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Faster path from service intent to ISO 20000 artefact

$199.00
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A tailored course, built for your situation

Faster path from service intent to ISO 20000 artefact

A 199 tailored course for Kevin Lyles to ship complete ISO 20000 deliverables in record 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.

Who this is for

Senior service management engineer with government-sector experience leading complex IT frameworks under strict compliance timelines

Who this is not for

Entry-level consultants, auditors without implementation experience, or teams starting from zero maturity

What you walk away with

  • Produce ISO 20000 service design documents in under 72 hours from kickoff
  • Reduce stakeholder review cycles by standardising artefact structure
  • Deploy a repeatable process for service transition planning
  • Map controls to processes with 100% coverage on first pass
  • Confidently lead ISO 20000 readiness without external consultants

The 12 modules (with all 144 chapters)

Module 1. Service Intent to Scope Definition
Learn how to extract core requirements from leadership briefs and translate them into ISO 20000-aligned scope statements.
12 chapters in this module
  1. Defining service boundaries
  2. Identifying key stakeholders
  3. Documenting service purpose
  4. Establishing success criteria
  5. Setting compliance thresholds
  6. Aligning with existing SLAs
  7. Mapping to ISO 20000 clause 4
  8. Drafting scope statement
  9. Version control protocol
  10. Stakeholder sign-off sequence
  11. Scope freeze triggers
  12. Change control integration
Module 2. Service Design Blueprint
Build technical and procedural designs that satisfy ISO 20000 while accelerating implementation.
12 chapters in this module
  1. Designing service components
  2. Creating technical architecture diagrams
  3. Defining service level requirements
  4. Incorporating availability standards
  5. Planning capacity needs
  6. Embedding security controls
  7. Designing for maintainability
  8. Mapping to ISO 20000 clause 5
  9. Using design checklists
  10. Integrating with change management
  11. Vendor interface planning
  12. Design review workflow
Module 3. Process Integration Framework
Integrate ISO 20000 processes with existing ITSM workflows and tools.
12 chapters in this module
  1. Identifying process gaps
  2. Aligning incident management
  3. Integrating problem management
  4. Standardising change control
  5. Linking configuration management
  6. Synchronising release planning
  7. Mapping to ISO 20000 clause 6
  8. Establishing KPIs
  9. Process ownership definition
  10. Cross-functional alignment
  11. Tooling compatibility checks
  12. Process handoff protocol
Module 4. Documentation Velocity System
Generate compliant, audit-ready documents in record time using structured templates.
12 chapters in this module
  1. Template architecture
  2. Auto-populating fields
  3. Standard clause library
  4. Version comparison logic
  5. Review annotation system
  6. Approval chain mapping
  7. Document naming convention
  8. Storage taxonomy
  9. Access control settings
  10. Retention rules
  11. Audit trail integration
  12. Document freeze workflow
Module 5. Control Mapping Accelerator
Map ISO 20000 controls to operational processes with full traceability.
12 chapters in this module
  1. Clause-by-clause breakdown
  2. Control ownership assignment
  3. Process alignment matrix
  4. Evidence requirements
  5. Control testing schedule
  6. Exception handling
  7. Mapping to ISO 20000 clause 7
  8. Automated tracking setup
  9. Gap identification protocol
  10. Remediation planning
  11. Continuous monitoring
  12. Audit preparation mode
Module 6. Stakeholder Readiness Sequence
Prepare internal teams for ISO 20000 adoption with targeted communication and training.
12 chapters in this module
  1. Identifying impacted groups
  2. Developing training plans
  3. Creating quick-reference guides
  4. Scheduling walkthroughs
  5. Gathering feedback loops
  6. Adjusting based on input
  7. Mapping to ISO 20000 clause 8
  8. Change impact assessment
  9. Adoption tracking
  10. Knowledge transfer sessions
  11. Role-specific playbooks
  12. Readiness sign-off
Module 7. Internal Audit Simulation
