A tailored course, built for your situation
Deeper command of the ISO 20000 service management lifecycle
Master the end-to-end ISO 20000 framework with precision across design, transition, and continual improvement stages.
$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 service management practitioner leading complex client engagements requiring formal service delivery frameworks.
Who this is not for
This course is not for entry-level consultants or those focused solely on IT support operations without client-facing design responsibilities.
What you walk away with
- Map client service requirements directly to ISO 20000 clause intent with confidence
- Build conformance-ready documentation that survives external scrutiny
- Lead ISO 20000 readiness assessments without dependency on external specialists
- Anticipate auditor focus areas and prepare evidence proactively
- Integrate continual service improvement cycles into existing delivery models
The 12 modules (with all 144 chapters)
Module 1. ISO 20000 Foundation and Scope Definition
Establish core understanding of ISO 20000-1:the current cycle structure, scope boundaries, and key terminology. Clarify distinctions between service management system (SMS) and individual processes.
12 chapters in this module
- Overview of ISO 20000-1:the current cycle
- Understanding the Plan-Do-Check-Act cycle
- Defining service scope and boundaries
- Role of top management commitment
- Integrating SMS with corporate governance
- Documented information requirements
- Context of the organization
- Understanding internal and external stakeholders
- Service management policy development
- Risk-based thinking in service design
- Performance evaluation fundamentals
- Continual improvement framework
Module 2. Service Relationship Management
Master requirements for managing service relationships including service level management, business relationship management, and supplier management.
12 chapters in this module
- Service level agreement structure
- SLA monitoring and reporting
- Service catalogue development
- Business relationship management
- Customer satisfaction measurement
- Third-party supplier oversight
- Contractual obligation tracking
- Supplier performance evaluation
- External provider integration
- Incident escalation pathways
- Service continuity planning with suppliers
- Managing multi-sourced environments
Module 3. Service Design and Transition
Implement end-to-end design controls and manage successful transition of new or changed services into operation.
12 chapters in this module
- Service design coordination
- Change management integration
- Configuration management system setup
- Release and deployment planning
- Change advisory board function
- Service validation and testing
- Capacity and performance planning
- Availability management
- Information security in design
- Knowledge transfer protocols
- Service acceptance criteria
- Transition risk assessment
Module 4. Incident and Service Request Management
Ensure resilient response to disruptions and standardized handling of service requests per ISO 20000 requirements.
12 chapters in this module
- Incident classification schema
- Incident prioritization rules
- Response time targets
- Major incident management
- Root cause identification
- Workaround documentation
- Service request categorization
- Request fulfillment workflow
- Automated request handling
- User self-service options
- Integration with knowledge base
- Post-resolution follow-up
Module 5. Problem Management and Root Cause Resolution
Develop proactive problem resolution strategies and establish systemic improvements to reduce recurring incidents.
12 chapters in this module
- Problem identification triggers
- Known error database setup
- Root cause analysis methods
- Trend analysis for recurrence
- Permanent fix validation
- Problem prioritization matrix
- Cross-functional collaboration
- Post-implementation review
- Escalation to change control
- Linking problems to incidents
- Managing chronic failures
- Preventive action planning
Module 6. Configuration and Change Management
Establish control over service assets and changes through formal configuration and change processes.
12 chapters in this module
- Configuration item identification
- CMDB structure and fields
- Baseline creation
- Change types and controls
- Standard change workflows
- Emergency change protocols
- Change scheduling coordination
- Backout planning
- Post-change review
- Automated deployment rules
- Change volume optimization
- Integration with release management
Module 7. Release and Deployment Management
Plan, build, test, and deploy releases in alignment with ISO 20000 requirements while minimizing service disruption.
12 chapters in this module
- Release policy development
- Release planning calendar
- Build and package control
- Test environment strategy
- Deployment windows
- Rollback procedures
- Release scope definition
- User acceptance testing
- Communication plan
- Post-release review
- Deployment automation
- Zero-downtime rollout design
Module 8. Service Continuity and Availability
Implement availability targets and ensure business continuity readiness through structured planning and testing.
12 chapters in this module
- Availability requirement gathering
- Uptime target setting
- Capacity forecasting
- Resource utilization monitoring
- Business continuity policy
- Continuity plan development
- Disaster recovery integration
- Continuity testing schedule
- Recovery time objectives
- Failover mechanism validation
- Alternate site readiness
- Continuity review and update
Module 9. Service Reporting and Performance Review
Generate meaningful performance insights and drive improvement through structured reporting and review cycles.
12 chapters in this module
- KPI selection framework
- Service report templates
- Performance dashboard design
- Management review inputs
- Service review meetings
- Trend analysis techniques
- Benchmarking service performance
- Internal audit preparation
- Conformance evidence compilation
- Gap tracking and closure
- External auditor engagement
- Report automation
Module 10. Supplier Management and Third-Party Oversight
Strengthen control over external providers with formal processes for selection, monitoring, and contract compliance.
12 chapters in this module
- Supplier selection criteria
- Contractual SLA enforcement
- Performance scorecards
- Risk-based oversight
- Supplier onboarding
- Subcontractor control
- Compliance verification
- Due diligence process
- Supplier exit planning
- Multi-vendor coordination
- Service integration quality
- External audit readiness
Module 11. Continual Service Improvement
Embed CSI into daily work using data-driven prioritization, root cause analysis, and cross-process optimization.
12 chapters in this module
- CSI model application
- Improvement opportunity identification
- Benefit estimation
- Improvement initiative prioritization
- Measuring improvement impact
- Feedback loop integration
- Process maturity assessment
- Benchmarking against best practices
- Improvement backlog management
- Stakeholder engagement
- Sustaining momentum
- CSI reporting
Module 12. Audit Readiness and Conformance Demonstration
Prepare confidently for certification and surveillance audits with comprehensive, evidence-backed conformance.
12 chapters in this module
- Audit schedule awareness
- Pre-audit checklist creation
- Evidence collection workflow
- Internal audit coordination
- Non-conformance response
- Corrective action tracking
- Audit communication strategy
- Documented process walkthroughs
- Clause-by-clause coverage
- Post-audit follow-up
- Surveillance audit prep
- Certification renewal roadmap
How this maps to your situation
- When leading a new client engagement requiring ISO 20000 alignment
- During internal transformation initiatives involving service management
- Before an upcoming external audit or certification cycle
- While managing multi-vendor service delivery ecosystems
Before vs. after
Before
Reliance on external experts for ISO 20000 guidance and fragmented understanding of clause-specific requirements.
After
Confident, end-to-end command of the ISO 20000 framework with reusable artefacts and clear evidence pathways.
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 18 hours total, designed for completion in 3 weeks with 1, 2 hours per week.
How this compares to the alternatives
Unlike generic compliance courses, this program delivers clause-specific mastery of ISO 20000 with client-ready templates and real-world application scenarios tailored to senior consultants.
Frequently asked
Is this course focused on ISO 20000-1 or other parts of the standard?
The course centers on ISO 20000-1:the current cycle, the core specification for service management systems, with references to supporting parts as needed.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I use the templates in client work?
Yes, all templates are licensed for professional use in client engagements and internal projects.
$199 one-time. Approximately 18 hours total, designed for completion in 3 weeks with 1, 2 hours per week..
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