A tailored course, built for your situation
Faster path from ISO 20000 policy intent to working service artefact
Turn compliance frameworks into operational 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.
Spending too long turning ISO 20000 requirements into usable service artefacts?
The situation this course is for
Most teams treat ISO 20000 as a backward-looking audit burden. That leads to rework, stakeholder misalignment, and delayed service launches. The cost isn't just time, it's credibility when promises don't land.
Who this is for
Senior service and solution architects in global systems integrators who own end-to-end service delivery with ISO 20000 compliance requirements
Who this is not for
Entry-level auditors, practitioners not working with ISO 20000 frameworks, or those seeking certification prep only
What you walk away with
- Produce service design artefacts directly traceable to ISO 20000 controls
- Cut stakeholder alignment cycles by applying proven scoping logic
- Deploy reusable templates for service level agreements and incident workflows
- Move from policy draft to approved control mapping in under 10 days
- Anticipate auditor expectations with source-backed documentation patterns
The 12 modules (with all 144 chapters)
Module 1. From framework to first deliverable
Start with the end in mind: map ISO 20000 clauses to immediate service artefacts. Define what 'done' looks like for each control to eliminate ambiguity early.
12 chapters in this module
- Clause to artefact mapping
- Identify lead indicators
- Define service boundary
- Map roles to controls
- First draft decision log
- Stakeholder touchpoints
- Audit trail design
- Version control setup
- Evidence checklist
- Cycle time baseline
- Risk register start
- Accelerator toolkit intro
Module 2. Scope the right controls
Avoid overkill. Use exclusion justification patterns and service context to limit scope to what’s operationally material.
12 chapters in this module
- Control exclusion logic
- Service criticality tier
- Jurisdictional triggers
- Client contract clauses
- Past audit findings
- Exemption documentation
- Third-party reliance
- Cloud boundary rules
- Outsourced process tags
- Automated compliance path
- Evidence substitution
- Sign-off trail
Module 3. Design service level agreements
Build SLAs that satisfy ISO 20000 while aligning with business outcomes. Move beyond uptime to value-based service metrics.
12 chapters in this module
- Uptime to value mapping
- Response time bands
- Escalation paths
- Customer impact scoring
- Service credit logic
- Notification workflows
- Review cadence
- KPI threshold setting
- Service pause protocol
- Change window rules
- Backout criteria
- Performance trend tracking
Module 4. Incident management workflow
Design incident processes that meet ISO 20000 requirements and reduce mean time to resolve.
12 chapters in this module
- Event classification
- Priority matrix
- Auto-assignment logic
- Root cause taxonomy
- Post-mortem template
- Communication plan
- Vendor escalation
- Status update rules
- Closure criteria
- Learning loop design
- Drift detection
- Audit-ready logging
Module 5. Change control design
Implement change management that prevents outages while avoiding bureaucratic drag.
12 chapters in this module
- Change type taxonomy
- Emergency path
- Peer review levels
- Automated rollback
- Backout criteria
- CAB attendance rules
- Post-change review
- Success metrics
- Change freeze calendar
- Documentation trail
- Compliance check integration
- Audit sampling method
Module 6. Configuration management database
Build CMDB practices that support ISO 20000 without over-engineering. Focus on service-critical CIs.
12 chapters in this module
- CI criticality filter
- Relationship mapping
- Ownership assignment
- Sync frequency
- Source of record
- Discovery tool integration
- Change impact rules
- Decommission protocol
- Version history
- Access control
- Audit trail
- Drift alerting
Module 7. Service continuity design
Develop business continuity plans that meet ISO 20000 without over-documenting low-risk services.
12 chapters in this module
- Service criticality model
- Recovery time tiers
- Backup location rules
- Failover testing
- Customer comms plan
- Vendor dependency map
- RTO validation
- Escalation tree
- Resource checklist
- Simulation frequency
- Post-test review
- Regulatory triggers
Module 8. Supplier management framework
Enforce ISO 20000 requirements across third parties with precision and minimal friction.
12 chapters in this module
- Vendor risk tiering
- Contract clause library
- Performance review rhythm
- Compliance audit right
- Subcontractor rules
- Penalty enforcement
- Escalation path
- Onboarding checklist
- Exit protocol
- Data handover
- Knowledge transfer
- Reference architecture
Module 9. Internal audit preparation
Shift from audit readiness to audit confidence. Build evidence that anticipates reviewer questions.
12 chapters in this module
- Sampling method design
- Evidence trail structure
- Non-conformance log
- Corrective action workflow
- Cross-reference index
- Policy version control
- Training record upkeep
- Evidence automation
- Audit simulation
- Interview prep
- Follow-up cycle
- Trend analysis
Module 10. Stakeholder alignment
Reduce rework by aligning teams early on what ISO 20000 means for delivery rhythm and communication.
12 chapters in this module
- Pain point mapping
- Decision rights clarification
- Communication rhythm
- Feedback loop design
- Escalation protocol
- Change impact flag
- Role-based dashboards
- Expectation setting
- Conflict resolution
- Progress visibility
- Value messaging
- Engagement tracking
Module 11. Template library deployment
Deploy battle-tested templates for policies, registers, and reports that accelerate delivery.
12 chapters in this module
- Policy template
- Risk register
- Incident log
- Change log
- Service catalogue
- SLA template
- Continuity plan
- Audit checklist
- Training record
- Compliance matrix
- Evidence tracker
- Stakeholder map
Module 12. Implementation playbook
Apply the full method on a real engagement with step-by-step guidance and milestone tracking.
12 chapters in this module
- Kickoff checklist
- Week 1 deliverables
- Stakeholder sync
- Control mapping
- Template population
- Review cycle
- Evidence collection
- Gap closure
- Final sign-off
- Post-implementation review
- Lessons captured
- Next engagement prep
How this maps to your situation
- Designing a new service under ISO 20000
- Responding to an audit finding
- Onboarding a new client with compliance needs
- Reducing time to deliver compliant service
Before vs. after
Before
Launching ISO 20000 efforts that stall in alignment loops, rework, and unclear audit trails.
After
Rapidly producing compliant, production-ready service artefacts with stakeholder buy-in and audit confidence.
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
Continuing to treat ISO 20000 as a separate compliance phase risks delayed launches, costly rework, and missed opportunities to differentiate on delivery speed.
How this compares to the alternatives
Unlike generic ISO 20000 certification prep or high-level governance courses, this program focuses specifically on accelerating the path from policy to artefact , with templates and logic designed for senior practitioners in delivery organizations.
Frequently asked
Is this course focused on certification exam prep?
No. This course is designed for practitioners who need to deliver compliant service outcomes, not pass a test. The focus is on artefacts, decisions, and speed.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive templates I can use immediately?
Yes. Every module includes downloadable, production-tested templates and worked examples tailored to ISO 20000 service delivery.
$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