A tailored course, built for your situation
Mastering ISO 20000 for Scrum Masters and Programmer Analysts
A step-by-step system to turn service management intent into working artefacts faster
$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.
Avoid rework cycles and delayed sign-offs when delivering ISO 20000-aligned service artefacts
The situation this course is for
Many technical Scrum Masters spend too much time revising deliverables post-review because compliance expectations weren’t built in from sprint one. This creates bottlenecks, extends timelines, and dilutes momentum.
Who this is for
Technical Scrum Masters in IT services firms who also carry analyst or developer responsibilities and are increasingly accountable for ISO-standard artefacts
Who this is not for
Pure project managers with no technical contribution, enterprise architects without delivery ownership, or compliance officers without hands-on sprint involvement
What you walk away with
- Produce ISO 20000-aligned service documentation that passes internal review the first time
- Embed compliance checks directly into sprint planning and task breakdowns
- Reduce time from sprint kickoff to approved deliverables by up to 40%
- Use your Programmer Analyst skills to automate routine control validation
- Become the go-to practitioner for bridging agile execution and service management standards
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 in Agile Contexts
Ground your agile practice in the core requirements of ISO 20000, focusing on how service management objectives align with sprint goals and delivery cadence.
12 chapters in this module
- Mapping ISO 20000 clauses to Scrum event timelines
- How service level agreements shape backlog prioritization
- Translating service continuity requirements into sprint tasks
- Integrating incident management workflows into daily standups
- Ensuring change control doesn’t slow down deployment velocity
- Documenting service reports without disrupting developer flow
- Aligning sprint reviews with ISO 20000 audit expectations
- Using retrospectives to improve service delivery compliance
- Tracking service availability metrics in Jira natively
- Embedding configuration management into code repositories
- Defining release criteria with ISO 20000 in mind
- Balancing agility with formal service management reporting
Module 2. Sprint Planning with ISO 20000 Requirements
Structure your sprint planning to include ISO 20000 controls from the start, eliminating late-stage rework and accelerating delivery.
12 chapters in this module
- Identifying mandatory control points before sprint kickoff
- Assigning ownership for compliance tasks in user stories
- Estimating effort for documentation alongside feature work
- Integrating service risk assessments into backlog grooming
- Creating sprint goals that satisfy both delivery and audit needs
- Using acceptance criteria to enforce ISO alignment
- Avoiding scope creep from unplanned compliance fixes
- Leveraging Programmer Analyst skills to validate controls
- Building traceability into task breakdowns
- Formatting tasks to support future audit evidence
- Planning for internal audit checkpoints within sprints
- Setting up automated reminders for control-related deliverables
Module 3. Backlog Refinement for Service Compliance
Transform backlog refinement into a compliance-enabling activity by embedding ISO 20000 requirements directly into user stories.
12 chapters in this module
- Tagging user stories for ISO 20000 control coverage
- Writing compliant acceptance criteria without slowing velocity
- Linking service continuity needs to infrastructure stories
- Mapping incident response workflows to operational tasks
- Incorporating change management gates into deployment stories
- Documenting configuration items in story descriptions
- Using labels to track audit readiness across epics
- Prioritizing backlog items based on compliance risk
- Flagging dependencies that impact service reporting
- Refining technical debt stories for ISO alignment
- Ensuring service level metrics are code-embedded
- Preparing artefacts for seamless audit access
Module 4. Daily Standups and Real-Time Compliance
Use daily standups to monitor ISO 20000 progress and surface compliance risks before they become blockers.
12 chapters in this module
- Reporting on control implementation during daily updates
- Identifying deviation risks in developer progress
- Tracking incident management integration in real time
- Calling out delays in configuration documentation
- Verifying change control adherence during check-ins
- Monitoring service continuity testing status
- Escalating compliance roadblocks early
- Using standups to confirm audit trail completeness
- Linking task progress to ISO requirement coverage
- Integrating security incident response into team rhythm
- Updating compliance dashboards during standups
- Keeping service level reporting on the team's radar
Module 5. Sprint Reviews with Audit-Ready Outputs
Structure sprint reviews to showcase ISO 20000 compliance as an outcome, not an afterthought.
12 chapters in this module
- Demonstrating service continuity capabilities in demos
- Presenting incident management workflows to stakeholders
- Reviewing change logs as part of release validation
- Showing configuration baselines in deployment reports
- Highlighting service level achievement in metrics
- Documenting service improvements with audit evidence
- Using feedback loops to improve compliance processes
- Capturing stakeholder sign-off in review minutes
- Linking completed stories to control requirements
- Archiving artefacts for future audit access
- Validating service reporting completeness
- Ensuring continuity plans are version-controlled
Module 6. Retrospectives That Improve Compliance
Turn retrospectives into a driver for stronger ISO 20000 adherence by addressing process gaps in real time.
