Skip to main content
Image coming soon

Deeper command of the ISO 20000 service management framework

$199.00
Adding to cart… The item has been added

A tailored course, built for your situation

Deeper command of the ISO 20000 service management framework

A 199 tailored course for Smitha Chandran to master ISO 20000 implementation at scale

$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.
Generic compliance training doesn’t equip senior directors to lead ISO 20000 with authority

The situation this course is for

Most ISO 20000 resources are built for auditors or entry-level implementers, not senior leaders who need to interpret, adapt, and govern the standard across complex service portfolios. Without deep command, practitioners default to checklist compliance instead of strategic control.

Who this is for

Senior Director in global services organization, responsible for service governance, compliance posture, and operational frameworks

Who this is not for

Entry-level auditors, junior consultants, or practitioners focused only on ISO 27001 or SOC 2 without service management scope

What you walk away with

  • Confident interpretation of ISO 20000 clauses in real-world service delivery contexts
  • Faster internal assessment cycles due to stronger control mapping
  • Clearer service reporting narratives for executive and client reviews
  • Ability to lead ISO 20000 readiness projects without external consultants
  • Reusable templates and implementation logic that scale across accounts

The 12 modules (with all 144 chapters)

Module 1. Introduction to ISO 20000 scope and applicability
Establish foundational understanding of where ISO 20000 applies in service delivery environments and how it differs from related standards.
12 chapters in this module
  1. Service management standards landscape
  2. ISO 20000 purpose and structure
  3. Clause 1 overview
  4. Clause 2 applicability
  5. Service lifecycle alignment
  6. Integration with ITIL
  7. Mapping to client contracts
  8. Common misapplications
  9. Scope boundary decisions
  10. Documented scope statements
  11. Internal stakeholder alignment
  12. First audit readiness check
Module 2. Service management system planning
Learn how to design a compliant SMS based on organizational context and risk.
12 chapters in this module
  1. Context of the organization
  2. Defining interested parties
  3. Risk and opportunity assessment
  4. Service management policy
  5. Objectives setting
  6. Change planning
  7. Resource identification
  8. Competency mapping
  9. Documentation requirements
  10. Leadership accountability
  11. Policy communication
  12. Review frequency
Module 3. Service delivery process controls
Master control design for service delivery including scheduling, capacity, and continuity.
12 chapters in this module
  1. Service delivery framework
  2. Capacity planning
  3. Performance monitoring
  4. Resource scheduling
  5. Service continuity
  6. Failure impact analysis
  7. Recovery testing
  8. Third-party dependencies
  9. SLA alignment
  10. Incident linkage
  11. Change integration
  12. Reporting cadence
Module 4. Relationship and supplier management
Implement controls for managing clients, vendors, and partnerships under ISO 20000.
12 chapters in this module
  1. Client requirement capture
  2. Contract alignment
  3. Supplier evaluation
  4. Vendor oversight
  5. Performance reviews
  6. Risk monitoring
  7. Subcontractor controls
  8. Transition planning
  9. Exit clauses
  10. Joint audits
  11. Dispute resolution
  12. Relationship reporting
Module 5. Incident and service request management
Build compliant incident resolution workflows aligned with ISO 20000 requirements.
12 chapters in this module
  1. Incident classification
  2. Response timelines
  3. Escalation paths
  4. Root cause process
  5. Service request handling
  6. Knowledge base integration
  7. Resolution tracking
  8. Customer communication
  9. Trend analysis
  10. Feedback loops
  11. Integration with problem management
  12. Audit trail setup
Module 6. Problem and change management
Design robust problem resolution and change control processes under ISO 20000.
12 chapters in this module
  1. Problem identification
  2. Error control
  3. Known error database
  4. Change types
  5. Change approval
  6. Emergency changes
  7. Post-implementation review
  8. Change calendar
  9. Backout planning
  10. Impact documentation
  11. Stakeholder notification
  12. Audit readiness
Module 7. Configuration and asset management
Implement accurate configuration and asset tracking aligned with ISO 20000.
12 chapters in this module
  1. Configuration items
  2. CMDB structure
  3. Asset lifecycle
  4. Ownership tracking
  5. Version control
  6. Relationship mapping
  7. Audit frequency
  8. Reconciliation process
  9. Decommissioning
  10. Security classification
  11. Licensing compliance
  12. Reporting accuracy
Module 8. Service level and reporting framework
Develop meaningful service level agreements and performance reporting.
12 chapters in this module
  1. SLA structure
  2. KPI selection
  3. Reporting frequency
  4. Dashboard design
  5. Client review meetings
  6. Performance trends
  7. Improvement planning
  8. Escalation thresholds
  9. Third-party reporting
  10. Internal alignment
  11. Review documentation
  12. Audit trail
Module 9. Internal audit and assessment planning
Learn how to plan and execute ISO 20000 internal audits effectively.
12 chapters in this module
  1. Audit scope definition
  2. Audit schedule
  3. Checklist development
  4. Evidence collection
  5. Interview techniques
  6. Finding classification
  7. Report structure
  8. Management review
  9. Corrective action tracking
  10. Audit trail completeness
  11. Follow-up timing
  12. Improvement integration
Module 10. Management review and continual improvement
Lead executive reviews and drive continual service improvement.
12 chapters in this module
  1. Review frequency
  2. Agenda design
  3. Performance review
  4. Risk update
  5. Resource needs
  6. Improvement initiatives
  7. Action tracking
  8. Stakeholder feedback
  9. External changes
  10. Compliance status
  11. Strategic alignment
  12. Documentation update
Module 11. Certification preparation and external audit
Prepare for successful ISO 20000 certification and external audit.
12 chapters in this module
  1. Certification scope
  2. Gap assessment
  3. Evidence readiness
  4. Audit timeline
  5. External auditor expectations
  6. Opening meeting
  7. Document review
  8. Interview preparation
  9. Finding response
  10. Corrective action plan
  11. Certification decision
  12. Post-certification maintenance
Module 12. Scaling ISO 20000 across global operations
Extend ISO 20000 implementation across multiple units and geographies.
12 chapters in this module
  1. Centralized governance
  2. Local adaptation
  3. Training rollout
  4. Consistency monitoring
  5. Global reporting
  6. Language considerations
  7. Time zone challenges
  8. Cultural alignment
  9. Vendor harmonization
  10. Audit coordination
  11. Lessons learned
  12. Future roadmap

How this maps to your situation

  • Leading ISO 20000 in a global services firm
  • Advising clients on service management compliance
  • Preparing for internal or external audit
  • Reducing reliance on external consultants

Before vs. after

Before
Reliance on fragmented guidance and external consultants for ISO 20000 interpretation
After
Confident, independent mastery of ISO 20000 framework and implementation

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 12 hours over 4 weeks, with flexible pacing and immediate access to all materials.

If nothing changes
Continued dependency on external experts slows decision-making and dilutes leadership authority in service governance discussions.

How this compares to the alternatives

Unlike generic online courses or certification prep materials, this course is tailored to senior practitioners leading real-world ISO 20000 implementation in global service organizations, with emphasis on decision-making, control design, and leadership influence.

Frequently asked

Is this course focused on ISO 20000 only?
Yes, the course is entirely dedicated to mastering ISO 20000, with no overlap or abstraction into other frameworks.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me lead audits?
Yes, modules cover internal audit planning, execution, and external certification readiness.
$199 one-time. Approximately 12 hours over 4 weeks, with flexible pacing and immediate access to all materials..

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
!