A tailored course, built for your situation
Becoming the go-to advisor on ISO 20000 at your firm
How to become the internal reference for service management excellence
$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 practitioner in governance, risk, or compliance with hands-on responsibility for implementing standards within federal-facing consulting teams.
Who this is not for
Entry-level analysts, auditors without implementation responsibility, or practitioners outside regulated service delivery domains.
What you walk away with
- Be the first called when ISO 20000 scoping begins on new contracts
- Shape service management narratives before they go to client review
- Develop reusable templates that compound your influence across teams
- Earn recognition as the internal source of truth on ISO 20000 alignment
- Guide cross-functional teams confidently through audit prep and evidence collection
The 12 modules (with all 144 chapters)
Module 1. Defining the ISO 20000 footprint in federal service delivery
Understand how ISO 20000 integrates with existing compliance obligations across government contracts and where it creates new opportunities for leadership.
12 chapters in this module
- Scope mapping for government contractors
- Identifying service boundaries
- Regulatory overlap analysis
- Client expectation alignment
- Internal stakeholder inventory
- Audit trail design principles
- Document control foundations
- Change management integration
- Service catalog definition
- Incident linkage strategy
- Problem resolution workflows
- Continual improvement triggers
Module 2. Building the service management policy suite
Create policies that reflect ISO 20000 requirements while aligning with existing operational culture and client mandates.
12 chapters in this module
- Policy purpose statements
- Executive sponsorship language
- Version control standards
- Distribution protocols
- Compliance measurement design
- Training integration plan
- Evidence collection triggers
- Exception handling rules
- Review cycle definition
- Stakeholder feedback integration
- Legal alignment checklist
- Client-facing disclosure rules
Module 3. Designing the service catalog with audit-readiness in mind
Structure service definitions to support both delivery clarity and future compliance verification.
12 chapters in this module
- Service naming conventions
- SLA specification format
- Service boundary documentation
- Client-specific variants
- Internal handoff points
- Dependency mapping
- Ownership assignment
- Change control triggers
- Performance metrics integration
- Service retirement process
- Audit evidence mapping
- Version history maintenance
Module 4. Incident management aligned to ISO 20000
Implement an incident process that satisfies both operational needs and compliance requirements.
12 chapters in this module
- Incident classification schema
- Priority determination logic
- Escalation path design
- Cross-team coordination rules
- Major incident criteria
- Communication templates
- Post-incident review timing
- Root cause consistency
- Trend analysis method
- Knowledge base integration
- Evidence retention format
- Audit readiness check
Module 5. Problem management: from root cause to continual improvement
Turn problem resolution into a strategic asset that demonstrates ISO 20000 maturity.
12 chapters in this module
- Problem identification triggers
- Kepner-Tregoe application
- Root cause validation
- Workaround documentation
- Permanent fix tracking
- Change integration process
- Known error database use
- Trend correlation method
- Resolution evidence standards
- Lessons captured format
- Cross-project application
- Audit trail alignment
Module 6. Change control with compliance built in
Structure change management to meet ISO 20000 while maintaining delivery speed.
12 chapters in this module
- Change categorization model
- Standard change definition
- Pre-approval criteria
- Emergency change controls
- CAB meeting structure
- Stakeholder notification rules
- Risk assessment integration
- Backout planning requirements
- Post-implementation review
- Change success metrics
- Audit evidence collection
- Process exception logging
Module 7. Configuration management for complex environments
Design configuration processes that scale across distributed government IT ecosystems.
12 chapters in this module
- CMDB scope definition
- CI identification rules
- Relationship mapping
- Ownership accountability
- Baseline creation process
- Audit trail integration
- Discovery tool alignment
- Change linkage mechanism
- Configuration status reporting
- Reconciliation frequency
- Access control rules
- Evidence format standards
Module 8. Release and deployment with minimal disruption
Integrate release planning into ISO 20000 compliance with clear audit pathways.
12 chapters in this module
- Release naming convention
- Deployment window rules
- Rollback plan requirements
- Stakeholder communication
- Build verification steps
- Change freeze periods
- Backout testing
- Post-release review
- Client notification standards
- Evidence collection points
- Performance baseline comparison
- Incident linkage analysis
Module 9. Service level agreements that hold up under scrutiny
Draft SLAs that are operationally meaningful and audit-compliant.
12 chapters in this module
- SLA structure standards
- Metric definition precision
- Reporting frequency rules
- Penalty clause alignment
- Client dispute process
- Internal performance tracking
- Remediation planning
- Escalation threshold logic
- Review cycle timing
- Benchmarking integration
- Evidence documentation
- Audit response preparation
Module 10. Supplier management within ISO 20000 scope
Extend ISO 20000 compliance to third-party vendors and subcontractors.
12 chapters in this module
- Vendor onboarding checklist
- Contractual obligation mapping
- Performance monitoring design
- Compliance verification method
- Subcontractor oversight
- Risk rating integration
- Audit rights language
- Incident coordination rules
- Termination criteria
- Evidence collection process
- Client notification rules
- Due diligence documentation
Module 11. Continual improvement integrated into daily work
Embed continual improvement so it becomes habitual, not episodic.
12 chapters in this module
- Improvement opportunity sources
- Idea capture method
- Benefit estimation model
- Approval workflow
- Implementation tracking
- Success measurement
- Knowledge sharing process
- Client value demonstration
- Cross-project replication
- Leadership reporting format
- Audit evidence standards
- Improvement backlog maintenance
Module 12. Preparing for ISO 20000 audits with confidence
Turn audit prep into a predictable, low-friction process that showcases maturity.
12 chapters in this module
- Audit scope understanding
- Document selection strategy
- Evidence packaging format
- Internal pre-audit checklist
- Interview preparation
- Nonconformance response plan
- Corrective action tracking
- Management review inputs
- Stage 1 readiness confirmation
- Stage 2 simulation
- Post-audit follow-up
- Improvement integration
How this maps to your situation
- Starting a new ISO 20000 initiative
- Preparing for external audit
- Expanding service management scope
- Onboarding new clients or contracts
Before vs. after
Before
Reliant on ad-hoc approaches to service management standards, reacting to audit cycles and client requests without a structured framework.
After
Recognized as the go-to internal expert on ISO 20000, shaping engagements proactively and guiding teams with confidence and documented authority.
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 18-24 hours total, designed to be completed in small increments around active project work.
If nothing changes
Without structured expertise in ISO 20000, practitioners risk being bypassed during key scoping decisions, missing opportunities to lead high-visibility projects, and remaining in execution mode rather than strategic influence.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses specifically on how to establish personal authority and recognition through ISO 20000 mastery in consulting environments, giving you the precise language, templates, and strategic positioning to become the default advisor others seek out.
Frequently asked
Who is this course for?
It's for senior practitioners in consulting or managed services who are expected to implement or govern ISO 20000 standards and want to become the recognized internal expert.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me pass an audit?
Yes, by helping you build a sustainable, recognizable practice around ISO 20000, not just last-minute prep.
$199 one-time. Approximately 18-24 hours total, designed to be completed in small increments around active project 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