A tailored course, built for your situation
Faster path from ISO 20000 policy intent to completed service artefact
Go from initial requirement to audit-ready deliverable in half the cycle 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 clauses into working documents that hold up under review
The situation this course is for
Teams stall when translating high-level ISO 20000 policies into operational outputs. The gap between intent and artefact creates rework, delays audits, and slows client delivery. Without a structured way to generate consistent documentation, practitioners fall into revision loops or over-rely on tribal knowledge.
Who this is for
Senior service management practitioner leading infrastructure delivery in a regulated services environment, responsible for translating standards into working systems
Who this is not for
Entry-level auditors, junior documentation staff, or consultants focused solely on certification prep without implementation follow-through
What you walk away with
- Produce complete ISO 20000-compliant service design packages in under five days
- Reduce rework by 70% using pattern-based clause interpretation
- Ship SLA drafts that pass senior review on first submission
- Turn client onboarding cycles from weeks to days using pre-built template logic
- Own end-to-end delivery of service artefacts without waiting on cross-team input
The 12 modules (with all 144 chapters)
Module 1. Mapping ISO 20000 clauses to service outputs
Learn how to interpret each control area as a production task, not just an audit checkbox.
12 chapters in this module
- Clause to output workflow
- Identifying delivery triggers
- Service scope boundaries
- Input requirements checklist
- Stakeholder alignment map
- Document type decision tree
- Risk-based prioritisation
- Control grouping logic
- Process ownership matrix
- Service level threshold setting
- Change impact tagging
- Review gate planning
Module 2. Designing service level agreements
Turn policy language into binding SLAs with clear metrics and escalation paths.
12 chapters in this module
- SLA purpose definition
- Uptime measurement method
- Incident classification bands
- Response time tiers
- Penalty clause drafting
- Client sign-off workflow
- Version control setup
- Reporting frequency rules
- Breach notification protocol
- Capacity planning triggers
- Service credit logic
- Renewal terms drafting
Module 3. Building service continuity plans
Develop resilient operations frameworks that meet ISO 20000 availability requirements.
12 chapters in this module
- Downtime risk assessment
- Recovery time objectives
- Failover process steps
- Backup validation schedule
- Third-party dependencies
- Crisis communication plan
- Escalation matrix design
- Test simulation frequency
- Post-mortem integration
- Vendor SLA alignment
- Resource redundancy model
- Recovery success criteria
Module 4. Documenting service design packages
Assemble audit-ready service design documentation using a standardised structure.
12 chapters in this module
- Service design package outline
- Architecture diagram standards
- Change request linkage
- Capacity reports inclusion
- Security control mapping
- Testing results summary
- Stakeholder approval log
- Risk register attachment
- Version history table
- Glossary standardisation
- Compliance crosswalk table
- External audit references
Module 5. Automating control validation
Use templates and checklists to verify compliance without manual walkthroughs.
12 chapters in this module
- Control checklist design
- Automated evidence collection
- Template-based verification
- Control ownership tagging
- Exception reporting rules
- Audit trail generation
- Sampling frequency logic
- Compliance dashboard setup
- Gap detection triggers
- Remediation workflow
- Evidence retention rules
- Cross-audit consistency
Module 6. Streamlining change management
Implement a repeatable process for handling service changes without breaking compliance.
12 chapters in this module
- Change type classification
- Impact assessment method
- Approval workflow design
- Emergency change rules
- Post-implementation review
- Rollback planning
- Stakeholder notification
- Change calendar use
- CAB meeting structure
- Change success metrics
- Backlog triage method
- Change freeze periods
Module 7. Standardising incident handling
Create fast, consistent response procedures that satisfy ISO 20000 requirements.
12 chapters in this module
- Incident categorisation
- Prioritisation matrix
- First responder protocol
- Diagnosis checklist
- Resolution time tracking
- Escalation decision tree
- Workaround documentation
- Root cause process
- Knowledge base update
- Client communication template
- Post-incident review
- Trend analysis method
Module 8. Optimising problem management
Shift from reactive fixes to proactive resolution using structured problem workflows.
12 chapters in this module
- Problem vs incident distinction
- Trend detection rules
- Root cause investigation
- Known error database
- Workaround tracking
- Permanent fix planning
- Knowledge transfer steps
- Preventive action log
- Problem prioritisation
- Resolution verification
- Service impact scoring
- Cross-team coordination
Module 9. Managing configuration items
Build and maintain a reliable configuration management database aligned with ISO 20000.
12 chapters in this module
- CI identification method
- Attribute standardisation
- Relationship mapping
- Ownership assignment
- Audit frequency rules
- Access control policy
- Baseline creation
- Change linkage
- Version tracking
- Decommission process
- Reconciliation method
- Reporting views
Module 10. Ensuring supplier compliance
Enforce ISO 20000 adherence across third-party providers through structured oversight.
12 chapters in this module
- Supplier onboarding check
- Contractual obligations
- Performance monitoring
- Audit rights clause
- Compliance validation
- Risk scoring method
- Escalation path design
- Service review meetings
- Corrective action tracking
- Termination conditions
- Subcontractor oversight
- Transition planning
Module 11. Delivering service reports
Generate executive-ready reports that demonstrate ongoing service quality and compliance.
12 chapters in this module
- Report purpose definition
- KPI selection
- Data sourcing method
- Visual presentation rules
- Narrative structure
- Trend commentary
- Exception explanation
- Improvement recommendations
- Distribution list setup
- Approval workflow
- Version control
- Archiving policy
Module 12. Sustaining continual improvement
Embed feedback loops that keep services evolving without disrupting compliance.
12 chapters in this module
- Improvement opportunity sources
- Benefit assessment method
- Change feasibility check
- Stakeholder alignment
- Implementation planning
- Success measurement
- Lessons learned capture
- Knowledge sharing
- Process update workflow
- Compliance revalidation
- Rollout communication
- Post-implementation review
How this maps to your situation
- After a new client onboarding
- During annual ISO 20000 audit prep
- When launching a new service offering
- Following a service incident review
Before vs. after
Before
Spending weeks interpreting ISO 20000 requirements and drafting custom documents for each engagement
After
Producing complete, audit-ready service artefacts in days using repeatable templates and proven workflows
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
Continuing to build service documentation from scratch erodes delivery speed, increases review cycles, and limits your ability to scale quality across multiple clients or internal units.
How this compares to the alternatives
Unlike generic ISO 20000 awareness courses, this programme focuses on producing working deliverables , not just passing exams. Compared to consultancy-led implementations, it offers the same output quality at 1/10th the cost and immediate ownership by your team.
Frequently asked
Who is this course for?
Senior infrastructure and service management practitioners leading ISO 20000 implementation in client-facing or internal delivery roles.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this cover ISO 20000:the current cycle specifically?
Yes, all content is aligned with the ISO 20000-1:the current cycle standard and current audit expectations.
$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