A tailored course, built for your situation
Faster path from service policy intent to working ISO 20000 artefact
Turn compliance mandates into shipped frameworks 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 policy into practice
The situation this course is for
The gap between drafting a service policy and having a working, documented framework causes delays in audits and client delivery. Teams revert to rework when mappings aren't aligned early, and stakeholder feedback loops slow momentum.
Who this is for
Change Manager implementing ISO 20000 in consulting or service delivery environments
Who this is not for
Individuals seeking certification prep or introductory ISO 20000 concepts
What you walk away with
- Complete service requirement mappings in half the review time
- First internal team to ship a working Statement of Applicability
- Repeatable templates that compound across engagements
- Direct alignment between control intent and documented evidence
- Confidence to fast-track inputs when audit timelines compress
The 12 modules (with all 144 chapters)
Module 1. Define scope with precision
Establish clear boundaries for ISO 20000 implementation by identifying in-scope services, processes, and organizational units. Avoid overreach and eliminate ambiguity early.
12 chapters in this module
- Service inventory mapping
- In-scope process identification
- Exclusion justification framework
- Stakeholder alignment checklist
- Scope sign-off workflow
- Boundary documentation template
- Client-specific tailoring guide
- Regulatory overlap analysis
- Process exclusion rationale
- Change freeze planning
- Version control for scope
- Audit trail setup
Module 2. Map mandatory controls
Translate ISO 20000 clauses into actionable control statements with direct links to service delivery activities. Ensure no requirement is missed or misinterpreted.
12 chapters in this module
- Clause-to-control breakdown
- Control ownership assignment
- Evidence type specification
- Control implementation status
- Cross-reference matrix
- Compliance confidence scoring
- Control gap flagging
- Automated checklist generation
- Control update workflow
- Client-specific control notes
- Control review cadence
- Audit question alignment
Module 3. Design service reporting
Build performance dashboards that satisfy ISO 20000 monitoring requirements while delivering actionable insights to service leadership.
12 chapters in this module
- KPI selection framework
- Incident resolution tracking
- Service level achievement
- Reporting frequency rules
- Dashboard layout standards
- Data source validation
- Automated alert triggers
- Management review integration
- Trend analysis setup
- Client reporting alignment
- Continuous improvement log
- Audit-ready output formatting
Module 4. Document change control
Establish a repeatable, auditable process for managing service changes that meets ISO 20000 requirements without slowing delivery velocity.
12 chapters in this module
- Change request intake
- Risk assessment protocol
- Approval authority matrix
- Backout planning
- Change calendar coordination
- Emergency change rules
- Post-implementation review
- Change record completeness
- Configuration item linking
- Automated change logging
- Stakeholder notification
- Audit trail verification
Module 5. Implement incident management
Deploy an incident response framework that ensures service continuity and meets ISO 20000 response time obligations.
12 chapters in this module
- Incident classification
- Severity level definitions
- Response time SLAs
- Escalation path design
- Major incident protocol
- Root cause documentation
- Resolution evidence
- Customer communication
- Incident review meetings
- Trend identification
- Knowledge base integration
- Audit preparation
Module 6. Build service continuity plans
Develop resilient service frameworks that maintain availability during disruptions, fulfilling ISO 20000 availability requirements.
12 chapters in this module
- Critical service identification
- Recovery time objectives
- Backup procedure validation
- Failover testing schedule
- Disaster recovery coordination
- Resource redundancy planning
- Third-party dependency mapping
- Recovery scenario testing
- Communication tree setup
- Plan maintenance cycle
- Client notification protocol
- Audit demonstration
Module 7. Establish supplier management
Define clear oversight mechanisms for third-party service providers within ISO 20000 compliance scope.
12 chapters in this module
- Supplier onboarding checklist
- Contractual compliance terms
- Performance monitoring
- Audit rights negotiation
- Risk assessment frequency
- Issue escalation process
- Service credit enforcement
- Compliance documentation request
- Supplier review meetings
- SLA deviation handling
- Transition planning
- Exit strategy
Module 8. Implement configuration management
Create and maintain an accurate configuration management database that supports ISO 20000 control validation.
12 chapters in this module
- CI identification
- Attribute specification
- Relationship mapping
- Ownership assignment
- Update workflow
- Automated discovery
- Version control
- Baseline creation
- Audit reconciliation
- Reporting integration
- Access control
- Reconciliation frequency
Module 9. Develop problem management
Shift from reactive incident handling to proactive problem resolution in line with ISO 20000 standards.
12 chapters in this module
- Problem identification
- Trend analysis
- Root cause analysis
- Known error database
- Workaround documentation
- Permanent fix tracking
- Change coordination
- Effectiveness review
- Knowledge transfer
- Client communication
- Audit trail maintenance
- Continuous improvement
Module 10. Validate service level agreements
Ensure SLAs are measurable, achievable, and properly documented to meet ISO 20000 compliance.
12 chapters in this module
- SLA drafting
- Metric definition
- Measurement methodology
- Reporting mechanism
- Review frequency
- Performance trend analysis
- Non-compliance handling
- Client negotiation support
- Amendment process
- Audit evidence collection
- Escalation pathway
- Continuous improvement
Module 11. Prepare audit evidence
Compile a complete, organized set of artefacts ready for ISO 20000 compliance audits.
12 chapters in this module
- Evidence inventory
- Document retention rules
- Version control policy
- Access control logs
- Change history
- Review meeting minutes
- Training records
- Incident reports
- Audit trail
- Compliance statements
- Gap remediation logs
- Final audit pack
Module 12. Drive continuous improvement
Embed feedback loops that ensure ISO 20000 compliance evolves with service needs.
12 chapters in this module
- Improvement identification
- Feedback integration
- Change prioritization
- Implementation tracking
- Impact assessment
- Stakeholder review
- Process update workflow
- Documentation update
- Training refresh
- Adoption monitoring
- Effectiveness review
- Audit demonstration
How this maps to your situation
- Starting a new ISO 20000 implementation
- Improving an existing ISO 20000 framework
- Supporting client ISO 20000 audits
- Scaling service management practices
Before vs. after
Before
Initiating ISO 20000 frameworks takes weeks of back-and-forth, with inconsistent outputs and repeated rework.
After
You ship a complete, audit-ready ISO 20000 Statement of Applicability in under 10 days, with confidence the first 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 45 minutes per week over eight weeks to complete core modules and build a working implementation artefact.
If nothing changes
Without faster implementation cycles, teams fall behind on audit readiness and lose credibility on transformation projects.
How this compares to the alternatives
Unlike generic ISO 20000 training, this course focuses on accelerating delivery, not just understanding. Most courses teach what ISO 20000 is; this one teaches how to get it done faster.
Frequently asked
What specific artefact will I produce?
You'll build a complete, auditable Statement of Applicability aligned to ISO 20000 requirements, ready for internal or client review.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is this course focused on certification?
No. This course is about accelerating implementation, not exam prep. It's for practitioners who need to deliver faster.
$199 one-time. Approximately 45 minutes per week over eight weeks to complete core modules and build a working implementation artefact..
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