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Become the Go To Practitioner for ISO 20000 Implementation and Support

$199.00
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A tailored course, built for your situation

Become the Go To Practitioner for ISO 20000 Implementation and Support

Position yourself as the internal expert on service management with a battle-tested ISO 20000 playbook

$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

Mid-level data and service management practitioner focused on compliance, process integrity, and cross-functional execution within regulated IT service environments

Who this is not for

Those looking for executive summary overviews or high-level compliance theory without implementation detail

What you walk away with

  • Recognized internally as the first contact for ISO 20000 interpretation and application
  • Produce service management documentation that aligns with ISO 20000 requirements on first pass
  • Lead internal teams through audit readiness cycles with confidence and structure
  • Reference real-world implementation examples when adapting the framework to new projects
  • Accelerate stakeholder buy-in by speaking confidently to control design and evidence collection

The 12 modules (with all 144 chapters)

Module 1. Foundation of ISO 20000 and Its Role in Modern Service Management
Establish a clear understanding of ISO 20000's structure, scope, and relationship to other frameworks like ITIL and COBIT. Learn how it creates value in regulated service delivery environments.
12 chapters in this module
  1. What ISO 20000 solves
  2. Core clauses explained
  3. Service management system overview
  4. Integration with ITIL
  5. COBIT alignment points
  6. Service lifecycle mapping
  7. Key roles in implementation
  8. Document hierarchy
  9. Evidence requirements
  10. Audit entry points
  11. Change control linkage
  12. Performance metrics framework
Module 2. Scoping the Service Management System
Learn how to define boundaries and applicability for ISO 20000 with precision, avoiding overreach or under-inclusion in audits.
12 chapters in this module
  1. Defining service boundaries
  2. Identifying managed processes
  3. Service catalog linkage
  4. Exclusion justification
  5. Stakeholder mapping
  6. Scope statement template
  7. Boundary validation
  8. Change impact rules
  9. Version control for scope
  10. Audit readiness check
  11. Cross-team alignment
  12. Sign-off workflow
Module 3. Leadership Commitment and Organizational Context
Document leadership engagement in a way that satisfies ISO 20000 without overburdening executives.
12 chapters in this module
  1. Context of the organization
  2. Internal and external issues
  3. Interested parties
  4. Relevant requirements
  5. Leadership responsibilities
  6. Commitment evidence
  7. Policy development
  8. Roles and authorities
  9. Accountability mapping
  10. Resource identification
  11. Improvement objectives
  12. Policy communication
Module 4. Service Management Policy and Objectives
Build policies that are both compliant and actionable, tied directly to measurable service outcomes.
12 chapters in this module
  1. Policy intent definition
  2. Stakeholder alignment
  3. Document structure
  4. Approval workflow
  5. Version control
  6. Distribution plan
  7. Review frequency
  8. Objective setting
  9. KPI linkage
  10. Progress tracking
  11. Adjustment triggers
  12. Audit reference
Module 5. Risk-Based Thinking and Planning
Apply risk assessment to service management planning with documented outputs that satisfy auditors.
12 chapters in this module
  1. Risk identification
  2. Impact assessment
  3. Likelihood scoring
  4. Risk register structure
  5. Treatment options
  6. Mitigation tracking
  7. Escalation paths
  8. Opportunity capture
  9. Review cadence
  10. Integration with change
  11. Audit trail
  12. Evidence retention
Module 6. Service Design and Transition
Ensure new or changed services meet ISO 20000 requirements before go-live.
12 chapters in this module
  1. Design control
  2. Change lifecycle
  3. Service acceptance
  4. Documentation standards
  5. Knowledge transfer
  6. Test validation
  7. Stakeholder review
  8. Rollback planning
  9. Release coordination
  10. Post-implementation review
  11. Performance baseline
  12. Compliance check
Module 7. Service Delivery Processes
Operationalize service request, incident, problem, and change management under ISO 20000.
12 chapters in this module
  1. Service request handling
  2. Incident classification
  3. Priority rules
  4. Problem escalation
  5. Known error database
  6. Change types
  7. Standard changes
  8. Emergency process
  9. SLA tracking
  10. Service level reporting
  11. Availability planning
  12. Capacity management
Module 8. Supplier Management and External Dependencies
Manage third-party relationships with ISO 20000 compliance in mind.
12 chapters in this module
  1. Supplier selection
  2. Contract alignment
  3. Performance monitoring
  4. SLA enforcement
  5. Audit rights
  6. Risk assessment
  7. Due diligence
  8. Subcontractor control
  9. Termination planning
  10. Relationship review
  11. Escalation process
  12. Compliance verification
Module 9. Performance Evaluation and Monitoring
Set up dashboards and reporting that feed into continual improvement.
12 chapters in this module
  1. KPI definition
  2. Data collection
  3. Trend analysis
  4. Performance review
  5. Management reporting
  6. Stakeholder feedback
  7. Service review meetings
  8. Escalation triggers
  9. Corrective action
  10. Preventive planning
  11. Audit input
  12. Benchmarking
Module 10. Internal Audit and Conformity Assessment
Prepare for and conduct internal audits that identify real gaps.
12 chapters in this module
  1. Audit planning
  2. Checklist design
  3. Evidence collection
  4. Interview techniques
  5. Finding classification
  6. Report drafting
  7. Management review
  8. Corrective action
  9. Follow-up timing
  10. Audit calendar
  11. Competency requirements
  12. Independence rules
Module 11. Nonconformity and Corrective Action
Turn findings into structured improvements with traceable outcomes.
12 chapters in this module
  1. Finding logging
  2. Root cause analysis
  3. Action planning
  4. Owner assignment
  5. Due date tracking
  6. Effectiveness check
  7. Closure criteria
  8. Trend analysis
  9. Prevention planning
  10. Documentation standards
  11. Escalation rules
  12. Audit reference
Module 12. Continual Improvement and Maturity Advancement
Drive measurable improvement in service management performance.
12 chapters in this module
  1. Improvement backlog
  2. Idea sourcing
  3. Prioritization model
  4. Project intake
  5. Impact measurement
  6. Stakeholder review
  7. Lessons learned
  8. Process reengineering
  9. Automation potential
  10. Maturity assessment
  11. Roadmap planning
  12. Executive update

How this maps to your situation

  • New ISO 20000 implementation
  • Preparation for first internal audit
  • Responding to external audit findings
  • Improving existing service management system

Before vs. after

Before
Reactive on ISO 20000, relying on peers or consultants for interpretation
After
First internal reference for ISO 20000 questions, leading documentation and audit readiness

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 6-8 hours per module, with flexible pacing based on your project cycle.

If nothing changes
Remaining a passive participant in ISO 20000 efforts means missed opportunities to lead, influence, and position yourself as a subject matter expert within your organization.

How this compares to the alternatives

Unlike generic compliance courses, this program focuses exclusively on ISO 20000 application in real-world data and service environments, with templates and examples tailored to practitioners in firms like the firm.

Frequently asked

Is this course relevant if I'm not in ITIL already?
Yes. The course builds ISO 20000 knowledge from the ground up and explains ITIL concepts where relevant.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I get templates I can use immediately?
Yes. Every module includes downloadable, customizable templates and real-world examples.
$199 one-time. Approximately 6-8 hours per module, with flexible pacing based on your project cycle..

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
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