ISO 20000 Certification Mastery A Complete Guide to IT Service Management Excellence
You're under pressure. Stakeholders demand faster delivery, higher uptime, and flawless service. But siloed teams, inconsistent processes, and audit fatigue are holding you back. You’re not just managing IT-you’re trying to prove its value, every single day. Without a unified framework, your service operations remain reactive, costly, and vulnerable to compliance gaps. One missed SLA can trigger board scrutiny. One failed audit can damage credibility. And one inefficient process can ripple across your entire organisation. But what if you could master the global gold standard for IT Service Management-ISO 20000-and turn compliance into competitive advantage? What if you could reduce incidents by 40%, accelerate resolution times, and walk into your next audit with full confidence? The ISO 20000 Certification Mastery A Complete Guide to IT Service Management Excellence course is your step-by-step blueprint to build, implement, and sustain a world-class service management system. From mapping business needs to achieving certification, this course delivers actionable clarity, not just theory. You’ll go from fragmented practices to a fully aligned, process-driven IT function in under 60 days, with a board-ready ISO 20000 implementation roadmap and a globally recognised Certificate of Completion issued by The Art of Service. One learner, Priya M., Senior IT Manager at a European financial services firm, used this course to lead her organisation to full ISO 20000 certification within seven weeks. “I had no prior certification experience. This guide gave me the exact tools, templates, and sequence. We passed our audit on the first attempt.” Here’s how this course is structured to help you get there.COURSE FORMAT & DELIVERY DETAILS Self-Paced, On-Demand Learning Designed for Real Professionals
This is not another time-bound training program. The ISO 20000 Certification Mastery A Complete Guide to IT Service Management Excellence course is 100% self-paced. Enroll today and start learning immediately-no fixed start dates, no rigid schedules, no missed sessions. Access your course materials instantly upon confirmation. Learn anytime, anywhere. Whether you're on a lunch break, commuting, or reviewing before a strategy meeting, the content adapts to your workflow-not the other way around. Designed for Rapid Real-World Application
Most learners complete the course in 45 to 60 hours. However, you can apply critical concepts-like service level agreement design or incident response mapping-in as little as 48 hours. The curriculum is structured to deliver immediate value from Module 1. Need to streamline your change management process tomorrow? You’ll have the exact checklist, governance model, and documentation framework by tonight. Lifetime Access. Unlimited Updates. Zero Extra Cost.
Your investment includes lifetime access to the full course. We continuously update content to reflect changes in ISO 20000 standards, regulatory shifts, and global best practices-all at no additional charge. This isn’t a one-time download. It’s your living, evolving toolkit for ITSM leadership. Trusted, Mobile-First Learning Experience
Access the course 24/7 from any device-desktop, tablet, or smartphone. Whether you're in the office, on-site, or travelling across time zones, your learning journey remains uninterrupted. The platform is optimised for fast loading, readability, and seamless navigation-no bloated files, no compatibility issues. Direct Expert-Led Guidance & Ongoing Support
Every module includes structured guidance from certified ISO assessors and veteran ITSM consultants. You’re not learning from abstract texts-you’re following a curated path forged by practitioners who’ve led real certifications in Fortune 500 companies and government agencies. You’ll receive structured feedback pathways, real-world case annotations, and direct access to clarification resources. Instructor insights are embedded directly into the materials-no waiting for office hours or forum replies. Earn a Globally Recognised Certificate of Completion
Upon successful completion, you receive a Certificate of Completion issued by The Art of Service. This credential is trusted by organisations in over 90 countries and validates your mastery of ISO 20000 implementation, control design, and service management governance. It’s more than a badge. It’s a career accelerator. Recent graduates report using the certificate to justify promotions, win contracts, and lead transformation projects with authority. Transparent Pricing. No Hidden Fees. Ever.
What you see is what you pay. No recurring charges, no surprise fees, no premium add-ons. The course fee covers full access, all materials, certification preparation, and lifetime updates. That’s it. We accept Visa, Mastercard, and PayPal. Secure checkout ensures your data is encrypted and protected. Your payment method stays private. Zero-Risk Enrollment: Satisfied or Refunded
We guarantee your satisfaction. If this course doesn’t deliver clear value within your first two modules, simply contact support for a full refund. No questions, no hassle. This offer removes all financial risk while preserving your access during evaluation. You only keep the course if it exceeds your expectations. What Happens After You Enroll?
After enrollment, you’ll receive a confirmation email. Your access details, login instructions, and onboarding resources will be delivered separately once your course package is prepared. Please allow time for secure processing and credential generation. This Works Even If…
- You’ve never worked with ISO standards before
- Your organisation resists process change
- You’re not in a leadership role but want to drive transformation
- Your IT team uses legacy tools or outdated workflows
- You’re juggling multiple priorities and limited bandwidth
Our role-specific templates, compliance checklists, and implementation playbooks are designed for real-world complexity-not textbook perfection. One IT coordinator used our incident management blueprint to cut ticket resolution time by 35%, despite working with a team of three and no executive mandate. Built on proven methodologies and field-tested execution, this course gives you clarity, control, and confidence-no matter your starting point.
Module 1: Foundations of ISO 20000 and IT Service Management - Understanding the evolution of IT service management standards
- Why ISO 20000 is the global benchmark for service excellence
- Differences between ISO 20000 and other frameworks (ITIL, COBIT, ISO 27001)
- Core principles of the ISO 20000 service management system
- Overview of ISO 20000-1, ISO 20000-2, and supporting documentation
- Key stakeholders and their roles in a certification journey
- Defining service management policy and strategic alignment
- Mapping business objectives to service outcomes
- Identifying scope and boundaries of an SMS
- Establishing the foundation for continual improvement
Module 2: Leadership and Governance in Service Management - Executive sponsorship and board-level engagement
- Defining governance structures for service management
- Roles and responsibilities: Service Owner, Process Owner, Coordinator
- Establishing accountability and decision-making authority
- Integrating risk management into service governance
- Developing a service management policy document
- Setting organisational capabilities and resource requirements
- Ensuring compliance with legal, regulatory, and contractual obligations
- Creating a culture of service excellence and ownership
- Monitoring governance effectiveness through KPIs and reviews
Module 3: Planning the Service Management System (SMS) - Conducting a readiness assessment for ISO 20000
- Performing gap analysis against current practices
- Defining SMS scope with clear exclusions and justifications
- Setting measurable objectives for service management
- Developing a detailed implementation roadmap
- Time, resource, and budget planning for certification
- Creating a communication plan for stakeholders
- Establishing documentation standards and version control
- Using RACI matrices to assign roles in implementation
- Integrating continual improvement into planning
Module 4: Service Delivery Processes (Part 1) - Designing and documenting service level management
- Creating effective service level agreements (SLAs)
- Developing operational level agreements (OLAs)
- Establishing underpinning contracts (UCs)
- Monitoring SLA performance and breach prevention
- Analyzing customer satisfaction trends
- Service reporting and dashboard design
- Handling service level negotiation and renewal
- Defining service scope and service catalogue structure
- Managing service continuity and availability
Module 5: Service Delivery Processes (Part 2) - Designing capacity management for scalable services
- Forecasting resource usage and demand patterns
- Implementing performance monitoring and tuning
- Sustainability and cost-efficiency in capacity planning
- Planning for service continuity and disaster recovery
- Developing business impact analysis (BIA) reports
- Designing and testing continuity procedures
- Ensuring recoverability and resilience across services
- Integrating security into availability and capacity planning
- Monitoring and improving service performance metrics
Module 6: Service Operation Processes (Part 1) - Incident management: principles and lifecycle
- Establishing incident categorisation and prioritisation
- Designing first response and escalation procedures
- Integrating service desk functions with incident workflows
- Defining incident resolution time targets (IRTs)
- Using knowledge base articles to reduce repeat incidents
- Tracking and reporting incident KPIs (MTTR, MTBF, etc.)
