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Deeper command of the ISO 20000 service management framework

$199.00
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A tailored course, built for your situation

Deeper command of the ISO 20000 service management framework

Master the architecture, controls, and implementation rhythm of ISO 20000 to lead with precision in complex environments

$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 data and service management practitioners leading engineering teams in regulated environments who need to embed compliance into systems without slowing delivery

Who this is not for

Individuals seeking certification prep, entry-level staff, or those not involved in shaping service management systems

What you walk away with

  • Complete ISO 20000 control mapping for a data engineering environment
  • Build audit-ready service management documentation from the ground up
  • Anticipate and resolve control conflicts between ISO 20000 and engineering workflows
  • Lead ISO 20000 readiness reviews with confidence and precision
  • Integrate ISO 20000 controls into CI/CD pipelines for automated compliance

The 12 modules (with all 144 chapters)

Module 1. Foundations of ISO 20000
Understand the structure, scope, and core principles of the ISO 20000 standard as applied to modern data environments.
12 chapters in this module
  1. What ISO 20000 governs
  2. Service management system scope
  3. ISO 20000 vs ITIL alignment
  4. Key roles and responsibilities
  5. Service lifecycle phases
  6. Document hierarchy
  7. Policy requirements
  8. Control vs process
  9. Integration with data systems
  10. Audit preparation timeline
  11. Evidence collection
  12. Common implementation pitfalls
Module 2. Service Management System Design
Design a compliant SMS aligned with engineering workflows and data lifecycle requirements.
12 chapters in this module
  1. Defining service scope boundaries
  2. Mapping service owners
  3. Service catalog structure
  4. Incident control design
  5. Change control integration
  6. Problem management workflow
  7. Configuration management database
  8. Release planning rhythm
  9. Service level agreement design
  10. Monitoring control points
  11. Data access governance
  12. Third-party service integration
Module 3. Control Mapping in Practice
Translate ISO 20000 controls into data engineering contexts with real-world examples.
12 chapters in this module
  1. Control A.12.1.1 breakdown
  2. Mapping to CI/CD pipelines
  3. Access log retention requirements
  4. Privileged access review
  5. Service continuity planning
  6. Incident escalation paths
  7. Change approval workflows
  8. Capacity planning controls
  9. Availability monitoring
  10. Service level reporting
  11. Vendor oversight documentation
  12. Compliance audit trail
Module 4. Documenting the SMS
Build complete, auditor-friendly documentation for ISO 20000 compliance.
12 chapters in this module
  1. Service policy drafting
  2. Control register structure
  3. Risk assessment documentation
  4. Incident response plan
  5. Change management procedure
  6. Problem management SOP
  7. Configuration baseline doc
  8. Release management plan
  9. Service level agreement template
  10. Capacity plan documentation
  11. Availability report format
  12. SMS internal review process
Module 5. Integrating with Data Engineering
Embed ISO 20000 controls into data pipeline design and deployment.
12 chapters in this module
  1. Data pipeline service boundaries
  2. Control mapping for ETL
  3. Metadata service registration
  4. Schema change control
  5. Data quality monitoring
  6. Pipeline incident logging
  7. Release gate requirements
  8. Automated compliance checks
  9. Data access review cycles
  10. Retention policy alignment
  11. DR testing for pipelines
  12. Service continuity testing
Module 6. Audit Preparation
Prepare for internal and external audits with confidence and precision.
12 chapters in this module
  1. Audit scope definition
  2. Evidence collection plan
  3. Control testing methods
  4. Interview preparation
  5. Audit trail completeness
  6. Gap remediation process
  7. Non-conformance tracking
  8. Corrective action plans
  9. Audit communication plan
  10. Follow-up timeline
  11. Audit closure checklist
  12. Continuous improvement inputs
Module 7. Change Management Integration
Align ISO 20000 change controls with engineering release cycles.
12 chapters in this module
  1. Change advisory board role
  2. Standard change definition
  3. Emergency change process
  4. Change calendar use
  5. Post-implementation review
  6. Change success metrics
  7. Rollback procedure design
  8. Automated change logging
  9. Change risk scoring
  10. Cross-team coordination
  11. Service impact assessment
  12. Change freeze periods
Module 8. Incident and Problem Management
Structure incident response and problem resolution under ISO 20000.
12 chapters in this module
  1. Incident categorization
  2. Escalation path design
  3. MTTR tracking
  4. Major incident process
  5. Problem root cause analysis
  6. Known error database
  7. Workaround documentation
  8. Post-mortem process
  9. Incident trending
  10. Service restoration steps
  11. Event correlation logic
  12. Monitoring alert tuning
Module 9. Service Level Management
Define, track, and report on service performance with ISO 20000 compliance.
12 chapters in this module
  1. SLA drafting
  2. KPI selection
  3. Performance reporting
  4. Service review meetings
  5. Service improvement plan
  6. Customer feedback loop
  7. Service credit policy
  8. Uptime measurement
  9. Availability reporting
  10. Capacity planning input
  11. Service review documentation
  12. SLA breach handling
Module 10. Vendor and Third-Party Oversight
Apply ISO 20000 controls to external service providers and integrations.
12 chapters in this module
  1. Vendor selection criteria
  2. Contract compliance review
  3. Third-party audit rights
  4. Performance monitoring
  5. Data residency checks
  6. Access control review
  7. Incident reporting SLAs
  8. Subcontractor oversight
  9. Vendor risk assessment
  10. Right to audit clauses
  11. Vendor exit process
  12. Continuous monitoring
Module 11. Continual Improvement
Drive ongoing maturity in service management using ISO 20000 principles.
12 chapters in this module
  1. CSI register setup
  2. Improvement opportunity ID
  3. Benefit measurement
  4. Change implementation
  5. Feedback collection
  6. Performance trend analysis
  7. Benchmarking methods
  8. Maturity assessment
  9. Gap identification
  10. Action planning
  11. Progress tracking
  12. Review cycle timing
Module 12. Implementation Playbook
Apply everything learned to deploy ISO 20000 in a real-world engineering environment.
12 chapters in this module
  1. Kickoff planning
  2. Stakeholder mapping
  3. Scope finalization
  4. Control gap assessment
  5. Documentation drafting
  6. Team training plan
  7. Pilot deployment
  8. Internal audit run
  9. Remediation planning
  10. Certification prep
  11. Go-live checklist
  12. Post-implementation review

How this maps to your situation

  • When leading a service management initiative
  • During audit preparation cycles
  • When onboarding third-party vendors
  • While designing CI/CD compliance controls

Before vs. after

Before
Familiar with ISO 20000 at a high level but not confident leading implementation or audit responses
After
Own the full ISO 20000 service management system from design to audit, with authoritative command of controls and documentation

What's included with your purchase

  • 12 modules with 12 chapters each (144 chapters total)
  • 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 8, 10 hours of focused learning, designed to be completed in short sessions over 2, 3 weeks.

If nothing changes
Continuing without structured ISO 20000 mastery means reliance on external consultants, delayed audits, and missed opportunities to lead compliance strategy from within engineering.

How this compares to the alternatives

Unlike certification prep courses, this program focuses on real-world application, giving you actionable control mappings, documentation templates, and integration patterns tailored to data engineering contexts.

Frequently asked

Is this course focused on certification?
No. This course is focused on practical mastery of ISO 20000 implementation in engineering environments, not exam preparation.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me lead audits?
Yes. You’ll gain the tools to prepare evidence, respond to auditor questions, and lead internal readiness reviews with confidence.
$199 one-time. Approximately 8, 10 hours of focused learning, designed to be completed in short sessions over 2, 3 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
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