Run realistic audit scenarios to test compliance before external review.
12 chapters in this module
  1. Audit role assignment
  2. Scenario design
  3. Document inspection
  4. Interview simulation
  5. Finding logging
  6. Root cause analysis
  7. Mapping to ISO 20000 clause 9
  8. Corrective action workflow
  9. Timeline compression
  10. Evidence validation
  11. Re-audit triggers
  12. Audit report drafting
Module 8. Certification Readiness Track
Align all artefacts and processes for external certification body review.
12 chapters in this module
  1. Selecting certification body
  2. Understanding assessment criteria
  3. Preparing documentation set
  4. Scheduling pre-audit
  5. Conducting gap review
  6. Finalising evidence pack
  7. Mapping to ISO 20000 clause 10
  8. Coordinating with auditors
  9. Day-of audit protocol
  10. Response preparation
  11. Finding resolution tracking
  12. Certification maintenance
Module 9. Continuous Service Improvement
Institutionalise feedback loops to refine services post-certification.
12 chapters in this module
  1. Defining improvement criteria
  2. Establishing review cadence
  3. Collecting performance data
  4. Analysing service gaps
  5. Prioritising enhancements
  6. Planning implementation
  7. Mapping to ISO 20000 clause 4
  8. Change integration
  9. Stakeholder feedback
  10. Reporting improvements
  11. Benchmarking against peers
  12. Updating documentation
Module 10. Vendor Management Integration
Extend ISO 20000 compliance to third-party service providers.
12 chapters in this module
  1. Defining vendor roles
  2. Establishing compliance expectations
  3. Reviewing vendor documentation
  4. Auditing third parties
  5. Mapping to ISO 20000 clause 5
  6. Contractual alignment
  7. Performance monitoring
  8. Issue escalation path
  9. Vendor certification tracking
  10. Onboarding checklist
  11. Exit planning
  12. Joint audit preparation
Module 11. Incident and Problem Management Alignment
Align service operations with ISO 20000 for seamless incident resolution.
12 chapters in this module
  1. Defining incident categories
  2. Setting response SLAs
  3. Establishing escalation paths
  4. Documenting resolution steps
  5. Analysing root causes
  6. Implementing preventive measures
  7. Mapping to ISO 20000 clause 6
  8. Integrating with change control
  9. Reporting on trends
  10. Improving detection
  11. Testing response plans
  12. Post-mortem protocol
Module 12. Operational Handover Protocol
Transition ISO 20000 services to operations teams with full knowledge transfer.
12 chapters in this module
  1. Defining handover criteria
  2. Creating runbooks
  3. Training operations staff
  4. Validating handover readiness
  5. Mapping to ISO 20000 clause 7
  6. Documenting support processes
  7. Establishing monitoring
  8. Setting up reporting
  9. Defining escalation paths
  10. Maintaining compliance
  11. Updating documentation
  12. Post-handover review

How this maps to your situation

  • When leading a new ISO 20000 implementation
  • During audit preparation cycle
  • After merger or restructuring
  • When onboarding new vendors

Before vs. after

Before
Starting ISO 20000 projects from scratch, reinventing templates, facing long review cycles
After
Shipping complete ISO 20000 documentation in days, not weeks, with proven structure and stakeholder trust

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 3-4 hours per module, designed for experienced practitioners to complete at their own pace over 6-8 weeks.

How this compares to the alternatives

Unlike generic ISO 20000 training, this course delivers field-tested templates and decision logic used in government-sector engagements, tailored to senior engineers who need speed without sacrificing rigour.

Frequently asked

Is this course appropriate for someone with my level of experience?
Yes. It’s designed for senior practitioners who already understand ISO frameworks and need to move faster.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive templates I can reuse?
Yes. Every module includes downloadable, editable templates and real-world examples.
$199 one-time. Approximately 3-4 hours per module, designed for experienced practitioners to complete at their own pace 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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