A tailored course, built for your situation
Direct Influence on IT Service Decisions with ISO 20000
Shape vendor selections, service workflows, and framework adoption from within your project leadership role
$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.
Who this is for
Senior Project Manager in IT services delivery, influencing compliance-adjacent workflows without formal authority over frameworks
Who this is not for
Entry-level coordinators, auditors focused solely on checklists, or practitioners without active project oversight
What you walk away with
- Lead vendor onboarding tracks with confidence in ISO 20000 alignment
- Anticipate and shape service transition decisions before they reach escalation
- Position project documentation as the source of truth for service reviews
- Navigate cross-functional handoffs with a standard-backed decision framework
- Drive consistency in client deliverables by applying ISO 20000 as a project blueprint
The 12 modules (with all 144 chapters)
Module 1. Why ISO 20000 Now Matters in Project Leadership
Explore how service standardisation is shifting from back-office function to project delivery advantage, and where project managers gain leverage.
12 chapters in this module
- Project role in service lifecycle
- Where standards meet delivery
- Client-facing compliance signals
- Service consistency as a differentiator
- Vendor alignment expectations
- Audit readiness in planning
- Stakeholder escalation triggers
- Process ownership without authority
- Frameworks as negotiation tools
- Client maturity benchmarks
- Service transition pain points
- Early influence opportunities
Module 2. Mapping ISO 20000 to Project Delivery Phases
Align ISO 20000 clauses to initiation, planning, execution, and closure stages with tangible handoffs.
12 chapters in this module
- Initiation and service policy
- Scope definition alignment
- Stakeholder register design
- Service catalogue integration
- Design coordination points
- Transition planning inputs
- Release workflow mapping
- Change control triggers
- Incident linkage points
- Problem resolution timing
- Configuration baseline setting
- Knowledge transfer steps
Module 3. Service Level Agreements That Stick
Design SLAs that survive client review and internal handoff with ISO 20000-backed reasoning.
12 chapters in this module
- SLA vs OLAs distinction
- Client expectation anchoring
- Response time benchmarks
- Resolution window design
- Escalation path clarity
- Performance reporting rhythm
- Penalty clause negotiation
- Review cycle structure
- Service credit logic
- Uptime definitions
- Dependency transparency
- SLM meeting preparation
Module 4. Leading Vendor Integration with Framework Confidence
Drive onboarding and performance management of third parties using ISO 20000 as a shared language.
12 chapters in this module
- Pre-contract alignment check
- Vendor capability assessment
- Statement of Applicability input
- Control ownership mapping
- Onboarding milestone tracking
- Performance dashboard design
- Audit trail expectations
- Right to access negotiation
- Subcontractor oversight
- Security interface points
- Incident coordination rules
- Exit planning integration
Module 5. Documenting for Audit and Clarity
Produce project artefacts that satisfy compliance reviewers and accelerate future delivery.
12 chapters in this module
- Document hierarchy design
- Retention period setting
- Access control documentation
- Version control standards
- Approval workflow mapping
- Review cycle reminders
- Change tracking format
- Storage location logging
- Encryption requirements
- Backup validation notes
- Disaster recovery links
- Decommissioning records
Module 6. Driving Incident and Problem Management in Projects
Integrate service operations into project planning to reduce post-launch surprises.
12 chapters in this module
- Incident response timing
- Severity classification rules
- Communication tree setup
- Major incident criteria
- Post-mortem facilitation
- Root cause documentation
- Workaround validation
- Permanent fix tracking
- Problem record linkage
- Trend analysis inputs
- Known error database use
- Preventive action planning
Module 7. Change Enablement in Complex Environments
Lead change coordination with ISO 20000-backed structure without slowing delivery.
12 chapters in this module
- Change types classification
- Standard change criteria
- Emergency change workflow
- Change advisory board role
- Risk assessment input
- Implementation window rules
- Backout plan documentation
- Post-implementation review
- Change success metrics
- User impact assessment
- Rollback testing
- Stakeholder sign-off design
Module 8. Configuration and Asset Management Integration
Ensure project outputs feed accurate data into ongoing service management.
12 chapters in this module
- CI identification rules
- Relationship mapping
- Baseline creation workflow
- Audit frequency setting
- Asset lifecycle tracking
- Ownership assignment
- License compliance checks
- Deprecation planning
- Discovery tool input
- Manual update process
- Accuracy validation
- Reporting integration
Module 9. Building Service Continuity into Project Design
Embed resilience planning into scope and execution without over-engineering.
12 chapters in this module
- Critical service identification
- Impact scenario modelling
- Recovery time objectives
- Workaround feasibility
- Resource duplication needs
- Third-party dependencies
- Testing frequency design
- Communication plan
- Escalation triggers
- Alternate site readiness
- Data replication rules
- Post-disruption review
Module 10. Supplier Management from a Project Lens
Manage supplier contracts and performance with ISO 20000 discipline.
12 chapters in this module
- Contract scope clarity
- Performance metrics setting
- Review meeting rhythm
- Remediation process
- Renewal preparation
- Benchmarking data use
- Market comparison
- Exit strategy planning
- Transition risk assessment
- Knowledge retention
- Data ownership terms
- Liability clause review
Module 11. Continuous Improvement Through Project Feedback
Use project retrospectives to feed actionable improvements into service management.
12 chapters in this module
- Feedback collection design
- Trend identification
- Improvement proposal format
- Prioritisation framework
- ROI estimation
- Stakeholder buy-in
- Implementation planning
- Success measurement
- Communication approach
- Barrier anticipation
- Quick win identification
- Long-term roadmap link
Module 12. Owning the Narrative in Compliance Reviews
Position your project as a model of consistency and foresight during audits.
12 chapters in this module
- Audit preparation checklist
- Evidence location mapping
- Interview preparation
- Non-conformance response
- Corrective action tracking
- Management review input
- Compliance dashboard design
- Regulatory change monitoring
- Gap assessment approach
- Remediation planning
- Stakeholder alignment
- Future audit readiness
How this maps to your situation
- When scoping a new client engagement
- Before vendor contract finalisation
- During internal audit preparation
- After service transition to operations
Before vs. after
Before
Reacting to compliance requirements and service handoffs without shaping the blueprint
After
Proactively influencing service design, vendor integration, and audit readiness from your role
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 integration into active project cycles.
If nothing changes
Continuing to operate without structured influence means missed opportunities to shape service delivery standards and be recognised as a go-to leader in client-facing project execution.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses specifically on how project managers can use ISO 20000 to increase their influence over service decisions, vendor integration, and audit outcomes without requiring a change in title or formal authority.
Frequently asked
Who is this course designed for?
Senior Project Managers in IT services who want to increase their influence over service delivery standards and compliance outcomes.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this course cover other frameworks like ITIL or ISO 27001?
The focus is on ISO 20000 in the context of project leadership. ITIL concepts are referenced where relevant, but the course does not substitute for dedicated ITIL or security framework training.
$199 one-time. Approximately 3 hours per module, designed for integration into active project cycles..
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