A tailored course, built for your situation
Mastering ISO 20000 for Senior Product Managers in Cyber Security
Build influence through service management mastery
$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.
Losing control of service delivery timelines due to fragmented framework adoption
The situation this course is for
Even experienced product leaders face delays when service standards aren't consistently applied. Without a unified approach to ISO 20000, decisions around SLAs, incident response, and vendor integration rely on ad-hoc inputs, leading to rework, stakeholder friction, and governance pushback.
Who this is for
Senior Product Manager in cybersecurity or IT services, responsible for aligning technology delivery with compliance and operational frameworks
Who this is not for
Entry-level product coordinators, IT support staff, or consultants without ownership of service lifecycle decisions
What you walk away with
- Lead ISO 20000 implementation with confidence in design and audit-readiness
- Anticipate compliance requirements during product planning cycles
- Present structured service governance proposals to technical and executive stakeholders
- Streamline vendor onboarding using standardized service level agreements
- Navigate internal audits with documented control mappings and process maturity evidence
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope and Relevance
Define service management boundaries and identify where ISO 20000 applies across product-led cyber security operations.
12 chapters in this module
- Service lifecycle phases
- Scope definition techniques
- Integration with cyber security domains
- Mapping to operational roles
- Framework exclusions and justifications
- Documenting service scope
- Stakeholder alignment checklist
- Boundary validation examples
- Common scope pitfalls
- Audit expectations for scope
- Cross-functional scope review
- Version control for scope documents
Module 2. Service Level Management Framework
Design enforceable SLAs that balance customer expectations with operational feasibility.
12 chapters in this module
- SLA vs OLAs vs UC definitions
- Customer requirement gathering
- Service catalog integration
- Performance indicator selection
- Escalation workflow design
- SLA review cycles
- Penalty and credit clauses
- Vendor SLA alignment
- Automated monitoring triggers
- Reporting templates
- Negotiation playbooks
- SLA revision governance
Module 3. Incident Management Process Design
Build rapid-response workflows that reduce downtime and maintain compliance alignment.
12 chapters in this module
- Incident classification schema
- Priority matrix development
- Initial diagnosis protocols
- Communication templates
- Major incident declaration
- Cross-team coordination paths
- Resolution time benchmarks
- Post-mortem integration
- Knowledge base linking
- Automation triggers
- KPI tracking
- Audit trail preservation
Module 4. Change Enablement and Control
Structure change workflows that ensure stability without sacrificing agility.
12 chapters in this module
- Change types and categorization
- Standard change library
- Change advisory board roles
- Emergency change pathways
- Backout planning
- Risk assessment integration
- Change calendar management
- Change success metrics
- Automated approvals
- Vendor change coordination
- Audit evidence retention
- Continuous improvement loop
Module 5. Problem Management and Root Cause Analysis
Shift from reactive fixes to systemic improvement using ISO 20000 problem workflows.
12 chapters in this module
- Problem record initiation
- Trend analysis techniques
- Root cause methodologies
- Known error database setup
- Workaround documentation
- Permanent fix validation
- Problem escalation paths
- Linking to incident records
- KPI selection
- Cross-functional ownership
- Vendor accountability
- Preventive action tracking
Module 6. Configuration Management System Design
Establish a reliable configuration management database aligned with control objectives.
12 chapters in this module
- CI identification rules
- CMDB architecture options
- Ownership assignment
- Relationship mapping
- Automated discovery integration
- Audit readiness checks
- Version synchronization
- Access control policies
- Change impact analysis
- Reporting use cases
- Vendor configuration tracking
- Decommissioning workflows
Module 7. Release and Deployment Planning
Coordinate secure, auditable product releases within ISO 20000 compliance boundaries.
12 chapters in this module
- Release types and frequency
- Build and test integration
- Deployment scheduling
- Rollback protocols
- Communication plans
- Success criteria definition
- Post-release review
- Automated deployment gates
- Vendor release coordination
- Audit trail design
- Documentation automation
- Lessons learned integration
Module 8. Service Continuity and Availability Management
Design resilient service architectures that meet availability commitments.
12 chapters in this module
- Availability requirement gathering
- Uptime benchmarking
- Redundancy planning
- Disaster recovery linkage
- Testing frequency
- Resource capacity planning
- Risk mitigation strategies
- Vendor SLA alignment
- Reporting templates
- Improvement triggers
- Compliance evidence design
- Executive briefing structure
Module 9. Supplier Management and Third-Party Oversight
Strengthen governance of vendor relationships through structured ISO 20000-aligned workflows.
12 chapters in this module
- Vendor categorization
- Contract linkage techniques
- Performance monitoring
- Risk-based review cycles
- Due diligence integration
- Audit rights negotiation
- Subcontractor oversight
- Termination planning
- Relationship reviews
- Compliance validation
- Escalation pathways
- Exit strategy design
Module 10. Information Security Integration
Align ISO 20000 with cyber security controls and compliance expectations.
12 chapters in this module
- Confidentiality protocols
- Integrity safeguards
- Availability integration
- Access control policies
- Encryption standards
- Incident linkage
- Audit trail requirements
- Compliance mapping
- Vendor security coordination
- Risk assessment integration
- Policy alignment
- Evidence retention
Module 11. Internal Audit and Readiness Preparation
Prepare for audits with structured evidence and proactive compliance workflows.
12 chapters in this module
- Audit scope definition
- Evidence checklist creation
- Control mapping
- Gap analysis
- Remediation tracking
- Interview preparation
- Findings response
- Corrective action plans
- Audit communication
- Evidence automation
- Follow-up timelines
- Lessons from past audits
Module 12. Continual Improvement and Maturity Assessment
Embed feedback loops that drive long-term service excellence.
12 chapters in this module
- Maturity model application
- Gap identification
- Improvement prioritization
- Stakeholder feedback
- Performance trends
- Benchmarking
- Action plan creation
- Ownership assignment
- Progress tracking
- Review meeting structure
- Reporting to leadership
- Sustaining momentum
How this maps to your situation
- Designing SLAs for managed security services
- Coordinating incident response across vendor partners
- Implementing change control for security product updates
- Preparing for ISO 20000 audit in a multi-vendor environment
Before vs. after
Before
Reactive coordination of service delivery, inconsistent vendor oversight, delayed compliance readiness
After
Proactive governance of service frameworks, streamlined audits, recognized leadership in service design
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 to your context.
If nothing changes
Continuing without structured ISO 20000 integration risks delayed product launches, fragmented vendor management, and recurring audit findings that erode stakeholder trust.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses specifically on ISO 20000 application in product-led cyber security environments, delivering actionable templates and real-world examples relevant to senior practitioners.
Frequently asked
Who is this course designed for?
Senior Product Managers in cybersecurity or IT services who influence service delivery frameworks and vendor governance.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does the course cover other standards?
The focus is ISO 20000, but integration points with ISO 27001 and ITIL practices are included where relevant.
$199 one-time. Approximately 3 hours per week over 12 weeks to complete all modules and apply templates to your context..
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