- Integrating root cause analysis into incident resolution
- Managing major incidents with crisis protocols
- Using automation and AI in incident handling
Module 7: Service Operation Processes (Part 2) - Problem management: cause, process, and outcomes
- Difference between known errors and unresolved problems
- Implementing reactive and proactive problem management
- Conducting root cause analysis using 5 Whys and fishbone diagrams
- Managing known error databases (KEDBs)
- Linking problem records to incident and change records
- Measuring problem resolution effectiveness
- Continuous improvement through trend analysis
- Problem prioritisation and resolution planning
- Integrating RCA outcomes into service design
Module 8: Change and Release Management - Understanding the ISO 20000 change management requirements
- Differentiating change types: standard, normal, emergency
- Designing a change advisory board (CAB) structure
- Change request lifecycle: submission to closure
- Balancing speed, risk, and control in change execution
- Documenting change risk impact and rollback plans
- Automating change approvals where appropriate
- Release and deployment planning across environments
- Version control and release documentation standards
- Post-release review and performance validation
Module 9: Configuration and Asset Management - Defining the configuration management system (CMS)
- Creating and maintaining configuration items (CIs)
- Designing the configuration management database (CMDB)
- Ensuring data integrity and audit readiness
- Linking CIs to incidents, problems, and changes
- Managing CI relationships and dependencies
- Performing regular configuration audits
- Handling CI lifecycle: creation, update, retirement
- Integrating asset lifecycle into configuration practices
- Aligning software and hardware asset records
Module 10: Relationship and Supplier Management - Establishing supplier evaluation and selection criteria
- Negotiating service level agreements with vendors
- Managing supplier performance and KPIs
- Conducting regular supplier reviews
- Handling supplier contract compliance
- Integrating third parties into incident and change workflows
- Managing multi-supplier coordination
- Developing a supplier risk register
- Ensuring contingency plans for critical suppliers
- Building strategic partnerships beyond transactional models
Module 11: Resolution and Control Process Design - Integrating resolution workflows across teams
- Defining ownership and accountability for fixes
- Using diagnostic checklists and resolution trees
- Escalation procedures for unresolved issues
- Documenting solutions in knowledge management systems
- Leveraging analytics to predict recurring failures
- Reducing mean time to resolve (MTTR) systematically
- Aligning technical teams with service outcomes
- Automating manual diagnosis steps
- Validating resolution with stakeholders
Module 12: Service Measurement, Reporting, and KPIs - Selecting KPIs aligned with business objectives
- Defining SLA, OLAs, and process metrics
- Designing balanced scorecards for service units
- Collecting and validating performance data
- Automating report generation and distribution
- Analysing trends and identifying improvement areas
- Reporting to executives and audit bodies
- Using dashboards to visualise service health
- Ensuring data accuracy and audit trail integrity
- Aligning measurement with continual improvement
Module 13: Documentation and Compliance Requirements - Identifying mandatory documentation under ISO 20000
- Template library for policies, procedures, records
- Version control and document lifecycle management
- Ensuring documentation is accessible and secure
- Preparing for internal and external audits
- Using checklists to verify documentation completeness
- Aligning document structure with SMS scope
- Training staff on document usage and updates
- Conducting regular document reviews
- Archiving obsolete records with compliance
Module 14: Internal Audit and Readiness Assessment - Planning and scoping the internal audit program
- Selecting and training internal auditors
- Developing audit checklists based on ISO 20000 clauses
- Conducting process-specific audit interviews
- Gathering objective evidence from systems and logs
- Writing non-conformance and observation reports
- Using audit findings to improve processes
- Scheduling audit cycles and frequency
- Creating audit trail documentation
- Preparing for certification audit through mock audits
Module 15: Preparing for the Certification Audit - Selecting an accredited certification body
- Understanding the two-stage audit process
- Stage 1: Documentation review and readiness verification
- Stage 2: On-site audit and compliance validation
- Preparing audit evidence and records
- Assigning internal coordinators for audit support
- Conducting pre-audit walkthroughs
- Managing auditor access and documentation flow
- Handling non-conformances and corrective actions
- Negotiating audit findings and closure timelines
Module 16: Achieving and Maintaining Certification - Submitting for formal certification decision
- Receiving the ISO 20000 certificate
- Announcing certification internally and externally
- Understanding surveillance audit requirements
- Scheduling annual audits for recertification
- Managing changes to SMS scope post-certification
- Updating documentation for revised standards
- Conducting management review meetings
- Using client feedback to refine service delivery
- Maintaining culture of compliance and improvement
Module 17: Advanced Implementation Strategies - Scaling ISO 20000 across multiple business units
- Integrating with DevOps and agile service delivery
- Using ISO 20000 in cloud and hybrid environments
- Applying SMS principles to digital transformation
- Managing SMS in mergers and acquisitions
- Aligning service management with customer journey maps
- Enhancing customer experience through process design
- Embedding automation into ISO 20000 compliance
- Using AI for predictive service management
- Measuring ROI of service management initiatives
Module 18: Integration with Other Standards and Frameworks - Aligning ISO 20000 with ITIL 4 practices
- Mapping ISO 20000 to COBIT 2019 domains
- Integrating with ISO 27001 for security compliance
- Using ISO 9001 quality principles in service design
- Combining ISO 20000 with lean and Six Sigma
- Integrating with NIST and cybersecurity frameworks
- Harmonising audit schedules and documentation
- Reducing duplication across compliance programs
- Creating a unified governance model
- Reporting integrated performance to executives
Module 19: Real-World Implementation Projects - Project 1: Build a complete SLA suite for a financial service
- Project 2: Develop a change management process from scratch
- Project 3: Create a service catalogue for a healthcare provider
- Project 4: Map incident to problem to change workflow
- Project 5: Conduct a gap analysis for a retail IT department
- Project 6: Draft a service continuity plan for a logistics firm
- Project 7: Design a supplier performance dashboard
- Project 8: Develop an audit checklist for availability management
- Project 9: Implement a KEDB for a technology vendor
- Project 10: Prepare mock audit evidence for certification
Module 20: Career Development and Certification Next Steps - Navigating the ISO 20000 Practitioner and Lead Auditor path
- Preparing for accredited certification exams
- Building a professional portfolio with implementation proof
- Leveraging your Certificate of Completion in job searches
- Updating LinkedIn, CVs, and professional bios
- Using case studies to demonstrate impact
- Networking in ISO and ITSM communities
- Positioning yourself as a transformation leader
- Consulting opportunities post-certification mastery
- Accessing The Art of Service alumni resources and updates
- Understanding the evolution of IT service management standards
- Why ISO 20000 is the global benchmark for service excellence
- Differences between ISO 20000 and other frameworks (ITIL, COBIT, ISO 27001)
- Core principles of the ISO 20000 service management system
- Overview of ISO 20000-1, ISO 20000-2, and supporting documentation
- Key stakeholders and their roles in a certification journey
- Defining service management policy and strategic alignment
- Mapping business objectives to service outcomes
- Identifying scope and boundaries of an SMS
- Establishing the foundation for continual improvement
Module 2: Leadership and Governance in Service Management - Executive sponsorship and board-level engagement
- Defining governance structures for service management
- Roles and responsibilities: Service Owner, Process Owner, Coordinator
- Establishing accountability and decision-making authority
- Integrating risk management into service governance
- Developing a service management policy document
- Setting organisational capabilities and resource requirements
- Ensuring compliance with legal, regulatory, and contractual obligations
- Creating a culture of service excellence and ownership
- Monitoring governance effectiveness through KPIs and reviews
Module 3: Planning the Service Management System (SMS) - Conducting a readiness assessment for ISO 20000
- Performing gap analysis against current practices
- Defining SMS scope with clear exclusions and justifications
- Setting measurable objectives for service management
- Developing a detailed implementation roadmap
- Time, resource, and budget planning for certification
- Creating a communication plan for stakeholders
- Establishing documentation standards and version control
- Using RACI matrices to assign roles in implementation
- Integrating continual improvement into planning
Module 4: Service Delivery Processes (Part 1) - Designing and documenting service level management
- Creating effective service level agreements (SLAs)
- Developing operational level agreements (OLAs)
- Establishing underpinning contracts (UCs)
- Monitoring SLA performance and breach prevention
- Analyzing customer satisfaction trends
- Service reporting and dashboard design
- Handling service level negotiation and renewal
- Defining service scope and service catalogue structure
- Managing service continuity and availability
Module 5: Service Delivery Processes (Part 2) - Designing capacity management for scalable services
- Forecasting resource usage and demand patterns
- Implementing performance monitoring and tuning
- Sustainability and cost-efficiency in capacity planning
- Planning for service continuity and disaster recovery
- Developing business impact analysis (BIA) reports
- Designing and testing continuity procedures
- Ensuring recoverability and resilience across services
- Integrating security into availability and capacity planning
- Monitoring and improving service performance metrics
Module 6: Service Operation Processes (Part 1) - Incident management: principles and lifecycle
- Establishing incident categorisation and prioritisation
- Designing first response and escalation procedures
- Integrating service desk functions with incident workflows
- Defining incident resolution time targets (IRTs)
- Using knowledge base articles to reduce repeat incidents
- Tracking and reporting incident KPIs (MTTR, MTBF, etc.)
