A tailored course, built for your situation
Deeper command of ISO 20000 service delivery frameworks
Master the architecture behind high-performing service delivery operations
$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
Service Delivery Manager in a regulated, high-compliance environment focused on operational resilience and service quality
Who this is not for
This is not for entry-level support staff or those only tangentially involved in service delivery design. It’s for practitioners already in the driver’s seat who want to deepen their technical authority.
What you walk away with
- Navigate ISO 20000 clauses with confidence and precision
- Design service management systems that pass internal and external review on first submission
- Lead cross-functional teams with authoritative guidance on process alignment
- Respond instantly to auditor or client inquiries with clause-backed reasoning
- Build repeatable implementation playbooks that survive team turnover
The 12 modules (with all 144 chapters)
Module 1. ISO 20000 fundamentals and scope definition
Establish a working foundation in ISO 20000, including its purpose, structure, and relationship to other standards like ISO 27001 and ITIL. Define service scope boundaries that align with operational reality.
12 chapters in this module
- What ISO 20000 solves
- History and evolution
- Core principles
- Service scope definition
- Clause hierarchy overview
- Relationship to ITIL
- Service lifecycle mapping
- Integration with SOC 2
- Key roles in implementation
- Documentation expectations
- Audit readiness markers
- Common misconceptions
Module 2. Service management system architecture
Design a compliant SMS from the ground up, including policies, objectives, and governance structure. Map decision ownership and escalation paths.
12 chapters in this module
- SMS components
- Policy framework setup
- Objective setting
- Governance roles
- Decision mapping
- Escalation design
- Compliance linkage
- Performance indicators
- Review cycles
- Integration with COBIT
- Vendor management
- Change control integration
Module 3. Service delivery process design
Build processes for service level management, capacity, availability, and continuity. Align with business outcomes and technical constraints.
12 chapters in this module
- SLA structuring
- Service catalog design
- Capacity planning
- Availability targets
- Continuity modeling
- Risk integration
- KPIs that stick
- Process integration
- Handoff protocols
- Monitoring alignment
- Reporting cadence
- Audit trail design
Module 4. Incident and problem management compliance
Implement ISO 20000-compliant incident workflows and root cause analysis procedures. Ensure traceability from detection to resolution.
12 chapters in this module
- Incident classification
- Response tiers
- Escalation paths
- Root cause analysis
- Problem record standards
- Trend analysis
- Resolution tracking
- Closure criteria
- Integration with ITIL
- Tool alignment
- Audit evidence
- Post-mortem formatting
Module 5. Change evaluation and control
Design a change management process that satisfies ISO 20000 while supporting speed and stability. Implement risk-based review tiers.
12 chapters in this module
- Change types
- Request intake
- Risk assessment
- Review board design
- Approval workflows
- Emergency changes
- Post-implementation review
- Backout planning
- Documentation standards
- Integration with Jira
- Audit readiness
- Continuous improvement
Module 6. Configuration management database strategy
Develop a CMDB approach that supports ISO 20000 compliance with accurate, auditable configuration items and relationships.
12 chapters in this module
- CI identification
- Relationship mapping
- Ownership assignment
- Lifecycle stages
- Automated discovery
- Data validation
- Access controls
- Integration with ServiceNow
- Audit trail setup
- Reporting outputs
- Change linkage
- Maintenance rhythm
Module 7. Supplier management and third-party oversight
Structure vendor contracts and performance reviews to meet ISO 20000 requirements for external service delivery.
12 chapters in this module
- Vendor selection criteria
- Contract alignment
- Performance monitoring
- SLA enforcement
- Audit rights
- Risk scoring
- Onboarding process
- Exit planning
- Reporting structure
- Compliance verification
- Incident linkage
- Continuity planning
Module 8. Internal audit preparation and execution
Lead internal audits with confidence using ISO 20000-specific checklists, sampling methods, and finding classification.
12 chapters in this module
- Audit planning
- Checklist design
- Sampling approach
- Finding classification
- Interview techniques
- Evidence collection
- Report formatting
- Follow-up tracking
- Non-conformance handling
- Corrective action planning
- Management review
- Continuous monitoring
Module 9. Management review and continual improvement
Run executive-level management reviews that drive service improvement and demonstrate compliance maturity.
12 chapters in this module
- Agenda design
- Performance review
- Risk update
- Compliance status
- Improvement planning
- Resource needs
- Stakeholder input
- Decision tracking
- Minutes standards
- Action item ownership
- Follow-up rhythm
- Strategic alignment
Module 10. Certification audit readiness
Prepare for external certification audits with complete documentation, role readiness, and mock audit execution.
12 chapters in this module
- Certification process
- Stage 1 audit prep
- Stage 2 audit prep
- Document review
- Role readiness
- Mock audit design
- Evidence compilation
- Finding response
- Corrective action
- Timeline planning
- Lead auditor interface
- Certification maintenance
Module 11. Integration with NIST and SOC 2
Align ISO 20000 with complementary frameworks to reduce duplication and strengthen overall compliance posture.
12 chapters in this module
- Control overlap mapping
- NIST CSF alignment
- SOC 2 integration
- Data flow alignment
- Audit evidence reuse
- Unified reporting
- Gap analysis
- Efficiency gains
- Cross-framework training
- Vendor alignment
- Internal alignment
- Continuous monitoring
Module 12. Sustaining compliance at scale
Institutionalize ISO 20000 mastery across teams and geographies with training programs, documentation libraries, and automated monitoring.
12 chapters in this module
- Training program design
- Knowledge transfer
- Documentation library
- Automated monitoring
- Role rotation
- Audit rhythm
- Vendor consistency
- Global alignment
- Language adaptation
- Tool integration
- Feedback loops
- Maturity assessment
How this maps to your situation
- When preparing for an internal audit
- While designing a new service delivery process
- During vendor contract negotiations
- Ahead of a certification audit
Before vs. after
Before
Reading ISO 20000 clause by clause, reacting to audit findings, relying on consultants for structure
After
Leading ISO 20000 implementation with full command of framework logic, designing compliant processes independently, and owning audit narratives
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 6, 8 hours per module, designed to be completed alongside active work cycles.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses exclusively on ISO 20000 mastery with real-world implementation patterns from defense and federal IT environments. No other course delivers this depth of clause-level reasoning paired with operational playbooks.
Frequently asked
Who is this course for?
Service Delivery Managers and operations leads in regulated sectors who are responsible for ISO 20000 compliance, audit readiness, and service framework design.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me pass a certification audit?
Yes. The course includes certification prep modules, mock audit design, and evidence compilation strategies proven in federal IT environments.
$199 one-time. Approximately 6, 8 hours per module, designed to be completed alongside active work cycles..
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