A tailored course, built for your situation
Mastering ISO 20000 for Critical Facilities Engineers
A structured path to own service management decisions end to end
$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
Critical Facilities Engineer operating in a large-scale, globally distributed infrastructure environment, responsible for uptime, incident response, and cross-team coordination with IT and compliance functions.
Who this is not for
Entry-level technicians, general IT support staff, or consultants without direct responsibility for facility operations or service-level agreements.
What you walk away with
- Define incident severity levels and resolution time benchmarks per ISO 20000 without escalation
- Own the incident management lifecycle from detection to post-resolution review
- Align facility operations with formal service management standards used in audit
- Produce audit-ready service reports using standardized ISO 20000 templates
- Lead cross-functional alignment between facilities, IT, and compliance using shared service frameworks
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in Physical Infrastructure
Understand how ISO 20000 applies to critical facilities, not just IT services. Map service management principles to facility uptime, incident workflows, and compliance audits.
12 chapters in this module
- What ISO 20000 means for facilities
- Service vs operational boundaries
- Core clauses for physical systems
- Incident lifecycle mapping
- Service continuity integration
- Compliance touchpoints
- Cross-team dependencies
- Threshold definitions
- Reporting obligations
- Audit readiness alignment
- Change control linkage
- Facility-specific interpretation
Module 2. Service Incident Management
Design and own the full incident workflow, from detection to resolution, using ISO 20000 guidelines. Define severity, timing, and ownership rules that stand up to audit scrutiny.
12 chapters in this module
- Incident classification schema
- Severity level definitions
- Response time benchmarks
- Escalation path design
- Resolution ownership rules
- Cross-functional coordination
- Notification workflows
- Status update protocols
- Logging standards
- Review cycle timing
- Post-incident reporting
- Trend analysis triggers
Module 3. Service Level Agreements for Facilities
Create binding SLAs for facility operations that align with corporate service standards. Define uptime, availability, and recovery metrics using ISO 20000 frameworks.
12 chapters in this module
- Uptime definition standards
- Availability metrics
- Recovery time objectives
- Service credit policies
- Facility vs IT SLA alignment
- Threshold documentation
- Performance monitoring
- Breach notification
- Review cycles
- Stakeholder alignment
- Negotiation boundaries
- Approval workflows
Module 4. Continuity and Resilience Planning
Integrate facility operations into business continuity plans using ISO 20000. Define recovery procedures, test cycles, and decision authority during outages.
12 chapters in this module
- Continuity plan structure
- Recovery site activation
- Failover procedures
- Test frequency standards
- Stakeholder roles
- Decision triggers
- Escalation authority
- Documentation standards
- Regulatory alignment
- Post-test review
- Plan update cycles
- Cross-team coordination
Module 5. Change Management Integration
Incorporate facility changes into formal change control using ISO 20000. Define approval thresholds, risk assessments, and rollback protocols.
12 chapters in this module
- Change classification
- Risk assessment templates
- Approval authority rules
- Emergency change workflows
- Rollback procedures
- Impact analysis
- Scheduling protocols
- Stakeholder notification
- Post-change review
- Audit trail creation
- Change calendar use
- Cross-team coordination
Module 6. Internal Audits and Compliance
Prepare for and lead internal audits using ISO 20000. Develop checklists, evidence collection, and corrective action plans specific to facilities.
12 chapters in this module
- Audit scope definition
- Checklist creation
- Evidence collection
- Non-conformance logging
- Corrective action planning
- Root cause analysis
- Remediation timelines
- Follow-up protocols
- Audit reporting
- Facility-specific gaps
- Compliance dashboards
- Executive summary drafting
Module 7. Vendor and Partner Coordination
Manage third-party service providers under ISO 20000. Define SLAs, performance reviews, and escalation paths for external vendors.
12 chapters in this module
- Vendor onboarding
- SLA negotiation
- Performance monitoring
- Escalation workflows
- Service credits
- Compliance verification
- Audit rights
- Contract alignment
- Reporting standards
- Termination clauses
- Renewal review
- Relationship management
Module 8. Documentation and Knowledge Management
Build and maintain ISO 20000-compliant documentation for facilities. Create living records that support audits and onboarding.
12 chapters in this module
- Document hierarchy
- Version control
- Access control
- Retention policies
- Searchability
- Template creation
- Ownership assignment
- Review cycles
- Change tracking
- Approval workflows
- Storage standards
- Backup procedures
Module 9. Performance Monitoring and Reporting
Establish dashboards and reports that reflect ISO 20000 compliance and service health. Define KPIs relevant to facility operations.
12 chapters in this module
- KPI selection
- Service health metrics
- Incident trends
- SLA compliance tracking
- Downtime analysis
- Reporting frequency
- Dashboard design
- Stakeholder views
- Exception reporting
- Trend forecasting
- Root cause tracking
- Improvement planning
Module 10. Cross-Functional Service Alignment
Align facility operations with IT, security, and compliance teams using ISO 20000 as a common language. Resolve conflicts in priorities and definitions.
12 chapters in this module
- Common terminology
- Shared definitions
- Conflict resolution
- Joint planning
- Service boundary mapping
- Escalation paths
- Decision ownership
- Reporting alignment
- Audit coordination
- Change synchronization
- Incident handoffs
- Continuous improvement
Module 11. Continuous Improvement Processes
Implement ISO 20000’s continual improvement mandate in facilities. Define feedback loops, improvement cycles, and success metrics.
12 chapters in this module
- Feedback collection
- Improvement backlog
- Prioritization framework
- Implementation planning
- Success metrics
- Post-implementation review
- Stakeholder feedback
- Knowledge transfer
- Change adoption
- Lessons learned
- Documentation updates
- Cycle frequency
Module 12. Implementing the Framework in Practice
Launch your own ISO 20000-aligned service management process in facilities. Use the included playbook to operationalize learning.
12 chapters in this module
- Readiness assessment
- Pilot planning
- Stakeholder alignment
- Training delivery
- Process handover
- Monitoring setup
- Audit simulation
- Gap remediation
- Full rollout
- Review cycle
- Scale planning
- Sustaining momentum
How this maps to your situation
- Facility incident response
- Service continuity planning
- Vendor performance disputes
- Audit preparation
Before vs. after
Before
Relying on ad hoc processes and fragmented standards to manage facility incidents and service expectations
After
Owning end-to-end service management decisions with ISO 20000-aligned workflows, recognized in audits and cross-team coordination
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, self-paced across two weeks.
If nothing changes
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How this compares to the alternatives
Unlike generic ISO 20000 overviews, this course focuses on physical infrastructure applications, not just IT. It provides facility-specific templates, incident workflows, and SLA frameworks, tools most practitioners build from scratch or don’t own at all.
Frequently asked
Is this relevant to non-IT infrastructure roles?
Yes. The course focuses on applying ISO 20000 to critical facilities, power, cooling, physical security, and uptime, where service management meets hardware operations.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does it include templates I can use at work?
Yes. Every module includes downloadable, customizable templates for SLAs, incident reports, audit checklists, and continuity plans.
$199 one-time. Approximately 8, 10 hours total, self-paced across two 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