- Integrating root cause analysis into incident resolution
- Managing major incidents with crisis protocols
- Using automation and AI in incident handling
Module 7: Service Operation Processes (Part 2) - Problem management: cause, process, and outcomes
- Difference between known errors and unresolved problems
- Implementing reactive and proactive problem management
- Conducting root cause analysis using 5 Whys and fishbone diagrams
- Managing known error databases (KEDBs)
- Linking problem records to incident and change records
- Measuring problem resolution effectiveness
- Continuous improvement through trend analysis
- Problem prioritisation and resolution planning
- Integrating RCA outcomes into service design
Module 8: Change and Release Management - Understanding the ISO 20000 change management requirements
- Differentiating change types: standard, normal, emergency
- Designing a change advisory board (CAB) structure
- Change request lifecycle: submission to closure
- Balancing speed, risk, and control in change execution
- Documenting change risk impact and rollback plans
- Automating change approvals where appropriate
- Release and deployment planning across environments
- Version control and release documentation standards
- Post-release review and performance validation
Module 9: Configuration and Asset Management - Defining the configuration management system (CMS)
- Creating and maintaining configuration items (CIs)
- Designing the configuration management database (CMDB)
- Ensuring data integrity and audit readiness
- Linking CIs to incidents, problems, and changes
- Managing CI relationships and dependencies
- Performing regular configuration audits
- Handling CI lifecycle: creation, update, retirement
- Integrating asset lifecycle into configuration practices
- Aligning software and hardware asset records
Module 10: Relationship and Supplier Management - Establishing supplier evaluation and selection criteria
- Negotiating service level agreements with vendors
- Managing supplier performance and KPIs
- Conducting regular supplier reviews
- Handling supplier contract compliance
- Integrating third parties into incident and change workflows
- Managing multi-supplier coordination
- Developing a supplier risk register
- Ensuring contingency plans for critical suppliers
- Building strategic partnerships beyond transactional models
Module 11: Resolution and Control Process Design - Integrating resolution workflows across teams
- Defining ownership and accountability for fixes
- Using diagnostic checklists and resolution trees
- Escalation procedures for unresolved issues
- Documenting solutions in knowledge management systems
- Leveraging analytics to predict recurring failures
- Reducing mean time to resolve (MTTR) systematically
- Aligning technical teams with service outcomes
- Automating manual diagnosis steps
- Validating resolution with stakeholders
Module 12: Service Measurement, Reporting, and KPIs - Selecting KPIs aligned with business objectives
- Defining SLA, OLAs, and process metrics
- Designing balanced scorecards for service units
- Collecting and validating performance data
- Automating report generation and distribution
- Analysing trends and identifying improvement areas
- Reporting to executives and audit bodies
- Using dashboards to visualise service health
- Ensuring data accuracy and audit trail integrity
- Aligning measurement with continual improvement
Module 13: Documentation and Compliance Requirements - Identifying mandatory documentation under ISO 20000
- Template library for policies, procedures, records
- Version control and document lifecycle management
- Ensuring documentation is accessible and secure
- Preparing for internal and external audits
- Using checklists to verify documentation completeness
- Aligning document structure with SMS scope
- Training staff on document usage and updates
- Conducting regular document reviews
- Archiving obsolete records with compliance
Module 14: Internal Audit and Readiness Assessment - Planning and scoping the internal audit program
- Selecting and training internal auditors
- Developing audit checklists based on ISO 20000 clauses
- Conducting process-specific audit interviews
- Gathering objective evidence from systems and logs
- Writing non-conformance and observation reports
- Using audit findings to improve processes
- Scheduling audit cycles and frequency
- Creating audit trail documentation
- Preparing for certification audit through mock audits
Module 15: Preparing for the Certification Audit - Selecting an accredited certification body
- Understanding the two-stage audit process
- Stage 1: Documentation review and readiness verification
- Stage 2: On-site audit and compliance validation
- Preparing audit evidence and records
- Assigning internal coordinators for audit support
- Conducting pre-audit walkthroughs
- Managing auditor access and documentation flow
- Handling non-conformances and corrective actions
- Negotiating audit findings and closure timelines
Module 16: Achieving and Maintaining Certification - Submitting for formal certification decision
- Receiving the ISO 20000 certificate
- Announcing certification internally and externally
- Understanding surveillance audit requirements
- Scheduling annual audits for recertification
- Managing changes to SMS scope post-certification
- Updating documentation for revised standards
- Conducting management review meetings
- Using client feedback to refine service delivery
- Maintaining culture of compliance and improvement
Module 17: Advanced Implementation Strategies - Scaling ISO 20000 across multiple business units
- Integrating with DevOps and agile service delivery
- Using ISO 20000 in cloud and hybrid environments
- Applying SMS principles to digital transformation
- Managing SMS in mergers and acquisitions
- Aligning service management with customer journey maps
- Enhancing customer experience through process design
- Embedding automation into ISO 20000 compliance
- Using AI for predictive service management
- Measuring ROI of service management initiatives
Module 18: Integration with Other Standards and Frameworks - Aligning ISO 20000 with ITIL 4 practices
- Mapping ISO 20000 to COBIT 2019 domains
- Integrating with ISO 27001 for security compliance
- Using ISO 9001 quality principles in service design
- Combining ISO 20000 with lean and Six Sigma
- Integrating with NIST and cybersecurity frameworks
- Harmonising audit schedules and documentation
- Reducing duplication across compliance programs
- Creating a unified governance model
- Reporting integrated performance to executives
Module 19: Real-World Implementation Projects - Project 1: Build a complete SLA suite for a financial service
- Project 2: Develop a change management process from scratch
- Project 3: Create a service catalogue for a healthcare provider
- Project 4: Map incident to problem to change workflow
- Project 5: Conduct a gap analysis for a retail IT department
- Project 6: Draft a service continuity plan for a logistics firm
- Project 7: Design a supplier performance dashboard
- Project 8: Develop an audit checklist for availability management
- Project 9: Implement a KEDB for a technology vendor
- Project 10: Prepare mock audit evidence for certification
Module 20: Career Development and Certification Next Steps - Navigating the ISO 20000 Practitioner and Lead Auditor path
- Preparing for accredited certification exams
- Building a professional portfolio with implementation proof
- Leveraging your Certificate of Completion in job searches
- Updating LinkedIn, CVs, and professional bios
- Using case studies to demonstrate impact
- Networking in ISO and ITSM communities
- Positioning yourself as a transformation leader
- Consulting opportunities post-certification mastery
- Accessing The Art of Service alumni resources and updates
- Conducting a readiness assessment for ISO 20000
- Performing gap analysis against current practices
- Defining SMS scope with clear exclusions and justifications
- Setting measurable objectives for service management
- Developing a detailed implementation roadmap
- Time, resource, and budget planning for certification
- Creating a communication plan for stakeholders
- Establishing documentation standards and version control
- Using RACI matrices to assign roles in implementation
- Integrating continual improvement into planning
Module 4: Service Delivery Processes (Part 1) - Designing and documenting service level management
- Creating effective service level agreements (SLAs)
- Developing operational level agreements (OLAs)
- Establishing underpinning contracts (UCs)
- Monitoring SLA performance and breach prevention
- Analyzing customer satisfaction trends
- Service reporting and dashboard design
- Handling service level negotiation and renewal
- Defining service scope and service catalogue structure
- Managing service continuity and availability
Module 5: Service Delivery Processes (Part 2) - Designing capacity management for scalable services
- Forecasting resource usage and demand patterns
- Implementing performance monitoring and tuning
- Sustainability and cost-efficiency in capacity planning
- Planning for service continuity and disaster recovery
- Developing business impact analysis (BIA) reports
- Designing and testing continuity procedures
- Ensuring recoverability and resilience across services
- Integrating security into availability and capacity planning
- Monitoring and improving service performance metrics
Module 6: Service Operation Processes (Part 1) - Incident management: principles and lifecycle
- Establishing incident categorisation and prioritisation
- Designing first response and escalation procedures
- Integrating service desk functions with incident workflows
- Defining incident resolution time targets (IRTs)
- Using knowledge base articles to reduce repeat incidents
- Tracking and reporting incident KPIs (MTTR, MTBF, etc.)
