A tailored course, built for your situation
Mastering ISO 20000 for Deputy Team Leaders in Managed Services
Build frictionless service delivery systems that pass auditor 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.
Stop reworking service reports before auditor deadlines
The situation this course is for
Service review cycles consume disproportionate effort due to inconsistent documentation, reactive updates, and cross-functional evidence chasing, all of which erode team capacity and erode confidence in delivery timelines.
Who this is for
Deputy Team Leader in a large managed services provider under EU regulatory scrutiny; owns internal coordination, evidence collection, and readiness for audit cycles; accountable for clean service delivery reports.
Who this is not for
IC-only practitioners without team coordination duties, auditors themselves, or leaders outside managed IT services delivery.
What you walk away with
- Produce auditor-ready service documentation on first submission
- Standardize evidence collection across service teams
- Reduce rework cycles by aligning team output with ISO 20000 control logic
- Build internal confidence in service delivery narratives
- Increase team bandwidth by eliminating last-minute scrambles
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope Boundaries
Define what falls inside and outside your service management system to prevent scope creep and misalignment during audits.
12 chapters in this module
- Identifying core service components under ISO 20000 scope
- Mapping service catalog entries to control requirements
- Distinguishing between support processes and core services
- How service level agreements trigger control obligations
- Exclusion justification rules for non-applicable clauses
- Documenting scope decisions for auditor review
- Common scope traps in multi-vendor environments
- Aligning scope with client contract obligations
- Internal communication plan for scope boundaries
- Maintaining scope consistency across reporting cycles
- Updating scope without invalidating prior evidence
- Auditor expectations for scope documentation
Module 2. Service Management Policy Framework
Build a defensible, reusable policy core that satisfies ISO 20000 requirements and aligns with organizational governance.
12 chapters in this module
- Crafting a service management policy that meets clause 5.2
- Leadership commitment language auditors accept
- Version control and approval workflows for policies
- Annual review cycle best practices
- Linking policy to operational controls
- Avoiding overreach in policy statements
- Policy distribution and attestation tracking
- Handling policy exceptions transparently
- Integrating new regulations into policy updates
- Using policy as a communication tool across teams
- Auditor questions to anticipate on policy
- Documenting review outcomes and action items
Module 3. Designing Service Level Agreements
Create SLAs that are enforceable, measurable, and aligned with ISO 20000 evidence requirements.
12 chapters in this module
- Selecting KPIs that align with service objectives
- Defining measurement methods for each SLA metric
- Setting realistic targets based on historical data
- Documenting exceptions and special circumstances
- Change management for SLA adjustments
- Reporting templates for SLA performance
- Handling missed SLAs without escalation
- Linking SLAs to incident and problem management
- Client-facing vs internal SLA distinctions
- Review cycles for SLA relevance and accuracy
- Auditor focus areas in SLA documentation
- Evidence collection plan for SLA compliance
Module 4. Incident Management Process Design
Structure incident handling to ensure traceability, resolution efficiency, and compliance readiness.
12 chapters in this module
- Defining incident categories and priorities
- Setting response and resolution time objectives
- Role assignment for incident handling
- Integration with monitoring tools
- Incident logging requirements for auditors
- Major incident escalation paths
- Post-incident review timing and attendees
- Root cause classification standards
- Linking incidents to known errors
- Reporting on incident trends and resolutions
- Evidence retention rules for incident records
- Auditor access protocols for incident data
Module 5. Problem Management Integration
Ensure problem management closes loops from incidents while meeting ISO 20000 audit expectations.
12 chapters in this module
- Triggering problem records from incident clusters
- Defining root cause analysis methods
- Categorizing known errors and workarounds
- Linking problems to changes and releases
- Problem prioritization based on impact
- Problem review meeting frequency and attendees
- Maintaining the known error database
- Problem resolution reporting metrics
- Integration with knowledge management
- Auditor questions about problem resolution
- Documenting temporary fixes and risks
- Tracking permanent solution implementation
Module 6. Change Management Control Logic
Implement a change process that ensures stability, accountability, and compliance without slowing delivery.
12 chapters in this module
- Change categorization: standard, normal, emergency
- Change advisory board composition and roles
- Risk assessment for proposed changes
- Documentation requirements for each change type
- Approval workflows aligned with risk level
- Post-implementation review expectations
- Emergency change tracking and justification
- Linking changes to incidents and problems
- Change schedule communication plan
- Reporting on change success and failure rates
- Evidence preservation for auditor access
- Common change management audit findings
Module 7. Configuration Management System Setup
Build a reliable configuration management database that supports change, incident, and audit needs.
