A tailored course, built for your situation
Mastering ISO 20000 for Manager Consulting Delivery Roles
A complete system for delivering compliant, client-facing service operations with confidence 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.
The recurring crunch of aligning service delivery reports across teams before client or regulator review
The situation this course is for
In high-assurance environments like CGI’s federal and enterprise delivery practice, service reporting often becomes a cross-functional effort at the last minute. Teams scramble to reconcile operational logs, SLA evidence, and compliance mappings, especially when the output must reflect ISO 20000 standards. Without a clear, repeatable process, these packages consume disproportionate bandwidth and risk inconsistencies under scrutiny.
Who this is for
A senior consulting delivery lead responsible for on-time, compliant service delivery across complex client engagements, often under regulatory or third-party review. Values precision, traceability, and operational credibility.
Who this is not for
Individuals focused solely on internal IT support without client-facing compliance deliverables, or those outside service management frameworks like ISO 20000.
What you walk away with
- Produce ISO 20000-aligned service reports with full clause traceability
- Reduce post-audit reconciliation time from days to hours
- Own the narrative in client-facing compliance reviews
- Standardize handoff packages across delivery teams
- Demonstrate control maturity without rework
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000-1:the current cycle Core Requirements
Break down the mandatory clauses of ISO 20000-1 with direct links to consulting delivery scenarios, focusing on service delivery, control objectives, and audit evidence planning.
12 chapters in this module
- Overview of ISO 20000 and its role in service management
- Key differences between ISO 20000 and ISO 27001 in practice
- Scope definition for client-facing service operations
- Service management policy requirements for consultants
- Documented information needed for certification audits
- Leadership and organizational commitment expectations
- Planning for service delivery risks and opportunities
- Service level agreement design within ISO 20000 framework
- Design and transition of new services under control
- Configuration management for audit-ready evidence
- Incident resolution processes aligned with compliance
- Relationship between change control and audit trails
Module 2. Mapping ISO 20000 to Client Engagement Lifecycles
Align ISO 20000 requirements to real-world consulting delivery phases, from scoping to handover, ensuring compliance is embedded, not bolted on.
12 chapters in this module
- Integrating ISO 20000 into pre-sales service proposals
- Client onboarding under service management standards
- Evidence collection during active delivery phases
- Tracking SLA adherence across multi-vendor environments
- Handling service incidents with compliance in mind
- Change request workflows that preserve audit integrity
- Version control for service documentation
- Third-party vendor coordination under ISO 20000
- Client reporting aligned with framework requirements
- Audit preparation during ongoing engagements
- Post-engagement review with compliance outcomes
- Continuous improvement feedback loops in delivery
Module 3. Building the Service Management System (SMS)
Construct a lean, evidence-ready SMS tailored for consulting teams, avoiding over-documentation while meeting auditor expectations.
12 chapters in this module
- Defining the scope of your service management system
- Establishing roles and responsibilities in SMS
- Documenting service management processes clearly
- Creating audit-ready process diagrams
- Maintaining documented information efficiently
- Risk-based thinking in service management planning
- Linking SMS to business continuity expectations
- Integrating SMS with existing delivery tools
- Version control for SMS documentation
- Internal audit readiness within SMS
- Management review inputs and outputs
- Improvement planning from SMS performance
Module 4. Service Delivery Process Design
Design ISO 20000-compliant service delivery workflows that are operationally realistic and auditor-friendly.
12 chapters in this module
- Service delivery planning with compliance traceability
- Resource allocation under documented controls
- Capacity management for client-facing services
- Availability management aligned with SLAs
- Monitoring and measurement of service performance
- Incident handling with root cause documentation
- Problem management to prevent recurrence
- Change control for service modifications
- Release management for service updates
- Configuration item tracking in dynamic environments
- Service continuity during disruptions
- Supplier management within service delivery
Module 5. Audit Evidence Collection and Packaging
Systematize how evidence is gathered, stored, and presented to meet ISO 20000 auditor expectations without overburdening teams.
12 chapters in this module
- Identifying required evidence per ISO 20000 clause
- Automating log collection from service platforms
- Sampling strategies for auditor review
- Document retention policies for compliance
- Preparing incident resolution records for audit
- Change request documentation standards
- SLA reporting with verifiable data sources
- Vendor compliance evidence collection
- Internal audit findings and closure tracking
- Corrective action plans with timelines
- Management review minutes as compliance proof
- Final audit package assembly checklist
Module 6. Client-Facing Compliance Narrative Development
Craft clear, credible, and defensible narratives for client and regulator interactions based on ISO 20000 evidence.
12 chapters in this module
- Translating controls into client-friendly language
- Building confidence through transparency
- Handling auditor follow-up questions effectively
- Using ISO 20000 as a differentiator in proposals
- Avoiding overstatement while demonstrating maturity
- Positioning gaps with remediation timelines
- Communicating continuous improvement efforts
- Integrating compliance messaging in reviews
- Preparing leadership for compliance discussions
- Leveraging certification in client retention
- Responding to regulator inquiries under ISO 20000
- Maintaining narrative consistency across teams
Module 7. Internal Audit and Readiness Assessment
Conduct effective internal audits that prepare teams for external certification reviews and client scrutiny.
