A tailored course, built for your situation
Faster path from service intent to working ISO 20000 artefact
Turn strategic service design into compliant, auditable outputs in days, not weeks
$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.
Stalled ISO 20000 implementations due to slow artefact creation
The situation this course is for
Teams know the standard but lose momentum translating intent into documented, auditable controls. The delay costs credibility and capacity.
Who this is for
Senior service management practitioner driving ISO 20000 adoption in consulting or enterprise settings
Who this is not for
Entry-level auditors or those new to service management frameworks
What you walk away with
- Produce ISO 20000 service design outputs 65% faster than current cycle time
- Generate client-ready documentation packages in under five days
- Reduce rework by using pre-validated control templates
- Deploy a modular toolkit for repeatable ISO 20000 implementation
- Confidently lead ISO 20000 scoping sessions with pre-built examples
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 service design
Establish a clear baseline for service management scope, roles, and documentation hierarchy aligned with current client environments.
12 chapters in this module
- Define service scope
- Map process boundaries
- Assign service owner roles
- Document service catalog
- Align with SLA tiers
- Set version control
- Integrate change policy
- Baseline KPIs
- Link to incident process
- Define reporting cadence
- Establish review cycle
- Validate stakeholder input
Module 2. Accelerating control mapping
Use pre-built templates to map ISO 20000 requirements to client-specific workflows without starting from scratch.
12 chapters in this module
- Extract control clauses
- Tag control type
- Match to client process
- Customize control text
- Link to evidence type
- Assign responsibility
- Set frequency
- Flag integration points
- Add compliance notes
- Review with team
- Finalize control doc
- Archive version
Module 3. Building service level agreements
Create client-facing SLAs that meet ISO 20000 standards and withstand audit scrutiny with minimal revision.
12 chapters in this module
- Define SLA scope
- Classify service type
- Set availability targets
- Measure response time
- Define escalation path
- Include penalty clause
- Align with contract
- Add reporting format
- Set review date
- Obtain sign-off
- Publish internally
- Archive final version
Module 4. Documenting service delivery processes
Turn high-level intent into step-by-step operational procedures that satisfy ISO 20000 requirements.
12 chapters in this module
- Map process flow
- Identify inputs
- Define triggers
- Assign roles
- Set decision points
- Add approvals
- Include exceptions
- Link to tools
- Set metrics
- Define handoffs
- Add version control
- Finalize process doc
Module 5. Streamlining incident management
Implement ISO 20000-compliant incident workflows that reduce resolution time and increase audit readiness.
12 chapters in this module
- Classify incident type
- Set priority rules
- Define response window
- Assign resolver group
- Log communication
- Track resolution steps
- Add root cause field
- Set closure criteria
- Generate reports
- Review with team
- Update knowledge base
- Archive record
Module 6. Optimizing change management
Deploy a standardized change process that supports ISO 20000 compliance while enabling speed.
12 chapters in this module
- Classify change type
- Set approval path
- Define risk level
- Assign CAB members
- Document impact
- Link to backout plan
- Add implementation window
- Track rollout
- Record success
- Review post-mortem
- Update procedure
- Archive change record
Module 7. Creating configuration management databases
Build CMDBs that meet ISO 20000 standards and integrate with client monitoring tools.
12 chapters in this module
- Define CI types
- Set naming convention
- Map relationships
- Assign owner
- Set update frequency
- Link to change
- Add discovery method
- Validate accuracy
- Run audit
- Fix inconsistencies
- Document process
- Archive snapshot
Module 8. Generating audit-ready reports
Produce ISO 20000-compliant reports that anticipate reviewer questions and reduce follow-up requests.
12 chapters in this module
- Select report type
- Define audience
- List required fields
- Set frequency
- Pull data source
- Format output
- Add commentary
- Link to controls
- Review for compliance
- Submit for sign-off
- Distribute internally
- Archive version
Module 9. Preparing for surveillance audits
Use checklists and sample sets to ensure audit readiness without last-minute scrambles.
12 chapters in this module
- Schedule audit date
- Assign internal lead
- Review scope
- Pull sample set
- Verify documentation
- Conduct mock audit
- Address gaps
- Confirm retention
- Brief team
- Submit evidence
- Track findings
- Close loop
Module 10. Scaling service improvement plans
Turn audit feedback into actionable service improvements that strengthen client trust.
12 chapters in this module
- Review findings
- Prioritize actions
- Assign ownership
- Set deadlines
- Define success
- Link to process
- Track progress
- Update documentation
- Verify closure
- Report to client
- Archive plan
- Plan next cycle
Module 11. Integrating third-party services
Extend ISO 20000 compliance to vendor-managed services with clear oversight mechanisms.
12 chapters in this module
- Identify vendor scope
- Set SLA terms
- Define reporting
- Assign accountability
- Conduct assessments
- Review security
- Monitor performance
- Track incidents
- Audit compliance
- Renew contracts
- Update integration
- Archive review
Module 12. Sustaining service management systems
Implement routines that maintain ISO 20000 compliance without constant oversight.
12 chapters in this module
- Set review cadence
- Assign steward
- Update documentation
- Train new staff
- Run drills
- Measure KPIs
- Report to leadership
- Adjust thresholds
- Refresh training
- Update tooling
- Verify integration
- Close cycle
How this maps to your situation
- Scoping a new ISO 20000 engagement
- Facing tight audit deadline
- Onboarding a client with legacy systems
- Leading internal upskilling initiative
Before vs. after
Before
Starting from scratch on each ISO 20000 project, with inconsistent outputs and recurring rework.
After
Deploying a proven system to generate compliant, client-ready service management artefacts faster and at scale.
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 rebuild the wheel for every engagement risks missing strategic windows and ceding influence to faster-moving peers.
How this compares to the alternatives
Unlike generic ISO 20000 training, this course delivers a production-ready toolkit tailored to consulting practitioners, focusing on speed, repeatability, and client impact.
Frequently asked
Who is this course for?
Senior consultants and service management leads driving ISO 20000 adoption in client engagements.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this to non-IT services?
Yes, the framework works for any service with defined processes and measurable outcomes.
$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