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Faster path from service intent to completed ISO 20000 deliverable

$199.00
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A tailored course, built for your situation

Faster path from service intent to completed ISO 20000 deliverable

Turn service management mandates into validated outputs in half the 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.
Reducing cycle time between service design and audit-ready documentation

Who this is for

Senior delivery practitioner leading service management initiatives with accountability for ISO 20000 compliance timelines

Who this is not for

Individuals seeking awareness-level overview or introductory concepts in service management

What you walk away with

  • Produce audit-ready ISO 20000 documentation in half the review time
  • Eliminate rework loops between design, implementation, and review phases
  • Deploy decision-specific templates for incident, problem, change, and service level management
  • Own the full documentation lifecycle from initial scoping to final validation
  • Demonstrate measurable velocity gains on repeatable compliance deliverables

The 12 modules (with all 144 chapters)

Module 1. Scoping service management requirements
Define the boundaries, inclusions, and exclusions for ISO 20000 compliance with precision to avoid scope creep and misalignment.
12 chapters in this module
  1. Identify applicable service boundaries
  2. Map stakeholder compliance expectations
  3. Define in-scope services and processes
  4. Exclude non-compliant legacy elements
  5. Document scope rationale clearly
  6. Validate scope with internal reviewers
  7. Anticipate scope challenge points
  8. Link scope to business service catalog
  9. Use predefined scope templates
  10. Accelerate sign-off with executive summary
  11. Version control the scope statement
  12. Archive scope decision trail
Module 2. Designing service management policy
Create enforceable, audit-ready policy documents that align with ISO 20000 requirements and internal governance standards.
12 chapters in this module
  1. Structure policy hierarchy correctly
  2. Define policy ownership and review cycle
  3. Incorporate regulatory references
  4. Align with existing IT frameworks
  5. Write policy with audit clarity
  6. Embed exception handling clauses
  7. Reference control mapping directly
  8. Use active voice and clarity
  9. Version policy with change log
  10. Link policy to process documentation
  11. Secure preliminary approvals
  12. Archive policy issuance record
Module 3. Incident management process mapping
Build compliant incident response workflows that meet ISO 20000 requirements and support real-world operations.
12 chapters in this module
  1. Define incident classification tiers
  2. Set response and resolution targets
  3. Map notification escalation paths
  4. Integrate with monitoring tools
  5. Document incident closure criteria
  6. Include workaround documentation
  7. Link to knowledge base structure
  8. Standardize incident logging format
  9. Create audit trail requirements
  10. Validate with operations team
  11. Test incident workflow paths
  12. Certify incident process output
Module 4. Problem management framework design
Establish root cause analysis and recurrence prevention processes that satisfy ISO 20000 audit demands.
12 chapters in this module
  1. Define problem vs incident distinction
  2. Set problem identification triggers
  3. Structure root cause investigation
  4. Assign problem ownership
  5. Link to known error database
  6. Document recurrence prevention
  7. Set problem review frequency
  8. Integrate with change management
  9. Track problem resolution metrics
  10. Validate with post-incident review
  11. Archive problem resolution record
  12. Certify problem process output
Module 5. Change management workflow setup
Implement a change advisory process that ensures control without slowing delivery velocity.
12 chapters in this module
  1. Classify change types correctly
  2. Define approval authority levels
  3. Set emergency change protocols
  4. Integrate CAB scheduling
  5. Document change risk assessment
  6. Link to release management
  7. Track change success metrics
  8. Review change backlog weekly
  9. Standardize change request form
  10. Archive change decision rationale
  11. Validate change process output
  12. Certify change process compliance
Module 6. Service level agreement drafting
Create measurable, enforceable SLAs that align with business expectations and ISO 20000 requirements.
12 chapters in this module
  1. Identify service level metrics
  2. Set realistic performance targets
  3. Define reporting frequency
  4. Include penalty and credit clauses
  5. Align with customer business hours
  6. Document escalation paths
  7. Review with legal team
  8. Obtain customer sign-off
