A tailored course, built for your situation
Influence across more business lines with ISO 20000
A tailored course to expand your impact across global service delivery teams
$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.
Staying siloed despite proven delivery success
Who this is for
Senior Project Manager in global IT services, operating across client programs with responsibility for service delivery consistency
Who this is not for
Entry-level coordinators, auditors without delivery experience, or practitioners focused solely on internal IT support functions
What you walk away with
- Lead ISO 20000 adoption initiatives across multi-line engagements
- Standardize service delivery expectations using ISO 20000 clauses as common language
- Coordinate cross-functional leads using shared process maturity benchmarks
- Position yourself as the go-to integrator for service management alignment
- Deploy templated maturity assessments that scale across client programs
The 12 modules (with all 144 chapters)
Module 1. Mapping ISO 20000 to multi-client delivery models
Adapt core clauses to diverse client environments without diluting compliance integrity.
12 chapters in this module
- Scope alignment across sectors
- Clause mapping by service type
- Client-specific tailoring rules
- Governance boundaries definition
- Stakeholder input integration
- Risk-based prioritization
- Integration with PMO standards
- Change control thresholds
- Vendor coordination protocols
- Client approval workflows
- Documentation hierarchy setup
- Baseline audit readiness check
Module 2. Building cross-regional consensus on service levels
Use ISO 20000 as a neutral framework to align teams across time zones and cultures.
12 chapters in this module
- Regional variation analysis
- Common language development
- SLA harmonization tactics
- Time-zone-aware review cycles
- Cultural alignment markers
- Escalation protocol design
- Leadership rhythm alignment
- Feedback loop integration
- Performance metric unification
- Dispute resolution pathways
- Adjustment trigger definitions
- Version control practices
Module 3. Scaling service reporting across business units
Create unified dashboards that reflect ISO 20000 compliance without overloading teams.
12 chapters in this module
- Metric selection by maturity level
- Dashboard standardization rules
- Automated evidence collection
- Threshold alert configurations
- Executive summary templates
- Drill-down path design
- Cross-unit benchmarking
- Trend analysis frameworks
- Gap tracking protocols
- Remediation logging
- Audit trail integration
- Stakeholder access controls
Module 4. Integrating vendor management under ISO 20000
Extend your influence to third parties using contractual levers and audit rights.
12 chapters in this module
- Vendor clause mapping
- Compliance verification workflows
- Right-to-audit enforcement
- Subcontractor alignment
- Performance penalty frameworks
- Joint review meeting structure
- Evidence sharing protocols
- Security control overlap
- Transition planning
- Exit readiness checks
- Knowledge transfer standards
- Continuous improvement mandates
Module 5. Leading internal certification readiness cycles
Run ISO 20000 certification prep as a force multiplier across programs.
12 chapters in this module
- Gap assessment templates
- Internal auditor coordination
- Corrective action tracking
- Document control setup
- Process owner onboarding
- Training material development
- Mock audit execution
- Finding severity grading
- Remediation timeline setting
- Stakeholder readiness reviews
- Certification body prep
- Post-certification sustainment
Module 6. Driving service continuity planning
Implement ISO 20000 continuity requirements across geographically dispersed operations.
12 chapters in this module
- Critical service identification
- Recovery time objective setting
- Failover protocol design
- Regional backup validation
- Disaster scenario modeling
- Stakeholder communication plans
- Testing frequency rules
- Resource redundancy levels
- Escalation tree configuration
- Post-incident review process
- Regulatory reporting triggers
- Lessons learned integration
Module 7. Optimizing incident management across teams
Reduce resolution time using ISO 20000 workflows adapted to global delivery models.
12 chapters in this module
- Incident classification matrix
- Cross-team ownership rules
- Escalation path design
- Resolution SLA tracking
- Major incident protocol
- Root cause analysis standards
- Knowledge base integration
- Workaround documentation
- Customer communication templates
- Trend identification
- Preventative action linkage
- Continuous improvement loop
Module 8. Aligning change management across divisions
Use ISO 20000 to standardize change approval while maintaining operational agility.
12 chapters in this module
- Change categorization framework
- Approval threshold setting
- Emergency change protocols
- Cross-division coordination
- Impact assessment templates
- Backout planning
- Stakeholder notification
- Documentation requirements
- Post-implementation review
- Success metric definition
- Rollback criteria
- Audit readiness checks
Module 9. Embedding service level agreements
Turn ISO 20000 clauses into enforceable client commitments.
12 chapters in this module
- SLA drafting from controls
- KPI selection methodology
- Measurement frequency setup
- Reporting obligations
- Penalty enforcement rules
- Renewal negotiation inputs
- Performance review meetings
- Amendment processes
- Client acceptance workflows
- Dispute resolution paths
- Benchmarking against peers
- Market positioning arguments
Module 10. Managing knowledge across delivery teams
Ensure continuity and consistency using ISO 20000 knowledge transfer requirements.
12 chapters in this module
- Knowledge identification
- Classification scheme
- Storage location standards
- Access control rules
- Retention periods
- Transfer protocols
- Handover checklists
- Training integration
- Audit evidence collection
- Version control
- Decommissioning rules
- Lessons learned capture
Module 11. Maintaining configuration management
Track service components across environments using ISO 20000 CMDB principles.
12 chapters in this module
- CI identification
- Relationship mapping
- Ownership assignment
- Update frequency rules
- Audit validation
- Tool integration
- Decommissioning tracking
- Version history
- Access control
- Automated discovery
- Manual verification cycles
- Reporting outputs
Module 12. Sustaining improvement across the lifecycle
Build feedback loops that drive continuous service evolution.
12 chapters in this module
- Improvement opportunity identification
- Benefit estimation
- Prioritization framework
- Stakeholder alignment
- Implementation planning
- Resource allocation
- Success measurement
- Lessons documentation
- Spread to other services
- Client communication
- Vendor coordination
- Long-term tracking
How this maps to your situation
- When leading a multi-region service rollout
- Before client contract renewal discussions
- During internal audit preparation cycles
- After acquiring a new delivery responsibility
Before vs. after
Before
Delivering successfully within defined scope but not shaping broader service standards
After
Recognized as the integrator who aligns service delivery across lines of business using ISO 20000
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 completion within 8 weeks while working full-time.
If nothing changes
Remaining siloed despite strong delivery outcomes, missing opportunities to lead cross-functional initiatives
How this compares to the alternatives
Unlike generic ISO 20000 awareness training, this course is built for senior project managers who must apply the standard across complex, multi-client environments, not just pass an exam.
Frequently asked
Who is this course for?
Senior Project Managers and delivery leads in global services organizations who need to standardize practices across regions, clients, and lines of business.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this to client-facing programs?
Yes. Every module includes templates and examples tailored to multi-client service delivery environments.
$199 one-time. Approximately 3 hours per module, designed for completion within 8 weeks while working full-time..
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