A tailored course, built for your situation
Direct input on ISO 20000 service continuity decisions
Build influence as the go-to practitioner for service delivery integrity
$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 infrastructure manager in a global services firm, responsible for service delivery frameworks and cross-vendor coordination
Who this is not for
Individuals seeking entry-level certification prep or general ITIL familiarity
What you walk away with
- Recognised source for service continuity decisions involving ISO 20000 compliance
- Input embedded in vendor selection and SLA design cycles
- Patterns and precedents library for justifying service continuity investments
- Internal reputation as first escalation point for service delivery disputes
- Structured rationale for trade-offs between service availability and cost
The 12 modules (with all 144 chapters)
Module 1. ISO 20000 scope boundaries in hybrid environments
Define what’s in and out of scope for ISO 20000 compliance when infrastructure spans on-prem and cloud. Resolve ambiguity around shared responsibilities with vendors.
12 chapters in this module
- Mapping ownership across hybrid stacks
- Vendor boundary definitions
- Service component classification
- Exclusion justification patterns
- Audit boundary documentation
- Cross-cloud scope alignment
- Internal service demarcation
- Escalation path mapping
- Dependency transparency
- Change window coordination
- Third-party attestation handling
- Scope freeze protocols
Module 2. Service continuity planning under ISO 20000
Develop robust continuity plans that satisfy auditors and align with business uptime expectations. Build credibility through testable, documented protocols.
12 chapters in this module
- Recovery time objective alignment
- Test scenario design
- Failover sequence documentation
- Stakeholder notification trees
- Backup validity verification
- Cloud failover execution paths
- Data consistency checks
- Post-failure validation steps
- Recovery playbook standardisation
- DR drill frequency benchmarks
- Third-party dependency mapping
- Jurisdictional data flow rules
Module 3. Incident management workflow compliance
Align ticketing systems and escalation paths with ISO 20000 requirements. Ensure audit trails reflect real-world response patterns.
12 chapters in this module
- Ticket classification standards
- Escalation threshold rules
- Post-mortem documentation norms
- Cross-team coordination logs
- SLA breach documentation
- Root cause linkage
- Resolution time benchmarks
- Automated alerting scope
- Major incident declaration
- Client comms integration
- Vendor accountability tracking
- Trend analysis integration
Module 4. Vendor SLA structuring for audit readiness
Design service level agreements that meet ISO 20000 evidentiary standards. Avoid gaps in accountability during compliance reviews.
12 chapters in this module
- Penalty clause enforceability
- Performance metric definitions
- Reporting format compliance
- Third-party audit access
- Data residency clauses
- Uptime calculation methods
- Downtime classification
- Compensation triggers
- Review cycle alignment
- Remediation timelines
- Evidence retention periods
- Cross-border enforcement
Module 5. Change advisory board leadership
Lead change reviews with structured frameworks that reduce risk and increase approval speed. Position yourself as the decision anchor.
12 chapters in this module
- Change risk classification
- Board composition guidelines
- Emergency change protocols
- Rollback success criteria
- Pre-implementation checks
- Stakeholder impact scoring
- Post-change validation
- Change freeze policies
- Automated approval paths
- Vendor change coordination
- Change window optimisation
- Audit trail completeness
Module 6. Internal audit preparation workflows
Streamline audit readiness with repeatable documentation workflows. Reduce last-minute scrambling and evidence gaps.
12 chapters in this module
- Evidence checklist design
- Document retention periods
- Version control practices
- Access review cycles
- Policy attestation logs
- Control ownership mapping
- Sampling methodology
- Finding remediation tracking
- Non-conformance response
- Audit communication protocols
- Evidence format standards
- Historical record preservation
Module 7. Service reporting framework design
Build executive-ready reports that demonstrate compliance and service health. Use ISO 20000 metrics to drive strategic decisions.
12 chapters in this module
- KPI selection rationale
- Dashboard layout principles
- Exception highlighting
- Trend visualisation
- Benchmark comparison
- Stakeholder-specific views
- Automated report generation
- Data source validation
- Report distribution controls
- Historical trend analysis
- Outlier explanation templates
- Service improvement links
Module 8. Continuous improvement planning
Embed improvement cycles into service operations. Show measurable progress between audits.
12 chapters in this module
- Improvement opportunity logging
- ROI justification formats
- Stakeholder prioritisation
- Implementation sequencing
- Success metric definition
- Post-implementation review
- Feedback loop design
- Resource allocation models
- Cross-functional coordination
- Improvement backlog grooming
- Executive update templates
- Lessons captured documentation
Module 9. Capacity management strategy development
Forecast infrastructure needs while maintaining ISO 20000 compliance. Balance cost, performance, and risk.
12 chapters in this module
- Workload trend analysis
- Capacity threshold rules
- Scaling trigger definitions
- Cloud spend optimisation
- Resource utilisation reporting
- Peak load planning
- Capacity review meetings
- Forecast accuracy tracking
- Vendor capacity commitments
- Emergency scaling protocols
- Cost-performance trade-offs
- Demand projection models
Module 10. Problem management integration
Link incident resolution to root cause elimination. Reduce repeat events and audit findings.
12 chapters in this module
- Problem ticket linkage
- Root cause depth standards
- Permanent fix validation
- Workaround documentation
- Trend correlation analysis
- Vendor accountability
- Knowledge base updates
- Preventive action planning
- Escalation criteria
- Resolution effectiveness scoring
- Repeat incident tracking
- Problem closure criteria
Module 11. Supplier management compliance
Ensure third parties meet ISO 20000 obligations. Reduce risk in outsourced service delivery.
12 chapters in this module
- Vendor onboarding checks
- Contractual obligation mapping
- Audit readiness assessments
- Performance monitoring
- Communication protocols
- Change coordination
- Security control alignment
- Incident response roles
- Data handling compliance
- Termination procedures
- Subcontractor oversight
- Vendor offboarding
Module 12. Service level agreement review and renewal
Lead SLA renewal cycles with confidence. Use historical data to negotiate stronger terms.
12 chapters in this module
- Performance benchmark analysis
- Gap identification
- Renewal negotiation strategy
- Cost justification models
- Service expansion options
- Termination clause review
- Vendor dependency assessment
- Alternative sourcing research
- Internal stakeholder alignment
- Renewal timeline management
- Transition planning
- Post-renewal validation
How this maps to your situation
- Preparing for ISO 20000 audit
- Leading vendor SLA negotiations
- Designing service continuity framework
- Improving incident response compliance
Before vs. after
Before
Ad hoc participation in service continuity discussions with limited influence on outcomes
After
Recognised authority on ISO 20000 implementation, with input embedded in key decisions
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, with self-paced access forever.
How this compares to the alternatives
Unlike generic ITIL courses, this program focuses exclusively on ISO 20000 implementation patterns used by global services firms, with templates and precedents relevant to multi-vendor environments.
Frequently asked
Is this course aligned with ITIL practices?
Yes, it integrates ITIL concepts where they support ISO 20000 compliance, but focuses on practical implementation rather than theory.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Are templates included?
Yes, every module includes downloadable templates and real-world examples tailored to ISO 20000 compliance in complex environments.
$199 one-time. Approximately 3 hours per module, with self-paced access forever..
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