  9. Version control SLA updates
  10. Link to monitoring systems
  11. Audit SLA compliance monthly
  12. Archive signed SLA records
Module 7. Configuration management database setup
Build a CMDB that supports asset tracking, change control, and audit readiness under ISO 20000.
12 chapters in this module
  1. Define configuration items
  2. Set CI ownership responsibilities
  3. Link CIs to service dependencies
  4. Integrate with discovery tools
  5. Document CI lifecycle stages
  6. Define relationship types
  7. Set update frequency rules
  8. Validate CMDB accuracy
  9. Audit CI completeness quarterly
  10. Link to incident and change
  11. Archive CMDB schema version
  12. Certify CMDB compliance
Module 8. Release and deployment planning
Design deployment workflows that ensure stability while enabling continuous service improvement.
12 chapters in this module
  1. Define release types
  2. Map release schedule
  3. Set backout procedures
  4. Integrate with change process
  5. Define testing requirements
  6. Assign release roles
  7. Document release checklist
  8. Track release success rate
  9. Review post-release performance
  10. Update release playbook
  11. Archive release documentation
  12. Certify release process
Module 9. Service continuity planning
Develop resilient service strategies that meet ISO 20000 availability and recovery requirements.
12 chapters in this module
  1. Identify critical services
  2. Define RTO and RPO values
  3. Map recovery locations
  4. Set testing frequency
  5. Document failover procedures
  6. Integrate with BCP
  7. Review with operations team
  8. Conduct parallel test
  9. Update plan post-test
  10. Archive test results
  11. Certify continuity plan
  12. Link to risk register
Module 10. Performance reporting design
Create reports that track service delivery against ISO 20000 metrics and executive expectations.
12 chapters in this module
  1. Define KPIs and metrics
  2. Set reporting frequency
  3. Choose visualization format
  4. Integrate data sources
  5. Automate report generation
  6. Review with stakeholders
  7. Include trend analysis
  8. Highlight improvement areas
  9. Archive report versions
  10. Validate report accuracy
  11. Certify reporting process
  12. Update based on feedback
Module 11. Internal audit preparation
Prepare for ISO 20000 audit with complete documentation, stakeholder alignment, and gap remediation.
12 chapters in this module
  1. Schedule internal audit
  2. Assign audit roles
  3. Develop audit checklist
  4. Review documentation completeness
  5. Conduct pre-audit walkthrough
  6. Address findings rapidly
  7. Document corrective actions
  8. Verify closure of gaps
  9. Archive audit plan
  10. Certify audit readiness
  11. Link to external audit
  12. Update based on results
Module 12. Continuous service improvement
Implement feedback loops and improvement initiatives that sustain ISO 20000 compliance over time.
12 chapters in this module
  1. Collect service feedback
  2. Analyze performance data
  3. Prioritize improvement areas
  4. Define CSI initiatives
  5. Assign ownership and timeline
  6. Track initiative progress
  7. Measure impact of changes
  8. Review with management
  9. Update service strategy
  10. Archive CSI records
  11. Certify improvement cycle
  12. Sustain momentum

How this maps to your situation

  • New ISO 20000 implementation
  • Upcoming external audit cycle
  • Service delivery process redesign
  • Client-facing compliance commitment

Before vs. after

Before
Manual documentation assembly, inconsistent templates, recurring review cycles, delayed sign-off
After
Rapid generation of compliant ISO 20000 artefacts, first-time approval, reduced review burden

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 week over 4 weeks to complete all modules and apply templates to current work

If nothing changes
Continued delays in delivering audit-ready service management documentation, leading to extended project timelines and reduced delivery credibility

How this compares to the alternatives

Unlike generic ISO 20000 overviews, this course delivers field-tested templates and decision-specific workflows used in live the firm client engagements to accelerate compliance deliverables.

Frequently asked

How is this different from free ISO 20000 training online?
This course provides implementation-grade templates and field-tested workflows used in actual client delivery, not just theory.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this to current client projects?
Yes, each module includes downloadable templates designed to integrate directly into ongoing service delivery work.
$199 one-time. Approximately 3 hours per week over 4 weeks to complete all modules and apply templates to current work.

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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