A tailored course, built for your situation
Faster path from service intent to ISO 20000-certified output
Deliver compliant service frameworks faster without rework
$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 weeks refining service documentation only to revert or restart
The situation this course is for
High-performing SMEs like you are expected to deliver ISO 20000 compliance fast, but still waste cycles on remapping controls, rewriting policy drafts, or chasing sign-offs due to inconsistent artefacts.
Who this is for
Senior service management practitioner leading ISO 20000 implementation within a global systems integrator
Who this is not for
Junior consultants needing foundational ITIL training or those not involved in formal service certification cycles
What you walk away with
- Proven templates for service level agreements that pass internal review on first submission
- Pre-mapped control logic for ISO 20000 clauses to cut drafting time in half
- Reusable decision trees for incident, change, and configuration management workflows
- Audit-ready documentation sets built in parallel with design
- Faster stakeholder alignment using standardized narrative builders
The 12 modules (with all 144 chapters)
Module 1. Starting with the end in mind
Define what 'certified output' means across governance, audit, and operational review cycles to align stakeholders from day one.
12 chapters in this module
- What ISO 20000 certification actually requires
- Mapping the lifecycle of a compliant artefact
- Identifying review gates early
- Setting velocity benchmarks
- Defining 'done' across teams
- Common pitfalls in handoffs
- How top performers structure first drafts
- Aligning scope with audit criteria
- Stakeholder sign-off triggers
- Avoiding late-stage changes
- Building version control into design
- Linking documentation to evidence
Module 2. Service policy design with embedded compliance
Design service policies that meet ISO 20000 requirements without extra validation cycles.
12 chapters in this module
- Clause 4 context of organization
- Clause 5 leadership commitment
- Clause 6 planning for risks
- Clause 7 support and resources
- Clause 8 operation controls
- Clause 9 performance review
- Clause 10 improvement planning
- Control-by-control alignment
- Narrative formatting for reviewers
- Cross-referencing across sections
- Automating completeness checks
- Versioning for audit trail
Module 3. Building service level agreements
Create SLAs that satisfy internal reviewers and external assessors on first submission.
12 chapters in this module
- Defining measurable service criteria
- Setting response time bands
- Establishing ownership chains
- Integrating escalation paths
- Linking to incident workflows
- Avoiding ambiguous language
- Benchmarking realistic targets
- Using historical data
- Defining breach protocols
- Formatting for clarity
- Review approval checklist
- Template reuse strategy
Module 4. Incident management workflows
Design workflows that meet ISO 20000 requirements and survive auditor scrutiny.
12 chapters in this module
- Event classification tiers
- Assignment rules by category
- Automated routing logic
- Escalation thresholds
- Major incident protocols
- Post-mortem documentation
- Root cause analysis format
- Resolution time benchmarks
- Integration with CMDB
- Reporting frequency standards
- Continuous improvement loop
- Audit evidence packaging
Module 5. Change management that scales
Structure change advisory boards and workflows to keep pace with fast-moving environments.
12 chapters in this module
- Types of change classification
- Standard vs. emergency changes
- CAB membership models
- Pre-approval pathways
- Risk scoring framework
- Implementation tracking
- Backout planning
- Communication templates
- Post-change review format
- Metrics for success
- Automating compliance checks
- Documentation by change tier
Module 6. Configuration management done once
Build a CMDB structure that supports multiple audits and frameworks without remapping.
12 chapters in this module
- CI identification criteria
- Relationship mapping rules
- Ownership assignment
- Lifecycle state tracking
- Sync with discovery tools
- Audit readiness features
- Version control for CIs
- Reporting dashboards
- Integration with change
- Automated reconciliation
- Compliance validation
- Sustaining data accuracy
Module 7. Service continuity planning
Develop disaster recovery and resilience plans that pass ISO 20000 scrutiny.
12 chapters in this module
- Business impact analysis
- RTO RPO definitions
- Recovery site strategy
- Test frequency standards
- Documentation structure
- Stakeholder notification
- Escalation protocols
- Third-party dependencies
- Call tree design
- Scenario planning
- Audit trail for tests
- Continuous improvement
Module 8. Problem management that prevents
Shift from reactive fixes to proactive prevention with structured analysis.
12 chapters in this module
- Problem vs incident distinction
- Root cause analysis methods
- Trend identification
- Permanent fix tracking
- Workaround documentation
- Knowledge base integration
- Escalation to design teams
- KPIs for prevention
- Reporting to CAB
- Linking to change control
- Audit evidence collection
- Sustaining improvements
Module 9. Supplier management with teeth
Enforce contractual compliance and performance across third-party providers.
12 chapters in this module
- Supplier classification
- SLA enforcement mechanisms
- Performance monitoring
- Penalty triggers
- Review meeting structure
- Risk assessment framework
- Contract alignment
- Onboarding checklists
- Exit planning
- Audit rights definition
- Evidence collection
- Continuous oversight
Module 10. Internal audit preparation
Produce audit-ready documentation sets that withstand deep review.
12 chapters in this module
- Audit scope definition
- Evidence requirements
- Sampling methodology
- Interview prep materials
- Gap analysis process
- Remediation tracking
- Management review minutes
- Corrective action plans
- Non-conformance handling
- Compliance matrices
- Document retention rules
- Reporting structure
Module 11. Continuous improvement engine
Turn feedback and metrics into structured upgrades without disruption.
12 chapters in this module
- Identifying improvement areas
- KPI baseline setting
- Trend analysis
- Stakeholder input channels
- Prioritization framework
- Action planning
- Implementation tracking
- Results measurement
- Reporting to leadership
- Integration with change
- Audit visibility
- Sustaining momentum
Module 12. Certification package assembly
Compile a complete, defensible ISO 20000 submission package in days not weeks.
12 chapters in this module
- Checklist for certification
- Document packaging format
- Evidence indexing
- Review board prep
- Common auditor questions
- Response playbook
- Gap remediation path
- Timeline for submission
- Post-assessment follow-up
- Certification maintenance
- Re-audit preparation
- Scaling to other frameworks
How this maps to your situation
- When starting a new ISO 20000 engagement
- While redesigning service operations
- Ahead of internal audit cycles
- During client onboarding with compliance requirements
Before vs. after
Before
Starting each ISO 20000 project from scratch, reinventing templates and remapping controls
After
Deploying proven artefacts and decision logic to produce audit-ready outputs in half the time
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 real-world application alongside active projects.
If nothing changes
Continuing to rebuild the same components across engagements while peers compound efficiency gains through reuse
How this compares to the alternatives
Unlike generic ISO 20000 overviews or ITIL certifications, this course delivers structured, reusable artefacts specifically designed to shorten the path from policy to certified output , tailored for senior practitioners already in the field.
Frequently asked
Who is this course for?
Senior service management practitioners leading ISO 20000 implementation in consulting or enterprise environments.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help with actual certification?
Yes, every module builds toward a complete, audit-ready ISO 20000 submission package.
$199 one-time. Approximately 3 hours per module, designed for real-world application alongside active projects..
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