A tailored course, built for your situation
Broader Scope in IT Service Management with ISO 20000
Master the standard to lead more initiatives in your current role
$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
IT service management practitioner in a technical sales or operational role, aiming to expand decision ownership without a title change
Who this is not for
Executives seeking board-level summaries or professionals outside service delivery roles
What you walk away with
- Lead ISO 20000-aligned initiatives without waiting for promotion
- Own service catalog and SLA design decisions end to end
- Shape internal process reviews with standard-backed proposals
- Expand influence across operations and client-facing teams
- Drive service improvements with documented, reusable frameworks
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 and Its Strategic Value
Explore how ISO 20000 creates opportunities for practitioners to lead beyond their job descriptions. Understand where it intersects with sales, delivery, and client expectations.
12 chapters in this module
- What ISO 20000 enables
- Service management maturity levels
- Linking standards to client trust
- Sales cycles influenced by compliance
- Internal credibility through certification
- Scope expansion without promotion
- Common misconceptions about ISO 20000
- Roles involved in implementation
- How service catalogs drive value
- SLAs as strategic tools
- Documentation as influence
- Case study first adoption
Module 2. Scoping Service Management Across Teams
Define what’s in and out of scope for ISO 20000 with clarity. Learn how to negotiate ownership across departments using the standard as neutral ground.
12 chapters in this module
- Mapping service boundaries
- Internal vs external services
- Ownership dispute resolution
- Identifying key stakeholders
- Engaging operations teams
- Sales team alignment tactics
- Client onboarding touchpoints
- Change control integration
- Incident response ownership
- Problem management handoffs
- Release coordination roles
- Escalation path design
Module 3. Building the Service Catalog
Construct a clear, client-facing service catalog that aligns with ISO 20000 and strengthens internal decision rights. See how top teams use it to drive policy.
12 chapters in this module
- Defining service entries
- Naming conventions
- Service descriptions that sell
- Pricing transparency rules
- SLA integration points
- Client access methods
- Version control for services
- Retirement policies
- Catalog governance model
- Approval workflows
- Audit readiness features
- Case study cloud service launch
Module 4. Service Level Management
Design and own SLAs that balance client needs and operational reality. Gain authority by being the go-to person for performance commitments.
12 chapters in this module
- SLA vs OLAs defined
- Uptime thresholds
- Response time tiers
- Availability calculations
- Reporting frequency
- Penalty clauses design
- Client negotiation prep
- Internal alignment checks
- Performance review rhythm
- Remediation planning
- Escalation triggers
- Case study SLA renewal
Module 5. Incident Management Framework
Lead incident response improvements using ISO 20000. Increase your role in how outages are classified, tracked, and resolved.
12 chapters in this module
- Incident severity levels
- Classification taxonomy
- Ticket lifecycle stages
- Auto-assignment logic
- Major incident protocol
- Post-mortem ownership
- MTTR benchmarks
- Client communication plan
- Downtime reporting
- Escalation matrices
- Preventive measures
- Tooling integration
Module 6. Problem Management and Root Cause Analysis
Shift from reactive firefighting to proactive resolution. Position yourself as the owner of systemic reliability improvements.
12 chapters in this module
- Problem identification
- Root cause techniques
- RCA meeting structure
- Trend analysis methods
- Known error database
- Workaround tracking
- Permanent fix validation
- Integration with change control
- Downtime cost analysis
- Client impact scoring
- Reporting to leadership
- Case study reducing repeat tickets
Module 7. Change Management Integration
Embed change control into daily operations. Use ISO 20000 to own how changes are proposed, reviewed, and approved.
12 chapters in this module
- Change types defined
- Standard change criteria
- Assessment checklists
- Approval workflows
- Emergency change path
- CAB meeting prep
- Change advisory board roles
- Post-implementation review
- Success metrics
- Backout planning
- Automated change tracking
- Case study zero-downtime rollout
Module 8. Configuration Management and CMDB
Lead accurate configuration tracking. Use the CMDB as a foundation for compliance, audit, and client reporting.
12 chapters in this module
- CI identification
- CMDB ownership
- Data accuracy checks
- Sync with discovery tools
- Version history tracking
- Access control rules
- Client-facing reports
- Audit trail requirements
- Integration with incident
- Change linkage
- Decommissioning process
- Case study CMDB cleanup
Module 9. Release and Deployment Management
Own the release lifecycle from planning to deployment. Gain influence in how features and fixes reach clients.
12 chapters in this module
- Release types
- Deployment windows
- Staging environments
- Rollback procedures
- Client communication plan
- Success criteria
- Testing validation
- Change freeze periods
- Automated deployment
- Post-release review
- Metrics collection
- Case study major platform upgrade
Module 10. Continual Improvement Process
Lead service evolution using ISO 20000’s continual improvement cycle. Become the driver of measurable progress.
12 chapters in this module
- Improvement identification
- Prioritization framework
- KPI selection
- Baseline measurement
- Action planning
- Stakeholder alignment
- Progress tracking
- Reporting upward
- Client feedback loop
- Lessons learned
- Template reuse
- Case study reducing MTTR
Module 11. Internal Audits and Compliance
Prepare for ISO 20000 audits with confidence. Position yourself as the steward of compliance and readiness.
12 chapters in this module
- Audit planning
- Checklist development
- Evidence collection
- Finding classification
- Remediation tracking
- Report writing
- Pre-audit walkthroughs
- Client assurance materials
- Gap analysis
- Compliance dashboards
- Stakeholder briefings
- Case study external audit
Module 12. Growing Your Mandate with ISO 20000
Apply everything learned to expand your role. Use ISO 20000 fluency to lead initiatives and gain decision rights in your current position.
12 chapters in this module
- Identifying expansion areas
- Proposal writing
- Stakeholder mapping
- Pilot project design
- Success measurement
- Influence tactics
- Documentation reuse
- Mentorship opportunities
- Visibility strategies
- Cross-team collaboration
- Budget justification
- Long-term ownership
How this maps to your situation
- Preparing for ISO 20000 adoption
- Leading internal process changes
- Expanding influence in operations
- Driving client-facing improvements
Before vs. after
Before
Limited to executing defined tasks in service delivery, with little input on process design or cross-team coordination
After
Leading ISO 20000 initiatives, shaping service improvements, and influencing decisions across operations and client teams
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters total)
- 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 hours per module, designed for practitioners to apply learning incrementally.
How this compares to the alternatives
Unlike generic compliance training, this course is tailored to practitioners seeking expanded influence in service management through ISO 20000, focusing on real artifacts, decision rights, and internal credibility rather than certification prep alone.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this help with ISO 20000 certification?
Yes, it provides the practical foundation needed to lead implementation and contribute to certification efforts.
Is this relevant for someone in a technical sales role?
Yes, it strengthens your ability to speak to service design, SLAs, and compliance, giving you more authority in client discussions.
$199 one-time. Approximately 2 hours per module, designed for practitioners to apply learning incrementally..
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