A tailored course, built for your situation
Mastering ISO 20000 for AWS DevOps Engineers
Achieve full command of service management frameworks aligned to cloud infrastructure 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.
Stop adapting frameworks to your stack, start engineering your stack to command the framework
The situation this course is for
Generic compliance courses assume you're implementing in a vacuum. The real challenge is making ISO 20000 work inside AWS environments where automation, cloud-native tooling, and DevOps velocity clash with traditional service management templates. Most practitioners patch the gap, this course closes it with architecture-grade clarity.
Who this is for
Senior DevOps and cloud infrastructure engineers in global systems integrators who own or influence service management compliance in AWS environments
Who this is not for
Managers looking for high-level overviews, non-technical stakeholders, or teams using non-AWS cloud platforms
What you walk away with
- Map AWS service delivery workflows directly to ISO 20000 control objectives
- Produce auditor-ready service documentation in under three days
- Own the service lifecycle definition from incident to release management
- Anticipate audit follow-ups with source-aligned control narratives
- Build repeatable service templates that survive team rotation
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in Cloud Contexts
Establish foundation of ISO 20000’s structure and its alignment with AWS-native operations. Learn how service management standards apply to automated environments.
12 chapters in this module
- Scope of ISO 20000-1
- Service lifecycle phases
- Role of service level agreements
- Integration with AWS Well-Architected
- Differences from SOC 2 and ISO 27001
- Cloud-specific compliance challenges
- Auditor expectations by region
- Service catalog requirements
- Incident vs. problem management
- Change control integration
- Configuration management data
- Service reporting cadence
Module 2. Service Management Policy Design
Define enforceable policies tailored to AWS operations. Align governance with automation scope and team autonomy.
12 chapters in this module
- Policy intent documentation
- Ownership assignment rules
- Version control for policies
- AWS account boundaries
- Service ownership models
- Cross-region service alignment
- Automated policy checks
- Integration with IAM roles
- Policy exception process
- Review cycle design
- Stakeholder sign-off workflow
- Audit trail configuration
Module 3. Service Design and Transition
Structure new AWS services to comply with ISO 20000 from inception. Integrate compliance into CI/CD pipelines.
12 chapters in this module
- Service design package elements
- Integration with AWS CloudFormation
- Automated tagging standards
- Cost model documentation
- Availability requirements
- Recovery time integration
- Change advisory board setup
- Testing validation gates
- Launch approval chain
- Decommissioning criteria
- Service portfolio update
- Stakeholder notification
Module 4. Service Delivery Process Mapping
Map SLAs, OLAs, and underpinning contracts to AWS services. Build traceability into monitoring systems.
12 chapters in this module
- SLA definition syntax
- Uptime measurement precision
- Oversubscription thresholds
- Penalty clause alignment
- OLA integration with SRE
- Contract expiry tracking
- Capacity planning inputs
- Demand forecasting models
- Resource scaling triggers
- Reporting format standardization
- Customer communication templates
- Escalation path documentation
Module 5. Incident and Problem Management
Align AWS CloudWatch, SNS, and EventBridge workflows with ISO 20000 incident handling. Reduce mean time to resolution.
12 chapters in this module
- Incident classification model
- Severity tier definitions
- Automated ticket creation
- Root cause analysis method
- Problem record requirements
- Known error database
- Post-mortem workflow
- MTTR tracking
- Incident escalation path
- Cross-team coordination
- Resolution time SLAs
- Feedback loop integration
Module 6. Change Control Implementation
Embed ISO 20000 change management into AWS Control Tower and automated approval systems.
12 chapters in this module
- Change types classification
- Standard change catalog
- Approval authority matrix
- Emergency change process
- Automation approval rules
- Pre-deployment checklists
- Rollback documentation
- Integration with AWS AppConfig
- Change calendar sync
- Post-change review
- Compliance delta checks
- Audit-ready change logs
Module 7. Configuration Management Setup
Implement CMDB for AWS using Systems Manager and Resource Groups. Ensure configuration items align with ISO 20000.
12 chapters in this module
- CI identification scope
- AWS resource tagging standard
- CMDB synchronization
- Relationship mapping
- Version history capture
- Automated drift detection
- Access control to CMDB
- Import from AWS Config
- CI ownership rules
- Lifecycle state tracking
- Integration with ServiceNow
- Audit trail configuration
Module 8. Release and Deployment Automation
Align AWS CodePipeline and CodeDeploy with ISO 20000 release management. Ensure traceability across stages.
12 chapters in this module
- Release schedule planning
- Build artifact traceability
- Deployment window rules
- Backout procedures
- Automated testing gates
- Staging environment policy
- Production cutover plan
- Service validation steps
- Rollout communication
- Post-release review
- Change freeze periods
- Version inventory update
Module 9. Service Continuity Planning
Develop ISO 20000-aligned disaster recovery plans for AWS services. Integrate with AWS Backup and DR plans.
12 chapters in this module
- Critical service identification
- Recovery time objectives
- Recovery point objectives
- Multi-region failover design
- Backup validation cycle
- Disaster recovery playbook
- Communication tree
- Third-party dependency mapping
- Tabletop exercise planning
- Regulator reporting triggers
- Insurance policy alignment
- Service restoration tracking
Module 10. Supplier Management Framework
Manage AWS as a supplier under ISO 20000. Define performance monitoring and contract oversight.
12 chapters in this module
- Supplier classification
- SLA monitoring system
- Penalty enforcement
- Joint review meetings
- Contract renewal tracking
- Performance dashboards
- Escalation to AWS Support
- Third-party audit rights
- Subcontractor oversight
- Data sovereignty compliance
- Exit strategy planning
- Knowledge transfer requirements
Module 11. Internal Audit Preparation
Prepare for ISO 20000 audits with AWS-native evidence collection. Reduce pre-audit workload by 70%.
12 chapters in this module
- Audit scope definition
- Evidence collection automation
- Control mapping templates
- Interview preparation
- Finding response workflow
- Non-conformance tracking
- Corrective action logging
- Audit trail completeness
- Management review input
- Audit frequency alignment
- External auditor coordination
- Follow-up timeline
Module 12. Continuous Improvement Integration
Embed continual improvement into AWS operations. Align with ISO 20000’s continual service improvement phase.
12 chapters in this module
- Service review cadence
- KPI improvement tracking
- Customer feedback integration
- Process maturity assessment
- Benchmarking against peers
- Improvement proposal workflow
- ROI calculation method
- Change implementation plan
- Success measurement
- Lessons learned archive
- Improvement reporting
- Leadership review alignment
How this maps to your situation
- When onboarding a new AWS environment
- Before an ISO 20000 audit cycle
- During service delivery redesign
- After a major incident or outage
Before vs. after
Before
Manual compliance patching, inconsistent service documentation, reactive audit responses
After
Systematic ISO 20000 alignment, automated evidence collection, proactive service governance
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 3 hours per module, designed for integration into existing workflows without disruption.
If nothing changes
Continuing without structured ISO 20000 mastery means recurring audit rework, reliance on tribal knowledge, and missed opportunities to lead service governance initiatives in your organization.
How this compares to the alternatives
Unlike generic compliance courses, this program is built specifically for AWS DevOps engineers, no abstraction, no one-size-fits-all templates. You get actionable, stack-aligned mastery of ISO 20000, not just awareness.
Frequently asked
Is this course specific to AWS environments?
Yes. Every module is tailored to AWS-native tooling, services, and operational patterns.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does it include templates I can use immediately?
Yes. Each module includes downloadable templates and worked examples you can deploy in your environment.
$199 one-time. Approximately 3 hours per module, designed for integration into existing workflows without disruption..
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