A tailored course, built for your situation
Mastering ISO 20000 for Chief Strategists in Global Technology Services
Build defensible service delivery frameworks with precision and consistency
$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.
Avoiding rework on service governance deliverables
The situation this course is for
High-performing strategists often face delayed sign-offs and repeated revisions when frameworks lack structural rigour or traceability to ISO 20000 requirements.
Who this is for
Senior strategist in a global systems integrator or technology services firm, responsible for shaping service delivery standards and governance models
Who this is not for
Junior compliance staff, auditors, or practitioners focused solely on ISO 27001 without service management scope
What you walk away with
- Produce ISO 20000 service policy drafts that require no structural rework
- Map controls to processes with traceable, defensible logic
- Document service agreements with fewer revision cycles
- Anticipate auditor feedback and build it into first-version outputs
- Deliver consistent, polished frameworks across global delivery teams
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 and Strategic Alignment
Establish the core principles of ISO 20000 and align them with enterprise strategy objectives in global service delivery contexts.
12 chapters in this module
- Scope of ISO 20000 in technology services
- Linking service management to business goals
- Strategic rationale for standardisation
- Understanding certification boundaries
- Role of the strategist in governance
- Differentiating ISO 20000 from ISO 27001
- Global applicability of service standards
- Integrating with ITIL practices
- Mapping to client expectations
- Baseline assessment methodology
- Stakeholder engagement framework
- Documenting strategic alignment
Module 2. Service Portfolio Management Design
Build a structured service portfolio that reflects business value and meets ISO 20000 requirements.
12 chapters in this module
- Defining service categories
- Service lifecycle stages
- Value proposition documentation
- Service naming conventions
- Ownership assignment models
- Financial transparency standards
- Client-facing service descriptions
- Internal service dependencies
- Portfolio governance cadence
- Change control for services
- Retirement planning
- Audit trail integration
Module 3. Service Level Agreement Framework Construction
Design SLA structures that are enforceable, clear, and aligned with operational capability.
12 chapters in this module
- SLA vs OLAs vs UCs
- Defining measurable KPIs
- Setting realistic targets
- Escalation path definition
- Penalty and reward mechanisms
- Client approval workflows
- Service credit calculations
- Reporting frequency standards
- Version control protocols
- Legal enforceability checks
- Third-party dependency mapping
- Review cycle scheduling
Module 4. Incident Management Process Implementation
Deploy an ISO 20000-compliant incident management process with clear ownership and resolution standards.
12 chapters in this module
- Incident definition scope
- Classification taxonomy design
- Prioritisation matrix setup
- Initial response SLAs
- Service desk integration
- Escalation procedures
- Root cause documentation
- Workaround tracking
- Major incident protocols
- Cross-team coordination
- Closure criteria definition
- Post-incident review templates
Module 5. Configuration Management Database Strategy
Develop a CMDB approach that ensures asset traceability and supports service assurance.
12 chapters in this module
- CI identification criteria
- Relationship mapping
- Ownership assignment
- Automation integration
- Data accuracy validation
- Versioning standards
- Access control policies
- Decommissioning workflows
- Audit trail generation
- Integration with change management
- Tool selection factors
- Governance reporting
Module 6. Change Evaluation and Approval Workflows
Design standardised change control processes that balance agility and compliance.
12 chapters in this module
- Change categorisation model
- Standard change library
- Emergency change protocols
- CAB structure design
- Risk assessment templates
- Stakeholder consultation
- Backout planning
- Success criteria definition
- Post-implementation review
- Change freeze management
- Automated approval paths
- Compliance tracking
Module 7. Problem Management Lifecycle Integration
Integrate problem management into service operations to reduce recurring incidents.
12 chapters in this module
- Problem vs incident distinction
- Root cause analysis methods
- Known error database setup
- Trend identification
- Proactive risk mitigation
- Workaround documentation
- Permanent fix tracking
- Knowledge article integration
- Cross-functional ownership
- Problem escalation paths
- Resolution time benchmarks
- Effectiveness measurement
Module 8. Service Continuity Planning Alignment
Align service continuity plans with ISO 20000 requirements and business resilience goals.
12 chapters in this module
- Impact assessment methodology
- Recovery time objectives
- Resource allocation planning
- Test scenario design
- Stakeholder notification
- Third-party dependencies
- Geographic redundancy
- Crisis communication
- Plan maintenance cycle
- Regulatory reporting alignment
- Audit preparation
- Lessons learned integration
Module 9. Supplier Management Process Design
Create supplier oversight frameworks that ensure compliance and performance.
12 chapters in this module
- Vendor categorisation
- Performance scorecards
- SLA monitoring
- Onboarding workflows
- Exit planning
- Contract compliance checks
- Joint governance meetings
- Risk transfer analysis
- Multi-sourcing coordination
- Service integration points
- Compliance audits
- Corrective action tracking
Module 10. Internal Audit Preparation and Readiness
Prepare for ISO 20000 audits with complete documentation and staff readiness.
12 chapters in this module
- Audit scope definition
- Document collection process
- Interview preparation
- Gap assessment methodology
- Corrective action planning
- Evidence trail creation
- Process walkthrough design
- Stakeholder coordination
- Mock audit execution
- Nonconformance response
- Follow-up tracking
- Certification readiness checklist
Module 11. Continuous Improvement Mechanism Development
Implement feedback loops that drive ongoing service quality improvement.
12 chapters in this module
- KPI performance analysis
- Customer satisfaction surveys
- Service review meetings
- Improvement initiative backlog
- ROI assessment
- Change implementation tracking
- Success metric definition
- Lessons learned capture
- Benchmarking against peers
- Innovation integration
- Resource allocation
- Leadership reporting
Module 12. Certification Pathway and Sustained Compliance
Navigate the certification journey and maintain compliance over time.
12 chapters in this module
- Accredited body selection
- Stage 1 audit preparation
- Stage 2 audit execution
- Nonconformance resolution
- Surveillance audit readiness
- Documentation updates
- Staff training refresh
- Internal audit scheduling
- Continuous monitoring tools
- Regulatory change adaptation
- Stakeholder communication
- Re-certification process
How this maps to your situation
- When drafting new service policies
- Preparing for ISO 20000 certification
- Responding to auditor findings
- Scaling service delivery frameworks
Before vs. after
Before
Deliverables require multiple revisions, struggle with traceability, and face delayed approvals.
After
Produce polished, ISO 20000-aligned frameworks the first time, ready for audit and adoption.
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 3 hours per week over 12 weeks to complete all modules and apply templates.
If nothing changes
Continued rework cycles delay strategic initiatives and reduce credibility when delivering governance frameworks.
How this compares to the alternatives
Generic ISO 20000 training lacks role-specific context; public workshops don't address strategist-level decision ownership; free resources omit defensible framework design.
Frequently asked
Who is this course designed for?
Chief Strategists and senior governance leads in global technology services firms shaping service delivery standards.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is certification included?
No, this course prepares you for certification with frameworks and documentation, but does not grant certification.
$199 one-time. Approximately 3 hours per week over 12 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