A tailored course, built for your situation
Mastering ISO 20000 for Technical Facilities Coordinators
Build a repeatable service delivery engine that compounds across every facility engagement
$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 reinventing facility checklists every time a new site comes online
The situation this course is for
Most facility coordinators restart from zero with each deployment, audits slow, onboarding drags, and tribal knowledge breaks under pressure. Without a structured system, experience doesn’t compound, it evaporates.
Who this is for
Technical Facilities Coordinators managing standardized deployments across multiple locations under global operations frameworks
Who this is not for
Entry-level facility staff, vendor-specific technicians, or those outside structured compliance environments
What you walk away with
- Design ISO 20000-aligned service delivery templates that persist beyond individual projects
- Standardize incident response workflows across facilities with documented escalation paths
- Build audit-ready documentation packages in half the time using reusable components
- Create a living knowledge base that onboards new team members in under 48 hours
- Turn one successful deployment into a benchmark for future engagements across the portfolio
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in Facility Operations
Establish foundational alignment between technical facilities work and ISO 20000 service management principles.
12 chapters in this module
- Defining service management in facilities context
- Mapping ISO 20000 clauses to facility workflows
- Identifying recurring service delivery moments
- Benchmarking current practices against standard
- Documenting first-tier service components
- Creating facility-specific service catalog entries
- Integrating change control into operations
- Linking incident management to support tiers
- Establishing baseline SLA definitions
- Tracking service asset lifecycles
- Aligning vendor SLAs with internal standards
- Setting up continuous improvement triggers
Module 2. Service Strategy for Facility Teams
Develop strategic alignment between business goals and facility service offerings.
12 chapters in this module
- Identifying key stakeholders in facility delivery
- Translating business needs into service outcomes
- Defining service portfolio scope
- Prioritizing service investments
- Assessing facility service demand patterns
- Building business case for service improvements
- Setting measurable success criteria
- Aligning budget cycles with service planning
- Evaluating make-vs-buy decisions
- Integrating risk into service design
- Scaling services across locations
- Documenting strategic assumptions
Module 3. Service Design Integration
Embed ISO 20000 design principles into facility deployment blueprints.
12 chapters in this module
- Designing for maintainability
- Specifying service level requirements
- Creating facility service design packages
- Validating designs against operational constraints
- Integrating security into service architecture
- Documenting service dependencies
- Designing for scalability
- Incorporating vendor design inputs
- Establishing design review checkpoints
- Capturing lessons from past deployments
- Standardizing design documentation format
- Versioning service design artifacts
Module 4. Service Transition Execution
Implement structured handoffs from deployment to operations.
12 chapters in this module
- Planning facility service transitions
- Managing deployment timelines
- Creating transition checklists
- Validating service readiness
- Coordinating stakeholder walkthroughs
- Capturing transition lessons
- Establishing post-launch support
- Managing knowledge transfer
- Deploying monitoring baselines
- Handling transition exceptions
- Documenting success criteria
- Closing transition phase formally
Module 5. Service Operation Framework
Institutionalize daily facility operations under ISO 20000 discipline.
12 chapters in this module
- Running daily operational meetings
- Managing facility incidents systematically
- Logging and tracking service requests
- Applying problem management techniques
- Maintaining service knowledge base
- Handling access management requests
- Monitoring SLA performance
- Conducting shift handovers
- Managing third-party support
- Documenting operational decisions
- Updating runbooks continuously
- Optimizing response workflows
Module 6. Facility Incident Management
Standardize response to technical disruptions across sites.
12 chapters in this module
- Classifying facility incidents
- Setting response time targets
- Assigning support tiers
- Using escalation matrices
- Documenting incident resolution steps
- Linking incidents to known errors
- Measuring incident resolution times
- Analyzing incident patterns
- Reducing repeat incidents
- Integrating with vendor support
- Reporting incident metrics
- Improving detection mechanisms
Module 7. Problem Management Systems
Drive root-cause resolution to prevent recurring issues.
12 chapters in this module
- Identifying chronic facility issues
- Initiating problem records
- Conducting root cause analysis
- Applying fishbone diagrams
- Prioritizing problem resolution
- Implementing permanent fixes
- Validating solution effectiveness
- Updating documentation post-resolution
- Sharing fixes across sites
- Measuring problem reduction
- Linking to change management
- Maintaining known error database
Module 8. Change Enablement Processes
Control facility modifications without slowing innovation.
12 chapters in this module
- Classifying change types
- Submitting change requests
- Assessing change impact
- Obtaining approvals
- Scheduling change windows
- Building rollback plans
- Executing changes safely
- Documenting change outcomes
- Reviewing change success
- Auditing change compliance
- Reducing emergency changes
- Standardizing change templates
Module 9. Asset and Configuration Management
Maintain accurate records of facility systems and components.
12 chapters in this module
- Defining configuration items
- Creating facility CMDB
- Linking assets to services
- Tracking asset lifecycles
- Conducting configuration audits
- Managing version documentation
- Integrating with procurement
- Verifying physical vs. logical records
- Automating data collection
- Maintaining relationship maps
- Reporting asset health
- Supporting incident resolution
Module 10. Service Level Management
Define, monitor, and improve facility service performance.
12 chapters in this module
- Setting meaningful KPIs
- Negotiating SLA terms
- Tracking SLA compliance
- Reporting service performance
- Conducting service reviews
- Addressing SLA breaches
- Renewing service agreements
- Benchmarking across sites
- Improving SLA realism
- Aligning SLAs with business needs
- Managing SLA exceptions
- Documenting SLA changes
Module 11. Continual Improvement Cycles
Embed feedback loops that elevate facility operations.
12 chapters in this module
- Identifying improvement opportunities
- Applying CSI framework
- Measuring improvement impact
- Prioritizing initiatives
- Building business cases
- Implementing changes
- Documenting outcomes
- Sharing best practices
- Scaling improvements
- Integrating feedback channels
- Reporting improvement progress
- Sustaining momentum
Module 12. Multi-Site Deployment Strategy
Leverage ISO 20000 to scale proven facility models.
12 chapters in this module
- Identifying reusable components
- Creating deployment kits
- Standardizing onboarding
- Adapting to local variants
- Training regional leads
- Monitoring rollout quality
- Capturing lessons learned
- Updating master playbook
- Reducing time-to-live
- Ensuring compliance consistency
- Managing cultural differences
- Celebrating replication success
How this maps to your situation
- Initial facility deployment
- Post-incident review
- Multi-site rollout
- Audit preparation cycle
Before vs. after
Before
Starting from scratch with each new facility, relying on memory and inconsistent documentation.
After
Leveraging proven playbooks that accelerate deployment, reduce risk, and compound quality across sites.
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 while applying concepts directly to current responsibilities.
If nothing changes
Without a standardized approach, each facility project demands disproportionate effort, increases audit risk, and fails to build institutional value, your expertise remains project-bound instead of compounding.
How this compares to the alternatives
Unlike generic ITIL or ISO 20000 overviews, this course is built specifically for technical facilities professionals, translating abstract standards into actionable playbooks for physical infrastructure, vendor coordination, and multi-site operations.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is prior ISO 20000 experience required?
No, this course is designed for practitioners already operating in structured environments who want to formalize and scale their impact.
Can I apply this across global facilities?
Yes, the methods are built to accommodate regional variations while maintaining core standardization.
$199 one-time. Approximately 3 hours per module, designed for completion within 6 weeks while applying concepts directly to current responsibilities..
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