12 chapters in this module
- Analyzing missed compliance deadlines in retrospectives
- Improving incident response workflows from team feedback
- Updating change management processes based on team input
- Refining configuration documentation practices
- Enhancing service level reporting accuracy
- Reducing rework from audit findings
- Identifying root causes of compliance delays
- Implementing automated checks based on team suggestions
- Tracking compliance improvement over sprints
- Embedding audit readiness into team culture
- Creating action items for control optimization
- Measuring progress on compliance debt reduction
Module 7. Automating Control Evidence Collection
Leverage your Programmer Analyst skills to automate ISO 20000 evidence collection and reduce manual overhead.
12 chapters in this module
- Scripting automated incident log extraction
- Generating change request summaries from Git logs
- Automating configuration baselining with CI/CD
- Creating compliance dashboards in Power BI
- Extracting service level metrics from monitoring tools
- Integrating audit trails into deployment pipelines
- Using APIs to pull real-time evidence
- Validating control effectiveness with code checks
- Building versioned documentation from code comments
- Automating service continuity test reports
- Scheduling recurring compliance checks
- Alerting on control deviation in real time
Module 8. Documentation That Moves with the Team
Create lightweight, versioned documentation that evolves with the sprint and satisfies ISO 20000 review.
12 chapters in this module
- Writing just-enough documentation for controls
- Storing documents in version-controlled repos
- Linking documentation to user stories
- Using templates that auto-populate from code
- Updating service reports incrementally
- Embedding compliance notes in READMEs
- Generating audit trails from CI/CD logs
- Versioning policies alongside code
- Tagging documents for audit readiness
- Structuring folders for easy evidence retrieval
- Maintaining up-to-date configuration baselines
- Archiving obsolete versions securely
Module 9. Change Management in Agile Sprints
Integrate ISO 20000 change management requirements into agile workflows without sacrificing speed.
12 chapters in this module
- Classifying changes by risk and impact level
- Embedding approval workflows in Jira
- Automating change request creation from tickets
- Linking changes to incident and problem records
- Maintaining change logs in version control
- Scheduling emergency changes with audit safety
- Documenting rollback plans in deployment stories
- Validating change success with monitoring data
- Reporting on change success rates
- Using retrospectives to improve change processes
- Integrating CAB approvals into sprint planning
- Ensuring post-implementation reviews happen
Module 10. Incident and Problem Management Integration
Bake incident and problem management into development workflows to meet ISO 20000 requirements proactively.
12 chapters in this module
- Mapping incident types to response automation
- Integrating monitoring alerts into sprint backlogs
- Creating user stories from recurring incidents
- Documenting root cause analysis in code comments
- Automating incident reporting from logs
- Linking problem records to technical debt
- Using sprint retrospectives to prevent repeat incidents
- Validating incident resolution with logs
- Maintaining incident response runbooks
- Training developers on incident escalation paths
- Testing incident workflows in staging
- Reporting on incident trends to stakeholders
Module 11. Service Level Reporting That Sticks
Build service level reporting into delivery so it's accurate, real, and audit-ready.
12 chapters in this module
- Defining SLAs in sprint planning
- Capturing SLA data from production metrics
- Automating SLA reporting with scripts
- Linking SLAs to user story outcomes
- Visualizing service performance in dashboards
- Reviewing SLA breaches in retrospectives
- Improving reliability through backlog items
- Documenting SLA adjustments with rationale
- Exporting reports for compliance audits
- Ensuring data accuracy in service reports
- Updating SLA baselines after deployment
- Archiving historical SLA data securely
Module 12. Audit Preparation Without Panic
Stay audit-ready by design, not by scramble, using integrated agile-compliance workflows.
12 chapters in this module
- Tracking all ISO 20000 controls in backlog items
- Maintaining versioned policy documents
- Keeping change logs up to date automatically
- Generating evidence packs from CI/CD
- Running pre-audit compliance checks
- Using dashboards for real-time readiness
- Assigning audit prep tasks early
- Documenting exceptions with mitigation plans
- Confirming control effectiveness in reviews
- Streamlining auditor access to artefacts
- Creating a living audit playbook
- Ensuring continuity after team changes
How this maps to your situation
- Sprint planning with ISO requirements
- Backlog refinement for compliance
- Daily standups monitoring control progress
- Sprint reviews showcasing audit-ready outputs
Before vs. after
Before
Deliverables often require rework after review, compliance feels bolted on, and audit prep is reactive.
After
Service artefacts meet ISO 20000 standards on first pass, controls are embedded in sprints, and audit readiness is continuous.
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 90 minutes per week over three weeks to complete all modules and apply templates.
If nothing changes
Continuing to treat compliance as a separate phase risks delayed deliveries, repeated rework, and missed opportunities to stand out as a leader in agile service management.
How this compares to the alternatives
Unlike generic ISO 20000 courses, this program is built for Scrum Masters who code, blending service management with agile delivery and automation for faster, cleaner outputs.
Frequently asked
Is this course only for ITIL practitioners?
No. It’s designed for Scrum Masters and Programmer Analysts, even if you’re new to ISO 20000 or service management frameworks.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this in non-IT service teams?
Yes. The principles work in any technical delivery team required to meet service management standards.
$199 one-time. Approximately 90 minutes per week over three weeks to complete all modules and apply templates..
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