- Integrating root cause analysis into incident resolution
- Managing major incidents with crisis protocols
- Using automation and AI in incident handling
Module 7: Service Operation Processes (Part 2) - Problem management: cause, process, and outcomes
- Difference between known errors and unresolved problems
- Implementing reactive and proactive problem management
- Conducting root cause analysis using 5 Whys and fishbone diagrams
- Managing known error databases (KEDBs)
- Linking problem records to incident and change records
- Measuring problem resolution effectiveness
- Continuous improvement through trend analysis
- Problem prioritisation and resolution planning
- Integrating RCA outcomes into service design
Module 8: Change and Release Management - Understanding the ISO 20000 change management requirements
- Differentiating change types: standard, normal, emergency
- Designing a change advisory board (CAB) structure
- Change request lifecycle: submission to closure
- Balancing speed, risk, and control in change execution
- Documenting change risk impact and rollback plans
- Automating change approvals where appropriate
- Release and deployment planning across environments
- Version control and release documentation standards
- Post-release review and performance validation
Module 9: Configuration and Asset Management - Defining the configuration management system (CMS)
- Creating and maintaining configuration items (CIs)
- Designing the configuration management database (CMDB)
- Ensuring data integrity and audit readiness
- Linking CIs to incidents, problems, and changes
- Managing CI relationships and dependencies
- Performing regular configuration audits
- Handling CI lifecycle: creation, update, retirement
- Integrating asset lifecycle into configuration practices
- Aligning software and hardware asset records
Module 10: Relationship and Supplier Management - Establishing supplier evaluation and selection criteria
- Negotiating service level agreements with vendors
- Managing supplier performance and KPIs
- Conducting regular supplier reviews
- Handling supplier contract compliance
- Integrating third parties into incident and change workflows
- Managing multi-supplier coordination
- Developing a supplier risk register
- Ensuring contingency plans for critical suppliers
- Building strategic partnerships beyond transactional models
Module 11: Resolution and Control Process Design - Integrating resolution workflows across teams
- Defining ownership and accountability for fixes
- Using diagnostic checklists and resolution trees
- Escalation procedures for unresolved issues
- Documenting solutions in knowledge management systems
- Leveraging analytics to predict recurring failures
- Reducing mean time to resolve (MTTR) systematically
- Aligning technical teams with service outcomes
- Automating manual diagnosis steps
- Validating resolution with stakeholders
Module 12: Service Measurement, Reporting, and KPIs - Selecting KPIs aligned with business objectives
- Defining SLA, OLAs, and process metrics
- Designing balanced scorecards for service units
- Collecting and validating performance data
- Automating report generation and distribution
- Analysing trends and identifying improvement areas
- Reporting to executives and audit bodies
- Using dashboards to visualise service health
- Ensuring data accuracy and audit trail integrity
- Aligning measurement with continual improvement
Module 13: Documentation and Compliance Requirements - Identifying mandatory documentation under ISO 20000
- Template library for policies, procedures, records
- Version control and document lifecycle management
- Ensuring documentation is accessible and secure
- Preparing for internal and external audits
- Using checklists to verify documentation completeness
- Aligning document structure with SMS scope
- Training staff on document usage and updates
- Conducting regular document reviews
- Archiving obsolete records with compliance
Module 14: Internal Audit and Readiness Assessment - Planning and scoping the internal audit program
- Selecting and training internal auditors
- Developing audit checklists based on ISO 20000 clauses
- Conducting process-specific audit interviews
- Gathering objective evidence from systems and logs
- Writing non-conformance and observation reports
- Using audit findings to improve processes
- Scheduling audit cycles and frequency
- Creating audit trail documentation
- Preparing for certification audit through mock audits
Module 15: Preparing for the Certification Audit - Selecting an accredited certification body
- Understanding the two-stage audit process
- Stage 1: Documentation review and readiness verification
- Stage 2: On-site audit and compliance validation
- Preparing audit evidence and records
- Assigning internal coordinators for audit support
- Conducting pre-audit walkthroughs
- Managing auditor access and documentation flow
- Handling non-conformances and corrective actions
- Negotiating audit findings and closure timelines
Module 16: Achieving and Maintaining Certification - Submitting for formal certification decision
- Receiving the ISO 20000 certificate
- Announcing certification internally and externally
- Understanding surveillance audit requirements
- Scheduling annual audits for recertification
- Managing changes to SMS scope post-certification
- Updating documentation for revised standards
- Conducting management review meetings
- Using client feedback to refine service delivery
- Maintaining culture of compliance and improvement
Module 17: Advanced Implementation Strategies - Scaling ISO 20000 across multiple business units
- Integrating with DevOps and agile service delivery
- Using ISO 20000 in cloud and hybrid environments
- Applying SMS principles to digital transformation
- Managing SMS in mergers and acquisitions
- Aligning service management with customer journey maps
- Enhancing customer experience through process design
- Embedding automation into ISO 20000 compliance
- Using AI for predictive service management
- Measuring ROI of service management initiatives
Module 18: Integration with Other Standards and Frameworks - Aligning ISO 20000 with ITIL 4 practices
- Mapping ISO 20000 to COBIT 2019 domains
- Integrating with ISO 27001 for security compliance
- Using ISO 9001 quality principles in service design
- Combining ISO 20000 with lean and Six Sigma
- Integrating with NIST and cybersecurity frameworks
- Harmonising audit schedules and documentation
- Reducing duplication across compliance programs
- Creating a unified governance model
- Reporting integrated performance to executives
Module 19: Real-World Implementation Projects - Project 1: Build a complete SLA suite for a financial service
- Project 2: Develop a change management process from scratch
- Project 3: Create a service catalogue for a healthcare provider
- Project 4: Map incident to problem to change workflow
- Project 5: Conduct a gap analysis for a retail IT department
- Project 6: Draft a service continuity plan for a logistics firm
- Project 7: Design a supplier performance dashboard
- Project 8: Develop an audit checklist for availability management
- Project 9: Implement a KEDB for a technology vendor
- Project 10: Prepare mock audit evidence for certification
Module 20: Career Development and Certification Next Steps - Navigating the ISO 20000 Practitioner and Lead Auditor path
- Preparing for accredited certification exams
- Building a professional portfolio with implementation proof
- Leveraging your Certificate of Completion in job searches
- Updating LinkedIn, CVs, and professional bios
- Using case studies to demonstrate impact
- Networking in ISO and ITSM communities
- Positioning yourself as a transformation leader
- Consulting opportunities post-certification mastery
- Accessing The Art of Service alumni resources and updates
- Designing capacity management for scalable services
- Forecasting resource usage and demand patterns
- Implementing performance monitoring and tuning
- Sustainability and cost-efficiency in capacity planning
- Planning for service continuity and disaster recovery
- Developing business impact analysis (BIA) reports
- Designing and testing continuity procedures
- Ensuring recoverability and resilience across services
- Integrating security into availability and capacity planning
- Monitoring and improving service performance metrics
Module 6: Service Operation Processes (Part 1) - Incident management: principles and lifecycle
- Establishing incident categorisation and prioritisation
- Designing first response and escalation procedures
- Integrating service desk functions with incident workflows
- Defining incident resolution time targets (IRTs)
- Using knowledge base articles to reduce repeat incidents
- Tracking and reporting incident KPIs (MTTR, MTBF, etc.)
