A tailored course, built for your situation
Influence across technology governance decisions with ISO 20000
Become the go-to practitioner for service management frameworks in complex delivery environments
$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.
Being overlooked in key service governance decisions despite technical competence
The situation this course is for
Skilled practitioners often find themselves excluded from critical vendor selection, architecture review, and service delivery planning conversations, not due to capability gaps, but because influence in these forums requires demonstrated framework fluency and consistent positioning. Without a recognized edge in standards like ISO 20000, even strong performers default to execution rather than shaping.
Who this is for
Mid-level technology consultant in a global services firm, building credibility in governance frameworks and aiming to lead rather than implement
Who this is not for
Entry-level staff without project ownership, executives setting top-down policy, or practitioners focused solely on delivery without governance exposure
What you walk away with
- Position yourself as the internal reference for ISO 20000 applicability in service delivery design
- Lead vendor assessment discussions with structured evaluation criteria rooted in ISO 20000 clauses
- Shape internal audit planning with pre-validated control mappings that accelerate review cycles
- Gain consistent inclusion in architecture governance forums through demonstrated framework fluency
- Drive consensus in cross-functional service design using ISO 20000 as a neutral, standards-backed authority
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 scope and applicability
Establish foundational clarity on where ISO 20000 applies in service delivery models, including distinctions from related frameworks.
12 chapters in this module
- Defining service management system boundaries
- Mapping ISO 20000 to consulting engagement types
- Identifying service components under scope
- Differentiating from ISO 27001 and ITIL
- Recognizing exempted processes
- Clarity on documentation expectations
- Service catalogue alignment
- Understanding third-party responsibilities
- Role of internal audits
- Common misapplications in delivery
- Integration with project lifecycles
- Stakeholder communication planning
Module 2. Service delivery process mapping
Translate ISO 20000 requirements into process flows used in real engagements.
12 chapters in this module
- Request fulfillment workflow design
- Incident classification schema
- Service level agreement structuring
- Change advisory board integration
- Problem record linkage
- Known error database use
- Status update protocols
- Escalation path definition
- Service reporting frequency
- Customer communication templates
- Process ownership assignment
- Performance metric alignment
Module 3. Designing service level agreements
Build SLAs that are enforceable, measurable, and aligned with ISO 20000 expectations.
12 chapters in this module
- Defining measurable service targets
- Including penalty clauses
- Balancing client and delivery team needs
- Integrating with contract terms
- Version control for SLAs
- Approval workflows
- Review cycles and updates
- Service credit mechanisms
- Reporting on SLA breaches
- Client-facing dashboards
- Internal compliance audits
- Renewal impact analysis
Module 4. Internal audit preparation
Prepare for ISO 20000 audits with confidence using structured documentation and evidence collection.
12 chapters in this module
- Audit schedule planning
- Evidence checklist creation
- Document version tracking
- Interview readiness
- Finding response protocols
- Corrective action logging
- Nonconformance categorization
- Internal audit team coordination
- Gap assessment techniques
- Remediation timelines
- Management review inputs
- Audit follow-up planning
Module 5. Vendor selection with ISO 20000
Incorporate ISO 20000 criteria into vendor evaluation and procurement processes.
12 chapters in this module
- Scoring vendor service models
- Evaluating process maturity
- Assessing documentation readiness
- Onboarding alignment steps
- Transition planning
- Third-party audit rights
- Compliance verification steps
- Contractual SLA enforcement
- Performance monitoring setup
- Exit strategy clauses
- Knowledge transfer requirements
- Joint audit participation
Module 6. Change management integration
Align change management practices with ISO 20000 requirements.
12 chapters in this module
- Change types classification
- Standard change identification
- Emergency change workflows
- CAB meeting structure
- Risk assessment integration
- Change calendar use
- Backout planning
- Post-implementation review
- Change success metrics
- Stakeholder notification
- Automated approval paths
- Change suspension protocols
Module 7. Incident and problem management
Implement processes that meet ISO 20000 expectations for incident response and root cause resolution.
12 chapters in this module
- Incident categorization
- Priority matrix design
- Response time targets
- Escalation levels
- Major incident declaration
- Problem identification triggers
- Root cause analysis methods
- Workaround documentation
- Known error updates
- Trend analysis
- Incident review meetings
- Closure validation
Module 8. Service reporting and review
Develop reports that satisfy ISO 20000 requirements and drive operational improvement.
12 chapters in this module
- Management review agenda
- Performance trend charts
- Service level achievement
- Customer satisfaction inputs
- Incident trend summaries
- Audit findings report
- Action item tracking
- Process improvement proposals
- Resource utilization
- Budget variance
- Stakeholder feedback
- Strategic alignment assessment
Module 9. Continual improvement planning
Structure continual improvement using ISO 20000 guidelines.
12 chapters in this module
- Identifying improvement opportunities
- Benefit estimation
- Stakeholder buy-in
- Pilot testing
- Rollout planning
- Success criteria
- Feedback loops
- Documentation updates
- Training needs
- Resource allocation
- Timeline management
- Impact measurement
Module 10. Documentation control systems
Manage ISO 20000 documentation with version control and access governance.
12 chapters in this module
- Document naming convention
- Version numbering
- Approval workflows
- Storage location
- Access permissions
- Retention periods
- Review cycles
- Change history
- Electronic signature use
- Backup protocols
- Audit trail
- Decommissioning process
Module 11. Training and awareness delivery
Deliver effective ISO 20000 training across teams and engagements.
12 chapters in this module
- Awareness session design
- Role-specific materials
- Delivery methods
- Assessment techniques
- Attendance tracking
- Refresher cycles
- New hire onboarding
- External stakeholder training
- Competency validation
- Feedback collection
- Improvement loop
- Training record maintenance
Module 12. Certification readiness
Prepare for formal ISO 20000 certification with confidence.
12 chapters in this module
- Choosing a certification body
- Pre-assessment audit
- Gap closure planning
- Evidence compilation
- Interview preparation
- Corrective action handling
- Stage 1 audit readiness
- Stage 2 audit execution
- Certification maintenance
- Surveillance audit prep
- Scope changes
- Re-certification cycle
How this maps to your situation
- Preparing for a client audit
- Leading a service design engagement
- Evaluating a new vendor tool
- Presenting to a governance board
Before vs. after
Before
Ideas and input are respected but not consistently sought in key service governance decisions.
After
Team leads and architects proactively include you in vendor assessments, process design, and audit planning due to trusted framework mastery.
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 module, designed to fit around consulting delivery cycles.
If nothing changes
Remaining on the periphery of service governance conversations limits long-term influence and leadership opportunities, even with strong technical delivery skills.
How this compares to the alternatives
Generic ISO 20000 training provides theory; this course delivers strategic positioning and influence tools used in real consulting environments. Unlike certification prep, it focuses on application in decision forums.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this include templates I can use in my work?
Yes, every module includes downloadable templates and real-world examples you can adapt immediately.
Is prior ISO 20000 experience required?
No. The course builds from foundational concepts to advanced influence techniques.
$199 one-time. Approximately 45 minutes per module, designed to fit around consulting delivery 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