A tailored course, built for your situation
Faster path from ISO 20000 policy intent to completed service artefact
Turn service management intent into fully compliant outputs in less time
$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.
Spending too long turning ISO 20000 requirements into client-ready deliverables
The situation this course is for
High-performing consultants often get slowed down by recurring structuring decisions, fragmented control mappings, and repeated feedback cycles on artefact completeness. This delays client reporting and limits engagement velocity.
Who this is for
Senior service management consultant or internal auditor focused on ISO 20000 implementation and compliance delivery within professional services
Who this is not for
Entry-level auditors, non-technical ISO awareness trainees, or professionals outside governance and compliance delivery
What you walk away with
- Generate complete ISO 20000 service design packages in under 48 hours
- Apply reusable templates for service level agreements, incident workflows, and change control logs
- Map controls to evidence requirements without external review
- Produce client-ready documentation that survives auditor scrutiny
- Reduce review cycles by aligning structure and content upfront
The 12 modules (with all 144 chapters)
Module 1. Scoping ISO 20000 projects with precision
Define boundaries, services, and compliance scope without over-engineering. Avoid unnecessary expansion while meeting all mandatory clauses.
12 chapters in this module
- Defining service scope
- Identifying applicable clauses
- Mapping client expectations
- Setting artefact milestones
- Aligning stakeholder inputs
- Documenting exclusions
- Version control setup
- Template library access
- Evidence tracking design
- Review gate planning
- Change request handling
- Delivery timeline calibration
Module 2. Accelerated service level agreement design
Build SLAs faster using pre-validated structures that meet ISO 20000 requirements while accommodating client-specific thresholds.
12 chapters in this module
- SLA clause library
- Response time bands
- Escalation path templating
- Performance reporting cadence
- Penalty clause drafting
- Service credit frameworks
- Uptime definitions
- Availability measurement
- Downtime tracking logic
- Remediation workflows
- Sign-off protocols
- Revision triggers
Module 3. Incident management workflow alignment
Design compliant incident processes that satisfy control requirements and integrate with client tooling.
12 chapters in this module
- Event classification schema
- Severity tier definitions
- Ticket lifecycle modelling
- Auto-routing rules
- Major incident criteria
- Post-mortem integration
- Notification sequences
- Recovery time benchmarks
- Root cause taxonomy
- Escalation time limits
- Status update frequency
- Closure verification steps
Module 4. Change control process design
Structure change advisory workflows that meet audit standards and support rapid deployment cycles.
12 chapters in this module
- Change type classification
- RFC template design
- Approval authority mapping
- Emergency change protocols
- CAB membership rules
- Change calendar setup
- Backout plan requirements
- Risk impact scoring
- Post-implementation review
- Change success metrics
- Rollback triggers
- Change freeze periods
Module 5. Configuration management database structuring
Define CMDB scope and data relationships that support service modelling and audit readiness.
12 chapters in this module
- CI identification rules
- Attribute set standards
- Relationship mapping
- Lifecycle tracking fields
- Ownership assignment
- Naming conventions
- Sync frequency rules
- Audit trail capture
- Integrity checks
- Dependency visualisation
- Tiered criticality tagging
- CMDB reporting outputs
Module 6. Service catalogue compliance
Develop service catalogues that meet ISO 20000 formatting and content requirements.
12 chapters in this module
- Service description templates
- Pricing visibility
- SLO alignment
- Access control design
- Provisioning workflows
- Service retirement rules
- Service owner assignment
- Change history inclusion
- Version numbering
- Approval tracking
- Customer-facing design
- Internal audit trail
Module 7. Service reporting automation
Build compliant reporting frameworks that run without manual intervention.
12 chapters in this module
- KPI selection
- Performance thresholds
- Automated alerting
- Dashboard layout
- Data source integration
- Report validation
- Distribution scheduling
- Escalation rules
- Trend analysis setup
- Anomaly detection
- Service review integration
- Audit prep exports
Module 8. Internal audit preparation
Structure evidence packs that pass auditor scrutiny without rework.
12 chapters in this module
- Audit clause mapping
- Evidence checklist
- Sample selection logic
- Documentation depth
- Interview preparation
- Finding response templates
- Corrective action tracking
- Trend reporting
- Non-conformance logging
- Closure verification
- Audit history review
- Pre-audit walkthroughs
Module 9. Management review documentation
Generate executive summaries and review records efficiently.
12 chapters in this module
- Review frequency planning
- Agenda structuring
- Performance metric inclusion
- Risk register update
- Action item tracking
- Improvement initiative logging
- Stakeholder input capture
- Decision recording
- Strategic alignment
- Resource planning
- Service portfolio updates
- External factor response
Module 10. Continual improvement planning
Embed service improvement workflows that meet ISO 20000-1 requirements.
12 chapters in this module
- Improvement idea capture
- Benefit estimation
- Effort scoring
- Prioritization framework
- Implementation tracking
- Success measurement
- ROI calculation
- Lessons learned
- Knowledge transfer
- Process update rules
- Feedback loop design
- Customer input integration
Module 11. Vendor service integration
Align third-party providers with ISO 20000 compliance expectations.
12 chapters in this module
- Contract clause alignment
- SLA integration
- Performance monitoring
- Audit rights negotiation
- Escalation coordination
- Data ownership terms
- Security alignment
- Compliance verification
- Joint review scheduling
- Transition planning
- Exit clause design
- Due diligence checklists
Module 12. Certification readiness sprint
Finalize documentation, conduct gap analysis, and prepare for external audit.
12 chapters in this module
- Gap assessment process
- Evidence consolidation
- Audit simulation
- Corrective action closure
- Document finalization
- Stakeholder briefing
- Timeline compression
- Resource ramp-up
- External auditor Q&A prep
- Compliance statement drafting
- Post-certification roadmap
- Maintenance planning
How this maps to your situation
- Starting a new ISO 20000 implementation
- Preparing for surveillance audit
- Onboarding a new client under ISO scope
- Scaling service management across business units
Before vs. after
Before
Time spent recreating structures, waiting on reviews, and revising deliverables due to inconsistent formatting or missing control alignment.
After
Rapid generation of complete, audit-ready ISO 20000 documentation with reusable templates and clear decision logic.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters total)
- 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 4 hours per module, designed to be completed in parallel with active engagements.
If nothing changes
Without streamlined processes, practitioners risk falling into repetitive rework cycles, delaying client deliverables and limiting capacity for higher-value advisory work.
How this compares to the alternatives
Unlike generic ISO 20000 overviews, this course delivers practitioner-grade templates, decision logic, and workflow designs used in actual the firm service transitions, cutting weeks off delivery timelines.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I use the templates with my current clients?
Yes, all templates are client-safe, unbranded, and designed for immediate adaptation.
Is this focused on internal or external audits?
The course prepares you for both, with templates and workflows aligned to auditor expectations.
$199 one-time. Approximately 4 hours per module, designed to be completed in parallel with active engagements..
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