- Integrating root cause analysis into incident resolution
- Managing major incidents with crisis protocols
- Using automation and AI in incident handling
Module 7: Service Operation Processes (Part 2) - Problem management: cause, process, and outcomes
- Difference between known errors and unresolved problems
- Implementing reactive and proactive problem management
- Conducting root cause analysis using 5 Whys and fishbone diagrams
- Managing known error databases (KEDBs)
- Linking problem records to incident and change records
- Measuring problem resolution effectiveness
- Continuous improvement through trend analysis
- Problem prioritisation and resolution planning
- Integrating RCA outcomes into service design
Module 8: Change and Release Management - Understanding the ISO 20000 change management requirements
- Differentiating change types: standard, normal, emergency
- Designing a change advisory board (CAB) structure
- Change request lifecycle: submission to closure
- Balancing speed, risk, and control in change execution
- Documenting change risk impact and rollback plans
- Automating change approvals where appropriate
- Release and deployment planning across environments
- Version control and release documentation standards
- Post-release review and performance validation
Module 9: Configuration and Asset Management - Defining the configuration management system (CMS)
- Creating and maintaining configuration items (CIs)
- Designing the configuration management database (CMDB)
- Ensuring data integrity and audit readiness
- Linking CIs to incidents, problems, and changes
- Managing CI relationships and dependencies
- Performing regular configuration audits
- Handling CI lifecycle: creation, update, retirement
- Integrating asset lifecycle into configuration practices
- Aligning software and hardware asset records
Module 10: Relationship and Supplier Management - Establishing supplier evaluation and selection criteria
- Negotiating service level agreements with vendors
- Managing supplier performance and KPIs
- Conducting regular supplier reviews
- Handling supplier contract compliance
- Integrating third parties into incident and change workflows
- Managing multi-supplier coordination
- Developing a supplier risk register
- Ensuring contingency plans for critical suppliers
- Building strategic partnerships beyond transactional models
Module 11: Resolution and Control Process Design - Integrating resolution workflows across teams
- Defining ownership and accountability for fixes
- Using diagnostic checklists and resolution trees
- Escalation procedures for unresolved issues
- Documenting solutions in knowledge management systems
- Leveraging analytics to predict recurring failures
- Reducing mean time to resolve (MTTR) systematically
- Aligning technical teams with service outcomes
- Automating manual diagnosis steps
- Validating resolution with stakeholders
Module 12: Service Measurement, Reporting, and KPIs - Selecting KPIs aligned with business objectives
- Defining SLA, OLAs, and process metrics
- Designing balanced scorecards for service units
- Collecting and validating performance data
- Automating report generation and distribution
- Analysing trends and identifying improvement areas
- Reporting to executives and audit bodies
- Using dashboards to visualise service health
- Ensuring data accuracy and audit trail integrity
- Aligning measurement with continual improvement
Module 13: Documentation and Compliance Requirements - Identifying mandatory documentation under ISO 20000
- Template library for policies, procedures, records
- Version control and document lifecycle management
- Ensuring documentation is accessible and secure
- Preparing for internal and external audits
- Using checklists to verify documentation completeness
- Aligning document structure with SMS scope
- Training staff on document usage and updates
- Conducting regular document reviews
- Archiving obsolete records with compliance
Module 14: Internal Audit and Readiness Assessment - Planning and scoping the internal audit program
- Selecting and training internal auditors
- Developing audit checklists based on ISO 20000 clauses
- Conducting process-specific audit interviews
- Gathering objective evidence from systems and logs
- Writing non-conformance and observation reports
- Using audit findings to improve processes
- Scheduling audit cycles and frequency
- Creating audit trail documentation
- Preparing for certification audit through mock audits
Module 15: Preparing for the Certification Audit - Selecting an accredited certification body
- Understanding the two-stage audit process
- Stage 1: Documentation review and readiness verification
- Stage 2: On-site audit and compliance validation
- Preparing audit evidence and records
- Assigning internal coordinators for audit support
- Conducting pre-audit walkthroughs
- Managing auditor access and documentation flow
- Handling non-conformances and corrective actions
- Negotiating audit findings and closure timelines
Module 16: Achieving and Maintaining Certification - Submitting for formal certification decision
- Receiving the ISO 20000 certificate
- Announcing certification internally and externally
- Understanding surveillance audit requirements
- Scheduling annual audits for recertification
- Managing changes to SMS scope post-certification
- Updating documentation for revised standards
- Conducting management review meetings
- Using client feedback to refine service delivery
- Maintaining culture of compliance and improvement
Module 17: Advanced Implementation Strategies - Scaling ISO 20000 across multiple business units
- Integrating with DevOps and agile service delivery
- Using ISO 20000 in cloud and hybrid environments
- Applying SMS principles to digital transformation
- Managing SMS in mergers and acquisitions
- Aligning service management with customer journey maps
- Enhancing customer experience through process design
- Embedding automation into ISO 20000 compliance
- Using AI for predictive service management
- Measuring ROI of service management initiatives
Module 18: Integration with Other Standards and Frameworks - Aligning ISO 20000 with ITIL 4 practices
- Mapping ISO 20000 to COBIT 2019 domains
- Integrating with ISO 27001 for security compliance
- Using ISO 9001 quality principles in service design
- Combining ISO 20000 with lean and Six Sigma
- Integrating with NIST and cybersecurity frameworks
- Harmonising audit schedules and documentation
- Reducing duplication across compliance programs
- Creating a unified governance model
- Reporting integrated performance to executives
Module 19: Real-World Implementation Projects - Project 1: Build a complete SLA suite for a financial service
- Project 2: Develop a change management process from scratch
- Project 3: Create a service catalogue for a healthcare provider
- Project 4: Map incident to problem to change workflow
- Project 5: Conduct a gap analysis for a retail IT department
- Project 6: Draft a service continuity plan for a logistics firm
- Project 7: Design a supplier performance dashboard
- Project 8: Develop an audit checklist for availability management
- Project 9: Implement a KEDB for a technology vendor
- Project 10: Prepare mock audit evidence for certification
Module 20: Career Development and Certification Next Steps - Navigating the ISO 20000 Practitioner and Lead Auditor path
- Preparing for accredited certification exams
- Building a professional portfolio with implementation proof
- Leveraging your Certificate of Completion in job searches
- Updating LinkedIn, CVs, and professional bios
- Using case studies to demonstrate impact
- Networking in ISO and ITSM communities
- Positioning yourself as a transformation leader
- Consulting opportunities post-certification mastery
- Accessing The Art of Service alumni resources and updates
- Problem management: cause, process, and outcomes
- Difference between known errors and unresolved problems
- Implementing reactive and proactive problem management
- Conducting root cause analysis using 5 Whys and fishbone diagrams
- Managing known error databases (KEDBs)
- Linking problem records to incident and change records
- Measuring problem resolution effectiveness
- Continuous improvement through trend analysis
- Problem prioritisation and resolution planning
- Integrating RCA outcomes into service design
Module 8: Change and Release Management - Understanding the ISO 20000 change management requirements
- Differentiating change types: standard, normal, emergency
- Designing a change advisory board (CAB) structure
- Change request lifecycle: submission to closure
- Balancing speed, risk, and control in change execution
- Documenting change risk impact and rollback plans
- Automating change approvals where appropriate
- Release and deployment planning across environments
- Version control and release documentation standards
- Post-release review and performance validation
Module 9: Configuration and Asset Management - Defining the configuration management system (CMS)
- Creating and maintaining configuration items (CIs)
- Designing the configuration management database (CMDB)
- Ensuring data integrity and audit readiness
- Linking CIs to incidents, problems, and changes
- Managing CI relationships and dependencies
- Performing regular configuration audits
- Handling CI lifecycle: creation, update, retirement
- Integrating asset lifecycle into configuration practices
- Aligning software and hardware asset records
