A tailored course, built for your situation
Deeper command of the ISO 20000 service lifecycle
Mastery of ISO 20000 to lead service delivery with precision
$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 business analyst in IT services seeking to lead ISO 20000 implementation and governance within Agile environments
Who this is not for
Executives looking for board-level summaries, or practitioners focused only on dev-only tooling without service lifecycle integration
What you walk away with
- Complete mental model of the ISO 20000 service lifecycle, mapped to real-world delivery cycles
- Ability to design and validate service level agreements aligned with ISO 20000 control objectives
- Confidence in leading continual service improvement reviews with auditable evidence trails
- Faster translation of ISO 20000 requirements into working Jira workflows and service reports
- Documented mappings between Agile sprints and ISO 20000 process boundaries
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Agile contexts
Map core ISO 20000 principles to real Agile delivery cycles. Learn how service management standards coexist with iterative development, avoiding handoff delays or compliance rework.
12 chapters in this module
- Core standards alignment
- Agile and ISO compatibility
- Service lifecycle phases
- Process ownership mapping
- Control integration basics
- Change management overlap
- Incident to improvement flow
- Boundary definition
- Documented evidence types
- Sprint integration points
- Team role clarity
- Delivery rhythm sync
Module 2. Service level agreement design
Build SLAs that meet ISO 20000 requirements while staying practical for Agile teams. Includes real templates for response time tiers and measurable availability targets.
12 chapters in this module
- SLA scope definition
- Availability metrics selection
- Response time bands
- Escalation threshold setting
- Customer commitment drafting
- Internal alignment checks
- Version control approach
- Review cycle design
- Performance breach triggers
- Remediation logging
- Stakeholder sign-off
- SLA testing protocol
Module 3. Incident management to standard
Transform reactive ticket handling into ISO-compliant workflows. Turn Jira logs into auditable records with clear ownership and resolution criteria.
12 chapters in this module
- Incident classification
- Priority assignment logic
- Initial response SLAs
- Ownership handoff rules
- Resolution evidence standards
- Categorization consistency
- Known error tracking
- Workaround documentation
- Closure validation
- Post-mortem integration
- Trend reporting format
- Root cause linkage
Module 4. Problem management lifecycle
Go beyond firefighting. Structure root cause analysis and preventive actions that align with ISO 20000, feeding back into sprint planning.
12 chapters in this module
- Problem vs incident distinction
- Trend identification method
- Root cause analysis tools
- Corrective action drafting
- Preventive control design
- Change integration point
- Stakeholder alignment
- Validation criteria
- Timeline tracking
- Escalation thresholds
- Knowledge article production
- Closure verification
Module 5. Change control integration
Align change advisory board practices with sprint velocity. Embed ISO 20000 change requirements into backlog grooming and deployment pipelines.
12 chapters in this module
- Change type categorization
- Urgency impact matrix
- Standard change criteria
- Emergency change process
- Change advisory board roles
- Sprint integration timing
- Backlog tagging system
- Deployment validation
- Rollback criteria
- Post-implementation review
- Change success metrics
- Audit trail maintenance
Module 6. Configuration management database structure
Design lightweight CMDB practices that support ISO 20000 without slowing Agile teams. Focus on service mapping and dependency clarity.
12 chapters in this module
- CI identification
- Attribute standardization
- Relationship mapping
- Service model drafting
- Ownership assignment
- Update frequency rules
- Automated discovery integration
- CMDB access levels
- Version control method
- Audit readiness checks
- Reconciliation process
- Tooling alignment
Module 7. Service continuity planning
Develop realistic recovery scenarios grounded in ISO 20000. Produce testable plans that stakeholders trust without over-engineering.
12 chapters in this module
- Critical service identification
- Impact scenario drafting
- Recovery time objectives
- Resource availability check
- Backup validation
- Test cycle design
- Stakeholder communication plan
- Failover clarity
- Documentation currency
- Post-test review
- Improvement tracking
- Regulator-facing summaries
Module 8. Supplier management to standard
Structure vendor oversight that meets ISO 20000 while supporting fast-paced delivery. Turn third-party dependencies into auditable workflows.
12 chapters in this module
- Vendor onboarding checklist
- Contract alignment review
- Performance monitoring setup
- SLA violation handling
- Escalation path design
- Joint review cadence
- Risk register maintenance
- Compliance evidence collection
- Audit rights confirmation
- Transition planning
- Exit clause awareness
- Relationship governance
Module 9. Continual service improvement
Embed feedback loops into Agile cycles. Turn CSI into a repeatable practice that generates audit-ready outcomes.
12 chapters in this module
- Improvement opportunity logging
- Benefit estimation
- Stakeholder alignment
- Backlog integration
- Sprint assignment
- Success criteria setting
- Evidence collection
- Review format
- Trend analysis
- Scaling criteria
- Knowledge sharing
- Leadership visibility
Module 10. Internal audit readiness
Produce evidence that passes external scrutiny. Know exactly what auditors need, and how to deliver it without rework.
12 chapters in this module
- Document retention standards
- Evidence type mapping
- Sampling requirements
- Interview preparation
- Non-conformance tracking
- Corrective action drafting
- Timeline compliance
- Process ownership proof
- Change justification
- Trend reporting
- Gap analysis
- Remediation evidence
Module 11. Cross-functional process alignment
Lead alignment between IT, operations, and business units. Use ISO 20000 as a shared language to reduce friction and speed delivery.
12 chapters in this module
- Stakeholder mapping
- Process boundary definition
- Handoff protocol design
- Communication rhythm
- Conflict resolution method
- Shared KPIs
- Escalation clarity
- Governance structure
- Decision rights
- Documentation standards
- Training needs
- Adoption tracking
Module 12. Personal mastery and next steps
Consolidate your command. Build a personal playbook for maintaining ISO 20000 leadership across evolving delivery models.
12 chapters in this module
- Knowledge retention method
- Self-review cycle
- Update tracking
- Mentorship readiness
- Leadership visibility
- Cross-role application
- Certification path
- Portfolio building
- Stakeholder recognition
- Continuous learning
- Community engagement
- Practice evolution
How this maps to your situation
- When launching a new service in Agile
- During external audit preparation
- While integrating third-party vendors
- When improving incident resolution timelines
Before vs. after
Before
Working across Agile and formal service frameworks without a unified approach, leading to rework and ambiguous ownership
After
Owning end-to-end ISO 20000 service lifecycle decisions with confidence, producing auditable outputs on time and aligned to delivery pace
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 2.5 hours per module, designed to be completed alongside current work. Total estimated time: 30 hours over 6-8 weeks.
If nothing changes
Continuing without structured command of ISO 20000 may result in delayed audits, repeated compliance findings, or missed opportunities to lead service improvement initiatives.
How this compares to the alternatives
Unlike generic ISO 20000 overviews or certification prep, this course focuses specifically on integrating the standard into real-world Agile delivery environments, exactly the context where practitioners like you add the most value.
Frequently asked
Who is this course for?
Business and IT analysts in service delivery roles who need to implement or govern ISO 20000 within Agile or hybrid delivery environments.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me prepare for certification?
Yes, the course covers all core domains of ISO 20000 and builds deep conceptual understanding, though it focuses on practical implementation over exam formatting.
$199 one-time. Approximately 2.5 hours per module, designed to be completed alongside current work. Total estimated time: 30 hours over 6-8 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