12 chapters in this module
- Identifying configuration items in scope
- Defining CI attributes and relationships
- Choosing discovery and update methods
- Access control for CMDB updates
- Baseline creation and maintenance
- CMDB integration with other service tools
- Audit trails for CI modifications
- Reconciliation with physical inventory
- Reporting on CMDB accuracy and completeness
- Handling decommissioned CIs
- Documentation standards for CMDB
- Auditor expectations for configuration data
Module 8. Release and Deployment Planning
Coordinate releases to minimize risk while maintaining compliance with ISO 20000 control expectations.
12 chapters in this module
- Release types and frequency decisions
- Release plan documentation requirements
- Backout strategy development
- Stakeholder communication plan
- Testing and validation steps
- Deployment window coordination
- Post-release review process
- Linking releases to changes and problems
- Release packaging and version control
- Reporting on release success metrics
- Evidence collection for audit trail
- Auditor focus areas in release records
Module 9. Service Continuity Readiness
Ensure service continuity plans are actionable, tested, and aligned with ISO 20000 requirements.
12 chapters in this module
- Identifying critical services for continuity
- Recovery time and point objectives
- Resource requirements for fallback scenarios
- Plan development and approval process
- Training staff on continuity roles
- Testing frequency and scenario design
- Post-test review and update cycle
- Integration with business continuity planning
- Client communication during incidents
- Documentation standards for auditors
- Evidence of test participation and results
- Handling plan updates after changes
Module 10. Supplier Management Oversight
Manage third-party dependencies to maintain service quality and audit readiness.
12 chapters in this module
- Defining supplier roles and responsibilities
- Contractual service level requirements
- Performance monitoring and review process
- Handling supplier underperformance
- Integration with incident and change management
- Risk assessment for supplier relationships
- Subcontractor oversight responsibilities
- Auditor review of supplier contracts
- Documentation of supplier reviews
- Escalation paths for supplier issues
- Evidence retention for supplier management
- Aligning supplier timelines with internal cycles
Module 11. Internal Audit Preparation
Prepare for ISO 20000 audits with confidence by aligning team output with auditor expectations.
12 chapters in this module
- Internal audit schedule planning
- Auditor independence and selection
- Checklist development based on clauses
- Evidence collection workflow
- Pre-audit team briefing
- Handling audit findings and nonconformities
- Corrective action tracking
- Reporting audit results to management
- Follow-up on closed actions
- Documenting audit trail completeness
- Common pre-audit rework triggers
- Building auditor confidence through consistency
Module 12. Continuous Improvement Execution
Drive service improvement that meets ISO 20000 standards and delivers real operational value.
12 chapters in this module
- Identifying improvement opportunities
- Prioritization based on impact and effort
- Setting measurable improvement goals
- Assigning ownership and timelines
- Tracking progress transparently
- Integration with service review meetings
- Documenting improvement outcomes
- Linking improvements to customer feedback
- Reporting on improvement program success
- Auditor review of improvement records
- Maintaining momentum across cycles
- Scaling improvements across service lines
How this maps to your situation
- Managing service delivery under regulatory scrutiny
- Leading cross-functional teams in audit preparation
- Delivering clean, defensible reports under cycle pressure
- Ensuring continuity between policy and execution
Before vs. after
Before
Service review packages require last-minute rework, evidence collection is reactive, and team bandwidth is consumed by audit prep cycles.
After
Your team produces auditor-ready service reports the first time, with standardized evidence, clear ownership, and proven compliance.
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 90 minutes of focused reading, plus optional deep dives via templates and examples.
If nothing changes
Continuing with inconsistent documentation increases rework cycles, strains team capacity, and raises exposure during regulatory scrutiny.
How this compares to the alternatives
Generic ISO 20000 overviews lack role-specific guidance; public training courses don't address deputy-level coordination challenges; consultants are costly and inconsistent. This course delivers targeted, reusable knowledge tailored to managed services team leaders.
Frequently asked
Is this course aligned with the latest ISO 20000 revisions?
Yes, the course covers ISO/IEC 20000-1:the current cycle control requirements and current auditor expectations.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I share the templates with my team?
Yes, all templates and examples are licensed for internal team use.
$199 one-time. Approximately 90 minutes of focused reading, plus optional deep dives via templates and examples..
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