Module 10: Relationship and Supplier Management - Establishing supplier evaluation and selection criteria
- Negotiating service level agreements with vendors
- Managing supplier performance and KPIs
- Conducting regular supplier reviews
- Handling supplier contract compliance
- Integrating third parties into incident and change workflows
- Managing multi-supplier coordination
- Developing a supplier risk register
- Ensuring contingency plans for critical suppliers
- Building strategic partnerships beyond transactional models
Module 11: Resolution and Control Process Design - Integrating resolution workflows across teams
- Defining ownership and accountability for fixes
- Using diagnostic checklists and resolution trees
- Escalation procedures for unresolved issues
- Documenting solutions in knowledge management systems
- Leveraging analytics to predict recurring failures
- Reducing mean time to resolve (MTTR) systematically
- Aligning technical teams with service outcomes
- Automating manual diagnosis steps
- Validating resolution with stakeholders
Module 12: Service Measurement, Reporting, and KPIs - Selecting KPIs aligned with business objectives
- Defining SLA, OLAs, and process metrics
- Designing balanced scorecards for service units
- Collecting and validating performance data
- Automating report generation and distribution
- Analysing trends and identifying improvement areas
- Reporting to executives and audit bodies
- Using dashboards to visualise service health
- Ensuring data accuracy and audit trail integrity
- Aligning measurement with continual improvement
Module 13: Documentation and Compliance Requirements - Identifying mandatory documentation under ISO 20000
- Template library for policies, procedures, records
- Version control and document lifecycle management
- Ensuring documentation is accessible and secure
- Preparing for internal and external audits
- Using checklists to verify documentation completeness
- Aligning document structure with SMS scope
- Training staff on document usage and updates
- Conducting regular document reviews
- Archiving obsolete records with compliance
Module 14: Internal Audit and Readiness Assessment - Planning and scoping the internal audit program
- Selecting and training internal auditors
- Developing audit checklists based on ISO 20000 clauses
- Conducting process-specific audit interviews
- Gathering objective evidence from systems and logs
- Writing non-conformance and observation reports
- Using audit findings to improve processes
- Scheduling audit cycles and frequency
- Creating audit trail documentation
- Preparing for certification audit through mock audits
Module 15: Preparing for the Certification Audit - Selecting an accredited certification body
- Understanding the two-stage audit process
- Stage 1: Documentation review and readiness verification
- Stage 2: On-site audit and compliance validation
- Preparing audit evidence and records
- Assigning internal coordinators for audit support
- Conducting pre-audit walkthroughs
- Managing auditor access and documentation flow
- Handling non-conformances and corrective actions
- Negotiating audit findings and closure timelines
Module 16: Achieving and Maintaining Certification - Submitting for formal certification decision
- Receiving the ISO 20000 certificate
- Announcing certification internally and externally
- Understanding surveillance audit requirements
- Scheduling annual audits for recertification
- Managing changes to SMS scope post-certification
- Updating documentation for revised standards
- Conducting management review meetings
- Using client feedback to refine service delivery
- Maintaining culture of compliance and improvement
Module 17: Advanced Implementation Strategies - Scaling ISO 20000 across multiple business units
- Integrating with DevOps and agile service delivery
- Using ISO 20000 in cloud and hybrid environments
- Applying SMS principles to digital transformation
- Managing SMS in mergers and acquisitions
- Aligning service management with customer journey maps
- Enhancing customer experience through process design
- Embedding automation into ISO 20000 compliance
- Using AI for predictive service management
- Measuring ROI of service management initiatives
Module 18: Integration with Other Standards and Frameworks - Aligning ISO 20000 with ITIL 4 practices
- Mapping ISO 20000 to COBIT 2019 domains
- Integrating with ISO 27001 for security compliance
- Using ISO 9001 quality principles in service design
- Combining ISO 20000 with lean and Six Sigma
- Integrating with NIST and cybersecurity frameworks
- Harmonising audit schedules and documentation
- Reducing duplication across compliance programs
- Creating a unified governance model
- Reporting integrated performance to executives
Module 19: Real-World Implementation Projects - Project 1: Build a complete SLA suite for a financial service
- Project 2: Develop a change management process from scratch
- Project 3: Create a service catalogue for a healthcare provider
- Project 4: Map incident to problem to change workflow
- Project 5: Conduct a gap analysis for a retail IT department
- Project 6: Draft a service continuity plan for a logistics firm
- Project 7: Design a supplier performance dashboard
- Project 8: Develop an audit checklist for availability management
- Project 9: Implement a KEDB for a technology vendor
- Project 10: Prepare mock audit evidence for certification
Module 20: Career Development and Certification Next Steps - Navigating the ISO 20000 Practitioner and Lead Auditor path
- Preparing for accredited certification exams
- Building a professional portfolio with implementation proof
- Leveraging your Certificate of Completion in job searches
- Updating LinkedIn, CVs, and professional bios
- Using case studies to demonstrate impact
- Networking in ISO and ITSM communities
- Positioning yourself as a transformation leader
- Consulting opportunities post-certification mastery
- Accessing The Art of Service alumni resources and updates
- Defining the configuration management system (CMS)
- Creating and maintaining configuration items (CIs)
- Designing the configuration management database (CMDB)
- Ensuring data integrity and audit readiness
- Linking CIs to incidents, problems, and changes
- Managing CI relationships and dependencies
- Performing regular configuration audits
- Handling CI lifecycle: creation, update, retirement
- Integrating asset lifecycle into configuration practices
- Aligning software and hardware asset records
Module 10: Relationship and Supplier Management - Establishing supplier evaluation and selection criteria
- Negotiating service level agreements with vendors
- Managing supplier performance and KPIs
- Conducting regular supplier reviews
- Handling supplier contract compliance
- Integrating third parties into incident and change workflows
- Managing multi-supplier coordination
- Developing a supplier risk register
- Ensuring contingency plans for critical suppliers
- Building strategic partnerships beyond transactional models
Module 11: Resolution and Control Process Design - Integrating resolution workflows across teams
- Defining ownership and accountability for fixes
- Using diagnostic checklists and resolution trees
- Escalation procedures for unresolved issues
- Documenting solutions in knowledge management systems
- Leveraging analytics to predict recurring failures
- Reducing mean time to resolve (MTTR) systematically
- Aligning technical teams with service outcomes
- Automating manual diagnosis steps
- Validating resolution with stakeholders
Module 12: Service Measurement, Reporting, and KPIs - Selecting KPIs aligned with business objectives
- Defining SLA, OLAs, and process metrics
- Designing balanced scorecards for service units
- Collecting and validating performance data
- Automating report generation and distribution
- Analysing trends and identifying improvement areas
- Reporting to executives and audit bodies
- Using dashboards to visualise service health
- Ensuring data accuracy and audit trail integrity
- Aligning measurement with continual improvement
Module 13: Documentation and Compliance Requirements - Identifying mandatory documentation under ISO 20000
- Template library for policies, procedures, records
- Version control and document lifecycle management
- Ensuring documentation is accessible and secure
- Preparing for internal and external audits
- Using checklists to verify documentation completeness
- Aligning document structure with SMS scope
- Training staff on document usage and updates
- Conducting regular document reviews
- Archiving obsolete records with compliance
Module 14: Internal Audit and Readiness Assessment - Planning and scoping the internal audit program
- Selecting and training internal auditors
- Developing audit checklists based on ISO 20000 clauses
- Conducting process-specific audit interviews
- Gathering objective evidence from systems and logs
- Writing non-conformance and observation reports
- Using audit findings to improve processes
- Scheduling audit cycles and frequency
- Creating audit trail documentation
- Preparing for certification audit through mock audits
Module 15: Preparing for the Certification Audit - Selecting an accredited certification body
- Understanding the two-stage audit process
- Stage 1: Documentation review and readiness verification
- Stage 2: On-site audit and compliance validation
- Preparing audit evidence and records
- Assigning internal coordinators for audit support
