A tailored course, built for your situation
Mastering ISO 20000 for Senior Banking Risk and Compliance Leaders
Build auditable, repeatable service management systems that stand up to regulator scrutiny the first time
$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.
Avoid rework on compliance deliverables that should have passed first time
The situation this course is for
High-performing consultants still lose cycles to audit revisions because artifacts lack precision at the control level
Who this is for
Senior risk and compliance leader in financial services consulting, focused on operational resilience and audit readiness
Who this is not for
Junior staff learning ISO 20000 basics, or practitioners outside regulated financial services
What you walk away with
- Produce ISO 20000 control documentation that passes internal review without revision loops
- Apply pre-vetted templates for SoD, change management logs, and service level agreements
- Reference real-world examples from global banking compliance efforts
- Structure audit narratives that preempt common follow-up questions
- Deliver consistently polished outputs across engagement types
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Financial Services
Map the standard's clauses to banking-specific service delivery models and risk tolerances.
12 chapters in this module
- Service management scope in banking
- Regulatory overlap with Basel and DORA
- Control intent vs. implementation depth
- Risk-based prioritization of clauses
- Gap assessment for existing frameworks
- Stakeholder alignment checklist
- Service catalog design principles
- Version control for compliance artifacts
- Change freeze protocols
- Document retention for audits
- Role-based access to control evidence
- Audit trail requirements
Module 2. Service Level Management Under ISO 20000
Design SLAs that meet both operational reality and audit defensibility.
12 chapters in this module
- SLA benchmarking in core banking
- Uptime commitments for payment systems
- Penalty clause avoidance strategies
- SLM reporting frequency standards
- Customer-facing vs. internal SLAs
- Escalation thresholds
- Breach documentation protocols
- SLA review cycles
- Third-party dependency mapping
- Capacity planning inputs
- Performance trend tracking
- SLM audit evidence kit
Module 3. Incident Management That Stands Up to Scrutiny
Structure incident records to satisfy both operations and compliance reviewers.
12 chapters in this module
- Incident vs. problem classification
- Tiered response time standards
- Major incident declaration criteria
- Root cause analysis rigor
- Workaround documentation
- Post-mortem inclusion in evidence
- Linking incidents to control gaps
- Trend reporting for auditors
- SLA impact logging
- Cross-border notification rules
- Regulator escalation triggers
- Incident archive format
Module 4. Configuration Management Best Practices
Build CMDBs that support both availability and compliance validation.
12 chapters in this module
- CI ownership assignment
- Relationship mapping standards
- Version history tracking
- Automated discovery integration
- Manual override protocols
- Baseline comparison frequency
- Change impact analysis steps
- Decommissioning documentation
- Access control for edits
- Audit snapshot timing
- CMDB reconciliation reports
- Tool interoperability constraints
Module 5. Change Management for Regulated Environments
Execute changes that meet ISO 20000 while maintaining banking system integrity.
12 chapters in this module
- Standard change pre-approval
- Emergency change tracking
- CAB composition rules
- Post-implementation review timing
- Rollback plan requirements
- Change record completeness
- Backout success metrics
- Change freeze periods
- Segregation of duties checks
- Vendor change oversight
- Patch management alignment
- Change success rate benchmarks
Module 6. Problem Management and Root Cause Depth
Drive issues to resolution with documentation that satisfies compliance reviewers.
12 chapters in this module
- Problem identification triggers
- Kepner-Tregoe application
- Fishbone diagram standards
- Five whys rigor level
- Permanent fix validation
- Known error database use
- Workaround expiry tracking
- Trend-based problem identification
- Cross-system causality mapping
- Vendor accountability logging
- Regulator-facing summary format
- Problem closure criteria
Module 7. Service Continuity in Banking Contexts
Align disaster recovery plans with ISO 20000 and financial sector expectations.
12 chapters in this module
- Recovery time objective setting
- Geographic redundancy needs
- Critical function prioritization
- Third-party recovery dependencies
- Test frequency standards
- Test result documentation
- Failover communication plan
- Customer notification protocols
- Regulatory reporting triggers
- Recovery success metrics
- Alternate site readiness
- Business continuity vs. IT recovery
Module 8. Supplier Management Under ISO 20000
Oversee vendors with evidence trails that protect your firm during audits.
12 chapters in this module
- Supplier risk classification
- Contractual SLA enforcement
- Performance review documentation
- Right-to-audit clauses
- Subcontractor oversight
- Transition planning
- Penalty enforcement records
- Supplier issue escalation
- Independent assessment use
- Due diligence frequency
- Onboarding checklists
- Exit audit requirements
Module 9. Information Security Coordination
Align ISO 20000 with ISO 27001 controls without duplication.
12 chapters in this module
- Access control overlap
- Encryption standard mapping
- Log retention alignment
- Incident handoff protocols
- User provisioning sync
- Security audit coordination
- Risk treatment plan interface
- Asset inventory reconciliation
- Vulnerability scanning overlap
- Patch management coordination
- Security awareness linkage
- Third-party security validation
Module 10. Capacity and Performance Management
Document planning activities that demonstrate proactive system governance.
12 chapters in this module
- Baseline establishment
- Trend analysis methods
- Bottleneck identification
- Forecasting accuracy tracking
- Resource utilization targets
- Peak load testing
- Capacity plan review cycle
- Modeling assumptions documentation
- Vendor capacity commitments
- SLA impact analysis
- Cost vs. performance tradeoffs
- Audit evidence for planning
Module 11. Audit Preparation and Evidence Packaging
Compile documentation that passes first-time review with minimal back-and-forth.
12 chapters in this module
- Evidence completeness checklist
- Control mapping format
- Sampling methodology
- Interview prep materials
- Common deficiency preemption
- Evidence indexing
- Version-controlled document sets
- Cross-reference matrix
- Stakeholder sign-off collection
- Audit trail alignment
- Gap remediation tracking
- Post-audit follow-up process
Module 12. Continuous Improvement That Matters
Drive service changes that enhance both operations and compliance posture.
12 chapters in this module
- CSI register maintenance
- Improvement opportunity identification
- Cost-benefit analysis standard
- Stakeholder approval workflow
- Implementation tracking
- Success measurement
- Lessons learned capture
- Trend-based initiative triggers
- Benchmarking updates
- Regulator feedback incorporation
- Maturity model advancement
- ROI calculation for improvements
How this maps to your situation
- First-time audit approval
- Multi-jurisdiction compliance
- Regulator-facing deliverables
- Cross-functional coordination
Before vs. after
Before
Deliverables require multiple revision loops to meet audit standards
After
Outputs are polished, accurate, and defensible the first time around
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 3 hours per module, designed for completion within 6 weeks
If nothing changes
Ongoing rework on compliance artifacts erodes margin and delays engagement closure
How this compares to the alternatives
Generic ISO 20000 courses lack banking-specific examples and audit-grade templates, this course delivers both.
Frequently asked
Who is this course for?
Senior risk and compliance consultants in financial services who deliver ISO 20000-aligned work.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is this focused on technical or managerial aspects?
Balanced for consultants who must deliver technically sound, managerially defensible outputs.
$199 one-time. Approximately 3 hours per module, designed for completion within 6 weeks.
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