A tailored course, built for your situation
Direct Influence Over Service Management Decisions with ISO 20000
Turn ISO 20000 mastery into expanded decision rights in your current role
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Who this is for
Senior engineering practitioner in a large-scale tech environment managing service delivery and operational workflows
Who this is not for
Entry-level technicians, compliance auditors without technical ownership, or practitioners focused solely on non-technical governance tracks
What you walk away with
- Own end-to-end service management decisions under ISO 20000 without escalation
- Design and sign off on SLAs, incident workflows, and change control processes
- Become the internal reference for service management standardization
- Lead ISO 20000 audits with confidence using pre-built, reusable documentation
- Drive cross-functional alignment across SRE, support, and platform teams
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Modern Engineering
Establish the core principles of ISO 20000 and how they apply to cloud-native environments, DevOps workflows, and continuous delivery pipelines.
12 chapters in this module
- What ISO 20000 actually governs
- Service lifecycle stages defined
- Integration with SRE principles
- Mapping to platform engineering
- Key roles and responsibilities
- How ISO 20000 differs from ISO 27001
- Scope definition for large systems
- Boundary setting in microservices
- Ownership vs stewardship
- Documentation depth levels
- Audit expectations by tier
- Common misconceptions debunked
Module 2. Service Catalog Design and Governance
Build a living service catalog that aligns with ISO 20000 requirements and scales with infrastructure complexity.
12 chapters in this module
- Identifying core service assets
- Ownership tagging strategy
- Versioning service records
- Dynamic catalog updates
- Integrating with CMDB
- Access control design
- Approval workflows
- Naming conventions standard
- Lifecycle state tracking
- Discovery automation paths
- Cross-team visibility rules
- Audit trail configuration
Module 3. Incident Management to ISO 20000 Standards
Design incident resolution workflows that satisfy compliance while maintaining engineering agility.
12 chapters in this module
- Classification schema setup
- Priority matrix design
- Escalation path mapping
- Resolution time benchmarking
- Post-incident review integration
- Root cause documentation
- Automated ticketing rules
- Cross-team handoff design
- External vendor inclusion
- Knowledge base linking
- Feedback to development
- Metrics for continuous review
Module 4. Change Management and Advisory Board Leadership
Own the change advisory board process and drive ISO 20000-compliant change control without process drag.
12 chapters in this module
- Change types classification
- Standard change identification
- Emergency change protocol
- CAB meeting structure
- Voting rights definition
- Risk scoring model
- Automated approvals setup
- Rollback plan requirements
- Cross-functional quorum
- Documentation completeness
- Audit trail retention
- Change freeze policy
Module 5. Service Level Agreements and Reporting
Design enforceable SLAs that reflect real system performance and satisfy audit requirements.
12 chapters in this module
- SLA vs SLO vs SLI distinction
- Uptime target setting
- Exclusion clause design
- Measurement methodology
- Reporting cadence setup
- Stakeholder notification
- Breach handling process
- Remediation tracking
- Multi-region considerations
- Third-party dependency
- Legal enforceability check
- Review and update cycle
Module 6. Configuration Management Best Practices
Implement ISO 20000-compliant configuration management that supports both compliance and engineering velocity.
12 chapters in this module
- CMDB scope definition
- CI identification rules
- Ownership assignment logic
- Relationship mapping
- Sync with IaC tools
- Change detection alerts
- Access logging setup
- Version history tracking
- Decommission process
- Naming standardization
- Audit readiness check
- Data accuracy verification
Module 7. Problem Management Integration
Link problem management to incident data and drive corrective actions under ISO 20000 framework.
12 chapters in this module
- Trigger conditions for problem
- Incident clustering logic
- Root cause analysis tools
- Workaround documentation
- Permanent fix tracking
- Knowledge transfer design
- Cross-team ownership
- Trend analysis setup
- Preventive action planning
- Link to change management
- Resolution validation
- Closure criteria
Module 8. Release and Deployment Control
Align release processes with ISO 20000 while maintaining CI/CD velocity and test automation.
12 chapters in this module
- Release types classification
- Build approval workflow
- Environment promotion
- Rollback strategy
- Deployment window rules
- Stakeholder notification
- Automated gate design
- Compliance checklist
- Post-release review
- Version tracking
- Patch management
- Emergency release path
Module 9. Supplier Management Under ISO 20000
Manage third-party vendors and cloud providers within ISO 20000 compliance boundaries.
12 chapters in this module
- Vendor categorization
- Contract clause mapping
- Performance monitoring
- Audit rights negotiation
- Subprocessor oversight
- Data handling rules
- Incident response inclusion
- Access revocation process
- Compliance attestation
- Risk reassessment cycle
- Exit planning
- Shared responsibility model
Module 10. Internal Audit and Readiness Preparation
Lead internal audits and prepare for external assessments with confidence.
12 chapters in this module
- Audit scope definition
- Control selection
- Evidence collection path
- Interview preparation
- Gap identification
- Remediation tracking
- Checklist automation
- Evidence versioning
- Cross-team coordination
- Timeline management
- Reporting to leadership
- Lessons learned archive
Module 11. Continuous Service Improvement
Drive measurable enhancements within ISO 20000’s improvement cycle framework.
12 chapters in this module
- CSI register setup
- KPI selection
- Baseline measurement
- Improvement proposal
- Stakeholder buy-in
- Pilot design
- Rollout planning
- Impact assessment
- Feedback integration
- Success metrics
- Iteration planning
- Documentation update
Module 12. Operationalizing ISO 20000 at Scale
Embed ISO 20000 into daily operations across multiple teams and systems.
12 chapters in this module
- Change management integration
- Toolchain alignment
- Training rollout
- Role-based access
- Ongoing compliance check
- Leadership reporting
- Audit simulation
- Cross-functional working group
- Policy refresh cycle
- Feedback to framework
- Scaling to new domains
- Ownership transition planning
How this maps to your situation
- Designing a new service workflow
- Leading a cross-functional incident review
- Negotiating SLAs with product teams
- Preparing for an internal compliance audit
Before vs. after
Before
Service management decisions require escalation, cross-team alignment is slow, and audit preparation is reactive.
After
You own service workflows, lead change decisions, and maintain continuous compliance with ISO 20000 as a matter of practice.
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 to be completed at your pace over 6-8 weeks.
How this compares to the alternatives
Unlike generic compliance courses, this program is tailored to senior engineers who need to expand their mandate without changing roles , focusing on real-world implementation, not theory.
Frequently asked
Who is this course for?
Senior engineering practitioners who lead or influence service management in complex environments and want to own ISO 20000 decisions without escalation.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this apply to cloud-native environments?
Yes , the course focuses on ISO 20000 implementation in cloud, microservices, and DevOps contexts, not just traditional IT.
$199 one-time. Approximately 3 hours per module, designed to be completed at your pace over 6-8 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