- Conducting pre-audit walkthroughs
- Managing auditor access and documentation flow
- Handling non-conformances and corrective actions
- Negotiating audit findings and closure timelines
Module 16: Achieving and Maintaining Certification - Submitting for formal certification decision
- Receiving the ISO 20000 certificate
- Announcing certification internally and externally
- Understanding surveillance audit requirements
- Scheduling annual audits for recertification
- Managing changes to SMS scope post-certification
- Updating documentation for revised standards
- Conducting management review meetings
- Using client feedback to refine service delivery
- Maintaining culture of compliance and improvement
Module 17: Advanced Implementation Strategies - Scaling ISO 20000 across multiple business units
- Integrating with DevOps and agile service delivery
- Using ISO 20000 in cloud and hybrid environments
- Applying SMS principles to digital transformation
- Managing SMS in mergers and acquisitions
- Aligning service management with customer journey maps
- Enhancing customer experience through process design
- Embedding automation into ISO 20000 compliance
- Using AI for predictive service management
- Measuring ROI of service management initiatives
Module 18: Integration with Other Standards and Frameworks - Aligning ISO 20000 with ITIL 4 practices
- Mapping ISO 20000 to COBIT 2019 domains
- Integrating with ISO 27001 for security compliance
- Using ISO 9001 quality principles in service design
- Combining ISO 20000 with lean and Six Sigma
- Integrating with NIST and cybersecurity frameworks
- Harmonising audit schedules and documentation
- Reducing duplication across compliance programs
- Creating a unified governance model
- Reporting integrated performance to executives
Module 19: Real-World Implementation Projects - Project 1: Build a complete SLA suite for a financial service
- Project 2: Develop a change management process from scratch
- Project 3: Create a service catalogue for a healthcare provider
- Project 4: Map incident to problem to change workflow
- Project 5: Conduct a gap analysis for a retail IT department
- Project 6: Draft a service continuity plan for a logistics firm
- Project 7: Design a supplier performance dashboard
- Project 8: Develop an audit checklist for availability management
- Project 9: Implement a KEDB for a technology vendor
- Project 10: Prepare mock audit evidence for certification
Module 20: Career Development and Certification Next Steps - Navigating the ISO 20000 Practitioner and Lead Auditor path
- Preparing for accredited certification exams
- Building a professional portfolio with implementation proof
- Leveraging your Certificate of Completion in job searches
- Updating LinkedIn, CVs, and professional bios
- Using case studies to demonstrate impact
- Networking in ISO and ITSM communities
- Positioning yourself as a transformation leader
- Consulting opportunities post-certification mastery
- Accessing The Art of Service alumni resources and updates
- Integrating resolution workflows across teams
- Defining ownership and accountability for fixes
- Using diagnostic checklists and resolution trees
- Escalation procedures for unresolved issues
- Documenting solutions in knowledge management systems
- Leveraging analytics to predict recurring failures
- Reducing mean time to resolve (MTTR) systematically
- Aligning technical teams with service outcomes
- Automating manual diagnosis steps
- Validating resolution with stakeholders
Module 12: Service Measurement, Reporting, and KPIs - Selecting KPIs aligned with business objectives
- Defining SLA, OLAs, and process metrics
- Designing balanced scorecards for service units
- Collecting and validating performance data
- Automating report generation and distribution
- Analysing trends and identifying improvement areas
- Reporting to executives and audit bodies
- Using dashboards to visualise service health
- Ensuring data accuracy and audit trail integrity
- Aligning measurement with continual improvement
Module 13: Documentation and Compliance Requirements - Identifying mandatory documentation under ISO 20000
- Template library for policies, procedures, records
- Version control and document lifecycle management
- Ensuring documentation is accessible and secure
- Preparing for internal and external audits
- Using checklists to verify documentation completeness
- Aligning document structure with SMS scope
- Training staff on document usage and updates
- Conducting regular document reviews
- Archiving obsolete records with compliance
Module 14: Internal Audit and Readiness Assessment - Planning and scoping the internal audit program
- Selecting and training internal auditors
- Developing audit checklists based on ISO 20000 clauses
- Conducting process-specific audit interviews
- Gathering objective evidence from systems and logs
- Writing non-conformance and observation reports
- Using audit findings to improve processes
- Scheduling audit cycles and frequency
- Creating audit trail documentation
- Preparing for certification audit through mock audits
Module 15: Preparing for the Certification Audit - Selecting an accredited certification body
- Understanding the two-stage audit process
- Stage 1: Documentation review and readiness verification
- Stage 2: On-site audit and compliance validation
- Preparing audit evidence and records
- Assigning internal coordinators for audit support
- Conducting pre-audit walkthroughs
- Managing auditor access and documentation flow
- Handling non-conformances and corrective actions
- Negotiating audit findings and closure timelines
Module 16: Achieving and Maintaining Certification - Submitting for formal certification decision
- Receiving the ISO 20000 certificate
- Announcing certification internally and externally
- Understanding surveillance audit requirements
- Scheduling annual audits for recertification
- Managing changes to SMS scope post-certification
- Updating documentation for revised standards
- Conducting management review meetings
- Using client feedback to refine service delivery
- Maintaining culture of compliance and improvement
Module 17: Advanced Implementation Strategies - Scaling ISO 20000 across multiple business units
- Integrating with DevOps and agile service delivery
- Using ISO 20000 in cloud and hybrid environments
- Applying SMS principles to digital transformation
- Managing SMS in mergers and acquisitions
- Aligning service management with customer journey maps
- Enhancing customer experience through process design
- Embedding automation into ISO 20000 compliance
- Using AI for predictive service management
- Measuring ROI of service management initiatives
Module 18: Integration with Other Standards and Frameworks - Aligning ISO 20000 with ITIL 4 practices
- Mapping ISO 20000 to COBIT 2019 domains
- Integrating with ISO 27001 for security compliance
- Using ISO 9001 quality principles in service design
- Combining ISO 20000 with lean and Six Sigma
- Integrating with NIST and cybersecurity frameworks
- Harmonising audit schedules and documentation
- Reducing duplication across compliance programs
- Creating a unified governance model
- Reporting integrated performance to executives
Module 19: Real-World Implementation Projects - Project 1: Build a complete SLA suite for a financial service
- Project 2: Develop a change management process from scratch
- Project 3: Create a service catalogue for a healthcare provider
- Project 4: Map incident to problem to change workflow
- Project 5: Conduct a gap analysis for a retail IT department
- Project 6: Draft a service continuity plan for a logistics firm
- Project 7: Design a supplier performance dashboard
- Project 8: Develop an audit checklist for availability management
- Project 9: Implement a KEDB for a technology vendor
- Project 10: Prepare mock audit evidence for certification
Module 20: Career Development and Certification Next Steps - Navigating the ISO 20000 Practitioner and Lead Auditor path
- Preparing for accredited certification exams
- Building a professional portfolio with implementation proof
- Leveraging your Certificate of Completion in job searches
- Updating LinkedIn, CVs, and professional bios
- Using case studies to demonstrate impact
- Networking in ISO and ITSM communities
- Positioning yourself as a transformation leader
- Consulting opportunities post-certification mastery
- Accessing The Art of Service alumni resources and updates
- Identifying mandatory documentation under ISO 20000
- Template library for policies, procedures, records
- Version control and document lifecycle management
- Ensuring documentation is accessible and secure
- Preparing for internal and external audits
- Using checklists to verify documentation completeness
- Aligning document structure with SMS scope
- Training staff on document usage and updates
- Conducting regular document reviews
- Archiving obsolete records with compliance
Module 14: Internal Audit and Readiness Assessment - Planning and scoping the internal audit program
- Selecting and training internal auditors
- Developing audit checklists based on ISO 20000 clauses
- Conducting process-specific audit interviews
- Gathering objective evidence from systems and logs
- Writing non-conformance and observation reports
- Using audit findings to improve processes
- Scheduling audit cycles and frequency
- Creating audit trail documentation
- Preparing for certification audit through mock audits
Module 15: Preparing for the Certification Audit - Selecting an accredited certification body