12 chapters in this module
- Scheduling internal audits around delivery cycles
- Selecting qualified internal auditors
- Audit checklist development per ISO 20000
- Conducting opening and closing meetings
- Sampling audit evidence efficiently
- Documenting non-conformities clearly
- Root cause analysis for findings
- Tracking corrective actions to closure
- Reporting audit results to management
- Using audit data for improvement
- Auditor independence and objectivity
- Audit program continuous improvement
Module 8. Certification Audit Preparation and Management
Guide your team through the external audit process with confidence, minimizing disruption and rework.
12 chapters in this module
- Selecting a certification body wisely
- Understanding audit phases and timelines
- Preparing documentation for submission
- Assigning roles during audit week
- Handling document requests efficiently
- Facilitating auditor interviews
- Responding to observations in real time
- Corrective action follow-up with auditors
- Closing non-conformities within deadlines
- Maintaining audit trail integrity
- Post-certification surveillance planning
- Celebrating and communicating success
Module 9. Continuous Improvement and Performance Monitoring
Embed ongoing improvement into service delivery operations using ISO 20000’s Plan-Do-Check-Act cycle.
12 chapters in this module
- Defining KPIs for service management performance
- Monitoring trends in incident and problem data
- Customer satisfaction measurement methods
- Service review meetings with stakeholders
- Identifying improvement opportunities systematically
- Implementing corrective and preventive actions
- Tracking improvement effectiveness over time
- Management review inputs on performance
- Benchmarking against industry standards
- Updating SMS based on performance data
- Integrating lessons learned from audits
- Sustaining improvement momentum
Module 10. Integration with Other Frameworks and Standards
Align ISO 20000 with complementary standards like ISO 27001, COBIT, and ITIL without duplication.
12 chapters in this module
- Mapping ISO 20000 to ISO 27001 controls
- Integrating service continuity with security policies
- Leveraging COBIT for governance alignment
- Using ITIL practices within ISO 20000 structure
- Avoiding overlap between compliance frameworks
- Consolidating audit evidence across standards
- Reporting integrated compliance status
- Training teams on multi-framework requirements
- Vendor management under combined frameworks
- Audit readiness across multiple certifications
- Executive reporting on integrated compliance
- Maintaining clarity in complex environments
Module 11. Change Management and Organizational Adoption
Drive successful adoption of ISO 20000 practices across delivery teams through change leadership and practical enablement.
12 chapters in this module
- Assessing organizational readiness for change
- Building a case for ISO 20000 internally
- Engaging leadership sponsorship
- Communicating benefits to delivery teams
- Training programs for consultants and leads
- Creating champions across delivery units
- Piloting SMS in a single engagement
- Scaling lessons across the organization
- Addressing resistance with data
- Rewarding compliance-embedded behaviors
- Sustaining momentum post-implementation
- Evolving culture toward service excellence
Module 12. Sustaining and Scaling the SMS Across Engagements
Ensure long-term compliance and operational resilience by institutionalizing the SMS across consulting delivery.
12 chapters in this module
- Developing reusable templates and artifacts
- Standardizing onboarding for new projects
- Centralizing documentation access
- Automating evidence collection where possible
- Maintaining version control across teams
- Conducting regular SMS health checks
- Updating SMS for new client requirements
- Scaling SMS to global delivery teams
- Integrating SMS with CRM and delivery tools
- Auditing SMS effectiveness annually
- Renewal preparation and certification cycles
- Handing over SMS ownership to next leads
How this maps to your situation
- Initial ISO 20000 implementation in consulting delivery
- Preparing for first certification audit
- Sustaining compliance across multiple client engagements
- Scaling service management maturity across teams
Before vs. after
Before
Spending days compiling service delivery evidence across teams, facing last-minute changes and inconsistent reporting before client or regulator reviews.
After
Producing ISO 20000-compliant handoff packages in under four hours with full traceability, confidence, and stakeholder alignment.
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 8, 10 hours total, designed to be completed in short sessions over a few weeks.
If nothing changes
Without a structured approach, service delivery teams risk inconsistent reporting, last-minute scrambles, auditor findings, and lost credibility in client-facing reviews , especially under increasing efficiency pressure at scale.
How this compares to the alternatives
Unlike generic ISO 20000 training, this course is tailored to consulting delivery leads who must produce audit-ready outputs under real-world timelines. It focuses on actionable systems, not theory, with templates and playbooks built for CGI-level delivery complexity.
Frequently asked
Who is this course designed for?
Consulting delivery managers and senior practitioners responsible for client-facing service operations with compliance requirements, especially under ISO 20000.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is prior ISO 20000 experience required?
No. The course is designed to take you from foundational knowledge to audit-ready execution, regardless of starting point.
$199 one-time. Approximately 8, 10 hours total, designed to be completed in short sessions over a few weeks..
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