service owners
  3. Linking product backlog to service catalog
  4. Control ownership assignment
  5. Documenting service relationships
  6. Setting audit thresholds
  7. Classifying incident types
  8. Change window alignment
  9. Vendor touchpoint mapping
  10. Escalation path design
  11. Reporting cycle integration
  12. Stakeholder alignment checklist
Module 2. Incident Management Frameworks
Build ISO 20000-compliant incident workflows that justify broader oversight. Turn reactive work into structured governance.
12 chapters in this module
  1. Incident classification schema
  2. Response time benchmarks
  3. Tiered support definitions
  4. Major incident declaration
  5. Post-incident review structure
  6. Root cause documentation
  7. Trend reporting
  8. Knowledge base integration
  9. Vendor coordination rules
  10. Escalation authority matrix
  11. Audit trail requirements
  12. Continuous improvement loop
Module 3. Change Control Design
Design formal change processes that invite your oversight. Replace informal approvals with structured, repeatable workflows.
12 chapters in this module
  1. Change types classification
  2. Standard change criteria
  3. Emergency change policy
  4. CAB membership rules
  5. Pre-approval checklists
  6. Risk scoring model
  7. Post-implementation review
  8. Change calendar management
  9. Backout plan standards
  10. Documentation templates
  11. Stakeholder notifications
  12. Audit alignment
Module 4. Service Level Agreement Architecture
Structure SLAs that position you as the primary validator. Move from consumer to owner of service commitments.
12 chapters in this module
  1. SLA vs OLAs distinction
  2. KPI definition process
  3. Target setting methodology
  4. Reporting frequency rules
  5. Penalty clause design
  6. Vendor negotiation framework
  7. Uptime calculation rules
  8. Performance dashboard specs
  9. Service credit policy
  10. Review meeting cadence
  11. Amendment process
  12. Audit readiness checks
Module 5. Configuration Management Setup
Lead configuration visibility without owning the CMDB. Define what gets tracked and why.
12 chapters in this module
  1. CI classification scheme
  2. Relationship mapping rules
  3. Ownership assignment protocol
  4. Update frequency standards
  5. Access control policy
  6. Audit trail requirements
  7. Integration with change control
  8. Incident linkage process
  9. CI health metrics
  10. Reconciliation cycle design
  11. Stakeholder reporting
  12. Tool-agnostic templates
Module 6. Service Continuity Planning
Own the narrative around service resilience. Turn BC/DR plans into governed programs.
12 chapters in this module
  1. Business impact analysis
  2. RTO/RPO definition
  3. Recovery scenario design
  4. Test frequency rules
  5. Stakeholder roles
  6. Facility redundancy criteria
  7. Data backup validation
  8. Failover process mapping
  9. Third-party dependency review
  10. Insurance alignment
  11. Regulatory reporting
  12. Audit trail structure
Module 7. Supplier Management Integration
Extend ISO 20000 oversight into vendor relationships. Turn contracts into governed performance lanes.
12 chapters in this module
  1. Vendor classification
  2. Performance review cycle
  3. Escalation path design
  4. Contract compliance checks
  5. SLA alignment process
  6. Security control validation
  7. Audit rights negotiation
  8. Termination clause design
  9. Transition planning
  10. Knowledge transfer standards
  11. Subcontractor oversight
  12. Reputation risk tracking
Module 8. Capacity and Performance Monitoring
Define what success looks like for service performance. Move from observing metrics to owning benchmarks.
12 chapters in this module
  1. Capacity planning cycle
  2. Performance threshold setting
  3. Trend analysis method
  4. Bottleneck identification
  5. Scaling trigger rules
  6. Resource forecasting model
  7. Cost vs performance tradeoff
  8. Reporting dashboard design
  9. Peak load planning
  10. User growth projection
  11. Infrastructure alignment
  12. Audit readiness package
Module 9. Information Security in Service Management
Align ISO 20000 with security controls. Position yourself as the service-level guardian of data integrity.
12 chapters in this module
  1. Access control mapping
  2. Data classification rules
  3. Incident linkage to security
  4. Audit trail standards
  5. Encryption in transit
  6. Vendor security validation
  7. Penetration test coordination
  8. Policy exception process
  9. Security awareness delivery
  10. Compliance checklists
  11. Third-party risk score
  12. Reporting to Infosec
Module 10. Service Reporting and Governance
Own the narrative of service health. Turn data into executive-grade reporting.
12 chapters in this module
  1. Reporting cycle design
  2. KPI selection process
  3. Trend narrative framing
  4. Executive summary template
  5. Exception reporting
  6. Stakeholder distribution
  7. Review meeting structure
  8. Action item tracking
  9. Improvement initiative mapping
  10. Benchmarking data
  11. Audit package assembly
  12. Version control process
Module 11. Internal Audit Readiness
Prepare ISO 20000 evidence packages proactively. Turn audits from disruption to proof of leadership.
12 chapters in this module
  1. Control mapping
  2. Evidence checklist
  3. Document retention rules
  4. Interview preparation
  5. Gap assessment method
  6. Remediation tracking
  7. Policy version control
  8. Audit trail validation
  9. Finding response protocol
  10. Escalation handling
  11. Follow-up schedule
  12. Continuous compliance model
Module 12. Expanding Influence Without Title Change
Document a personal mandate. Use ISO 20000 mastery to justify broader scope.
12 chapters in this module
  1. Ownership claim framework
  2. Stakeholder buy-in process
  3. Pilot program design
  4. Success metric definition
  5. Internal comms plan
  6. Feedback loop structure
  7. Process handover protocol
  8. Cross-team alignment
  9. Executive visibility path
  10. Repeatable expansion model
  11. Playbook documentation
  12. Sustainability checks

How this maps to your situation

  • After first service audit
  • Before vendor contract renewal
  • During incident review escalation
  • When expanding service ownership

Before vs. after

Before
Service management decisions made outside your product scope limit your impact
After
You lead ISO 20000-aligned processes across incident, change, and vendor management with documented 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: Approximately 3 hours per module, designed to be completed alongside regular work over 6-8 weeks.

If nothing changes
Continuing to operate within narrow product boundaries risks missing opportunities to lead service-wide improvements and be recognized as the natural owner of broader IT service outcomes.

How this compares to the alternatives

Unlike generic ISO 20000 awareness courses, this program focuses on tactical expansion of ownership within existing roles , not certification prep or theoretical frameworks.

Frequently asked

Is this course focused on certification?
No. This course is designed to expand your operational mandate using ISO 20000 as a governance tool, not to prepare for an exam.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me lead beyond my current product backlog?
Yes. The course arms you with frameworks to claim ownership of service incident reviews, change approvals, and vendor SLAs using ISO 20000 as your mandate.
$199 one-time. Approximately 3 hours per module, designed to be completed alongside regular work over 6-8 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
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