- Understanding the two-stage audit process
- Stage 1: Documentation review and readiness verification
- Stage 2: On-site audit and compliance validation
- Preparing audit evidence and records
- Assigning internal coordinators for audit support
- Conducting pre-audit walkthroughs
- Managing auditor access and documentation flow
- Handling non-conformances and corrective actions
- Negotiating audit findings and closure timelines
Module 16: Achieving and Maintaining Certification - Submitting for formal certification decision
- Receiving the ISO 20000 certificate
- Announcing certification internally and externally
- Understanding surveillance audit requirements
- Scheduling annual audits for recertification
- Managing changes to SMS scope post-certification
- Updating documentation for revised standards
- Conducting management review meetings
- Using client feedback to refine service delivery
- Maintaining culture of compliance and improvement
Module 17: Advanced Implementation Strategies - Scaling ISO 20000 across multiple business units
- Integrating with DevOps and agile service delivery
- Using ISO 20000 in cloud and hybrid environments
- Applying SMS principles to digital transformation
- Managing SMS in mergers and acquisitions
- Aligning service management with customer journey maps
- Enhancing customer experience through process design
- Embedding automation into ISO 20000 compliance
- Using AI for predictive service management
- Measuring ROI of service management initiatives
Module 18: Integration with Other Standards and Frameworks - Aligning ISO 20000 with ITIL 4 practices
- Mapping ISO 20000 to COBIT 2019 domains
- Integrating with ISO 27001 for security compliance
- Using ISO 9001 quality principles in service design
- Combining ISO 20000 with lean and Six Sigma
- Integrating with NIST and cybersecurity frameworks
- Harmonising audit schedules and documentation
- Reducing duplication across compliance programs
- Creating a unified governance model
- Reporting integrated performance to executives
Module 19: Real-World Implementation Projects - Project 1: Build a complete SLA suite for a financial service
- Project 2: Develop a change management process from scratch
- Project 3: Create a service catalogue for a healthcare provider
- Project 4: Map incident to problem to change workflow
- Project 5: Conduct a gap analysis for a retail IT department
- Project 6: Draft a service continuity plan for a logistics firm
- Project 7: Design a supplier performance dashboard
- Project 8: Develop an audit checklist for availability management
- Project 9: Implement a KEDB for a technology vendor
- Project 10: Prepare mock audit evidence for certification
Module 20: Career Development and Certification Next Steps - Navigating the ISO 20000 Practitioner and Lead Auditor path
- Preparing for accredited certification exams
- Building a professional portfolio with implementation proof
- Leveraging your Certificate of Completion in job searches
- Updating LinkedIn, CVs, and professional bios
- Using case studies to demonstrate impact
- Networking in ISO and ITSM communities
- Positioning yourself as a transformation leader
- Consulting opportunities post-certification mastery
- Accessing The Art of Service alumni resources and updates
- Selecting an accredited certification body
- Understanding the two-stage audit process
- Stage 1: Documentation review and readiness verification
- Stage 2: On-site audit and compliance validation
- Preparing audit evidence and records
- Assigning internal coordinators for audit support
- Conducting pre-audit walkthroughs
- Managing auditor access and documentation flow
- Handling non-conformances and corrective actions
- Negotiating audit findings and closure timelines
Module 16: Achieving and Maintaining Certification - Submitting for formal certification decision
- Receiving the ISO 20000 certificate
- Announcing certification internally and externally
- Understanding surveillance audit requirements
- Scheduling annual audits for recertification
- Managing changes to SMS scope post-certification
- Updating documentation for revised standards
- Conducting management review meetings
- Using client feedback to refine service delivery
- Maintaining culture of compliance and improvement
Module 17: Advanced Implementation Strategies - Scaling ISO 20000 across multiple business units
- Integrating with DevOps and agile service delivery
- Using ISO 20000 in cloud and hybrid environments
- Applying SMS principles to digital transformation
- Managing SMS in mergers and acquisitions
- Aligning service management with customer journey maps
- Enhancing customer experience through process design
- Embedding automation into ISO 20000 compliance
- Using AI for predictive service management
- Measuring ROI of service management initiatives
Module 18: Integration with Other Standards and Frameworks - Aligning ISO 20000 with ITIL 4 practices
- Mapping ISO 20000 to COBIT 2019 domains
- Integrating with ISO 27001 for security compliance
- Using ISO 9001 quality principles in service design
- Combining ISO 20000 with lean and Six Sigma
- Integrating with NIST and cybersecurity frameworks
- Harmonising audit schedules and documentation
- Reducing duplication across compliance programs
- Creating a unified governance model
- Reporting integrated performance to executives
Module 19: Real-World Implementation Projects - Project 1: Build a complete SLA suite for a financial service
- Project 2: Develop a change management process from scratch
- Project 3: Create a service catalogue for a healthcare provider
- Project 4: Map incident to problem to change workflow
- Project 5: Conduct a gap analysis for a retail IT department
- Project 6: Draft a service continuity plan for a logistics firm
- Project 7: Design a supplier performance dashboard
- Project 8: Develop an audit checklist for availability management
- Project 9: Implement a KEDB for a technology vendor
- Project 10: Prepare mock audit evidence for certification
Module 20: Career Development and Certification Next Steps - Navigating the ISO 20000 Practitioner and Lead Auditor path
- Preparing for accredited certification exams
- Building a professional portfolio with implementation proof
- Leveraging your Certificate of Completion in job searches
- Updating LinkedIn, CVs, and professional bios
- Using case studies to demonstrate impact
- Networking in ISO and ITSM communities
- Positioning yourself as a transformation leader
- Consulting opportunities post-certification mastery
- Accessing The Art of Service alumni resources and updates
- Scaling ISO 20000 across multiple business units
- Integrating with DevOps and agile service delivery
- Using ISO 20000 in cloud and hybrid environments
- Applying SMS principles to digital transformation
- Managing SMS in mergers and acquisitions
- Aligning service management with customer journey maps
- Enhancing customer experience through process design
- Embedding automation into ISO 20000 compliance
- Using AI for predictive service management
- Measuring ROI of service management initiatives
Module 18: Integration with Other Standards and Frameworks - Aligning ISO 20000 with ITIL 4 practices
- Mapping ISO 20000 to COBIT 2019 domains
- Integrating with ISO 27001 for security compliance
- Using ISO 9001 quality principles in service design
- Combining ISO 20000 with lean and Six Sigma
- Integrating with NIST and cybersecurity frameworks
- Harmonising audit schedules and documentation
- Reducing duplication across compliance programs
- Creating a unified governance model
- Reporting integrated performance to executives
Module 19: Real-World Implementation Projects - Project 1: Build a complete SLA suite for a financial service
- Project 2: Develop a change management process from scratch
- Project 3: Create a service catalogue for a healthcare provider
- Project 4: Map incident to problem to change workflow
- Project 5: Conduct a gap analysis for a retail IT department
- Project 6: Draft a service continuity plan for a logistics firm
- Project 7: Design a supplier performance dashboard
- Project 8: Develop an audit checklist for availability management
- Project 9: Implement a KEDB for a technology vendor
- Project 10: Prepare mock audit evidence for certification
Module 20: Career Development and Certification Next Steps - Navigating the ISO 20000 Practitioner and Lead Auditor path
- Preparing for accredited certification exams
- Building a professional portfolio with implementation proof
- Leveraging your Certificate of Completion in job searches
- Updating LinkedIn, CVs, and professional bios
- Using case studies to demonstrate impact
- Networking in ISO and ITSM communities
- Positioning yourself as a transformation leader
- Consulting opportunities post-certification mastery
- Accessing The Art of Service alumni resources and updates
- Project 1: Build a complete SLA suite for a financial service
- Project 2: Develop a change management process from scratch
- Project 3: Create a service catalogue for a healthcare provider
- Project 4: Map incident to problem to change workflow
- Project 5: Conduct a gap analysis for a retail IT department
- Project 6: Draft a service continuity plan for a logistics firm
- Project 7: Design a supplier performance dashboard
- Project 8: Develop an audit checklist for availability management
- Project 9: Implement a KEDB for a technology vendor
- Project 10: Prepare mock audit evidence for certification