A tailored course, built for your situation
Mastering ISO 20000 for Management Consultants in Technology-Intensive Engagements
Deliver higher-quality service management frameworks the first time, with defensible, client-ready artefacts.
$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.
Repetitive revisions on service management artefacts erode credibility and margins.
The situation this course is for
Consultants often rebuild ISO 20000 documentation across engagements due to inconsistent templates, unclear control mappings, and untested processes, leading to avoidable rework and client skepticism.
Who this is for
Management consultants with technical grounding who lead or support IT service management transformations for clients undergoing compliance or operational scaling.
Who this is not for
This is not for junior analysts learning ITIL fundamentals or practitioners focused solely on internal audit execution without client-facing deliverables.
What you walk away with
- Produce ISO 20000 documentation that passes internal review without revision
- Apply a repeatable method for mapping controls to client-specific workflows
- Build service improvement plans with evidence-backed rationales
- Reduce time-to-signoff by up to 50% using pre-validated templates
- Strengthen client trust by delivering consistent, polished outputs across engagements
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Client Environments
Establish a clear baseline for service management system design in consulting contexts. Understand how ISO 20000 aligns with client maturity levels and engagement scope.
12 chapters in this module
- Scope definition
- Service management policy drafting
- Client stakeholder mapping
- Gap assessment structure
- Compliance tiering
- Documentation standards
- Engagement intake checklist
- Risk-based prioritization
- Baseline metrics
- Stakeholder communication plan
- Control ownership model
- Readiness scoring
Module 2. Service Portfolio Design and Alignment
Design client-facing service portfolios that meet ISO 20000 requirements while reflecting actual operational capacity and business value.
12 chapters in this module
- Service catalogue structuring
- Service level agreement patterns
- Business relationship mapping
- Demand forecasting inputs
- Service retirement planning
- Value stream alignment
- Portfolio governance
- Service naming conventions
- Ownership delegation
- Change control linkage
- Performance indicators
- Client feedback loops
Module 3. Incident Management Framework Setup
Build compliant incident workflows that integrate with client tools and reduce mean time to resolution without adding bureaucracy.
12 chapters in this module
- Incident categorization
- Priority matrix design
- Escalation path definition
- Tool configuration guide
- SLA monitoring
- Root cause process
- Major incident protocol
- Event correlation
- Notification automation
- Post-mortem structure
- Knowledge base integration
- Performance dashboards
Module 4. Problem Management Integration
Link problem resolution to incident data to drive proactive improvements aligned with ISO 20000's continuous improvement mandate.
12 chapters in this module
- Trend analysis
- Known error database
- Workaround validation
- Root cause depth
- Change request linkage
- Permanent fix tracking
- Problem prioritization
- Cross-functional coordination
- KPI definition
- Preventive action logs
- Service impact scoring
- Reporting cadence
Module 5. Change Management Process Design
Implement change control processes that are both ISO-compliant and adaptable to client operating models.
12 chapters in this module
- Change types
- Standard change library
- Approval workflow design
- CAB structure options
- Risk assessment template
- Backout planning
- Scheduling coordination
- Change advisory roles
- Post-implementation review
- Emergency change path
- Automated validation
- Compliance audit trail
Module 6. Configuration Management System Design
Define CMDB structures that support ISO 20000 requirements without overengineering or excessive data collection.
12 chapters in this module
- CI identification
- Relationship mapping
- Ownership rules
- Lifecycle tracking
- Tool integration
- Data accuracy controls
- Access levels
- Discovery methods
- Versioning
- Reporting access
- Audit readiness
- Maintenance schedule
Module 7. Service Level Agreement Architecture
Structure SLAs that are measurable, enforceable, and aligned with business objectives and ISO 20000 compliance.
12 chapters in this module
- SLA scope definition
- Performance metrics
- Reporting frequency
- Service credits
- Customer satisfaction tracking
- Penalty clauses
- Remediation process
- Review cycles
- KPI alignment
- Third-party dependencies
- Escalation paths
- Renewal triggers
Module 8. Continual Improvement Planning
Embed ISO 20000’s continual improvement cycle into client operations with structured yet flexible planning tools.
12 chapters in this module
- Improvement register
- CSI register structure
- Baseline measurement
- Target setting
- Initiative prioritization
- Business case template
- Implementation roadmap
- Progress tracking
- Benefit realization
- Governance review
- Stakeholder feedback
- Scaling best practices
Module 9. Internal Audit Preparation
Prepare clients for ISO 20000 internal audits with complete, defensible documentation and pre-validated evidence trails.
12 chapters in this module
- Audit scope definition
- Checklist creation
- Document sampling
- Control testing
- Evidence collection
- Nonconformance tracking
- Audit interview prep
- Process walkthroughs
- Corrective action plans
- Follow-up timing
- Audit report drafting
- Management review input
Module 10. Certification Readiness Execution
Guide clients through external certification with confidence, ensuring all documentation and processes meet auditor expectations.
12 chapters in this module
- Certification timeline
- Stage 1 audit prep
- Stage 2 audit prep
- Evidence binder
- Interview coordination
- Gap remediation
- Corrective action tracking
- Surveillance audit prep
- Re-certification cycle
- Auditor communication
- Findings response
- Compliance maintenance
Module 11. Client Communication Strategy
Develop messaging frameworks that translate ISO 20000 complexity into clear value for client leadership and stakeholders.
12 chapters in this module
- Executive briefing
- Stakeholder messaging
- Progress reporting
- Risk communication
- Change impact statements
- Workshop facilitation
- Presentation templates
- Q&A preparation
- Governance updates
- Crisis communication
- Success metrics
- Feedback integration
Module 12. Repeatable Delivery Model Development
Build a library of reusable assets and processes to ensure consistency and quality across future client engagements.
12 chapters in this module
- Template library
- Playbook creation
- Knowledge transfer
- Engagement onboarding
- Quality assurance
- Lessons learned
- Version control
- Tool configuration
- Client-specific adaptation
- Training materials
- Performance benchmarking
- Improvement feedback
How this maps to your situation
- Client kickoff for ITSM transformation
- Mid-engagement revision cycle
- Audit preparation phase
- Certification readiness review
Before vs. after
Before
Starting from scratch on each ISO 20000 engagement, relying on memory and fragmented past documents.
After
Deploying a proven, client-ready framework with minimal revision, backed by consistent templates and clear rationale.
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 3-4 hours per module, designed to be completed alongside active engagements.
If nothing changes
Without a structured approach, consultants risk extended delivery timelines, inconsistent quality, and diminished client trust due to repeated revisions and audit findings.
How this compares to the alternatives
Unlike generic ITIL training or certification prep, this course focuses specifically on high-quality, client-ready ISO 20000 implementation in consulting environments, with templates and workflows refined across 200+ engagements.
Frequently asked
Is this course only for consultants?
While consultants are the primary audience, any practitioner delivering ISO 20000-aligned services to clients will benefit.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Are the templates editable?
Yes, all templates are provided in fully editable formats for immediate use in client work.
$199 one-time. Approximately 3-4 hours per module, designed to be completed alongside active engagements..
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