A tailored course, built for your situation
Mastering ISO 20000 for Delivery Managers in Global Services
Build audit-ready service delivery frameworks with confidence
$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.
Deliverables stuck in review loops because they don’t meet auditor or client-facing standards
The situation this course is for
Service delivery managers often face delays when handing off work because documentation lacks the rigor expected in regulated or M&A-integrated environments. Without a structured framework, even strong delivery performance gets slowed by rework, misalignment, or gaps in compliance readiness.
Who this is for
Delivery Manager II at a global IT services firm managing cross-border teams and client-facing deliverables with compliance dependencies
Who this is not for
Entry-level project coordinators, standalone contributors not involved in compliance-touching delivery, or practitioners outside service delivery governance
What you walk away with
- Produce ISO 20000-aligned service delivery packages ready for audit or client handover
- Anticipate and resolve control gaps before escalation points
- Structure service documentation that withstands regulator or transition team scrutiny
- Lead remediation of legacy service frameworks to meet current ISO 20000 standards
- Build repeatable templates that accelerate future engagements
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Service Delivery
Establish core principles of ISO 20000 and its role in global service agreements, regulatory touchpoints, and M&A transitions. Understand how service lifecycle phases align with control expectations.
12 chapters in this module
- Introduction to ISO 20000
- Scope of Service Management Systems
- Roles in ISO 20000 Compliance
- Service Delivery vs Service Support
- Control Mapping Basics
- Linking ISO 20000 to Client Contracts
- Integration with ISO 27001
- Document Hierarchy Standards
- Internal Audit Triggers
- Regulator Expectations on Recordkeeping
- Change Control Under ISO 20000
- Service Level Agreement Alignment
Module 2. Service Delivery Lifecycle Governance
Map ISO 20000 requirements across planning, execution, monitoring, and closure. Focus on decision points where delivery managers influence compliance outcomes.
12 chapters in this module
- Lifecycle Phase Definitions
- Planning for Compliance
- Designing Audit-Ready Outputs
- Stakeholder Sign-Off Workflows
- Version Control for Deliverables
- Handover Package Standards
- Milestone Documentation
- Risk Register Integration
- Escalation Path Design
- Peer Review Protocols
- Client Acceptance Criteria
- Post-Implementation Reviews
Module 3. Control Mapping and Evidence Curation
Translate ISO 20000 controls into actionable checklists and evidence requirements. Build confidence in producing auditor-ready documentation.
12 chapters in this module
- Control 8.1 to 8.5 Overview
- Identifying Evidence Types
- Log Files as Evidence
- Email Trails and Approvals
- Meeting Minutes Standards
- Policy Document Versioning
- Access Control Logs
- Change Request Documentation
- Incident Response Records
- Service Continuity Evidence
- Compliance Gap Assessments
- Evidence Retention Periods
Module 4. Audit Preparation and Readiness
Design pre-audit workflows to ensure readiness. Focus on internal mock audits, documentation completeness, and stakeholder alignment.
12 chapters in this module
- Audit Planning Timeline
- Internal Audit Checklist
- Gap Remediation Prioritization
- Document Trail Verification
- Stakeholder Briefing Templates
- Response Drafting Framework
- Nonconformance Handling
- Corrective Action Logs
- Audit Communication Protocols
- Post-Audit Follow-Up
- Reporting to Senior Sponsors
- Audit Closing Meetings
Module 5. M&A Transition Service Integration
Apply ISO 20000 to merging service portfolios during acquisitions. Ensure continuity and compliance during integration.
12 chapters in this module
- M&A Due Diligence Touchpoints
- Service Catalog Harmonization
- Process Standardization
- Control Gap Analysis
- Transition Team Roles
- Client Communication Plans
- Legacy System Decommissioning
- Knowledge Transfer Protocols
- Integration Milestone Tracking
- Change Management Framework
- Post-Merger Audit Strategy
- Vendor Contract Alignment
Module 6. Regulator-Facing Documentation
Structure service records and narratives to meet external regulatory scrutiny. Focus on clarity, completeness, and defensibility.
12 chapters in this module
- Identifying Regulator Requirements
- Documentation Tone and Style
- Evidence Packaging
- Response Drafting Standards
- Cross-Jurisdictional Considerations
- Legal Review Coordination
- Confidentiality Handling
- Redaction Protocols
- Submission Formats
- Follow-Up Question Readiness
- Audit Trail Preservation
- Escalation to Legal Team
Module 7. Service Level Agreement Design and Enforcement
Develop SLAs that are measurable, enforceable, and aligned with ISO 20000. Avoid common pitfalls in client-facing commitments.
12 chapters in this module
- SLA vs OLA Definitions
- Defining Measurable Metrics
- Response Time Standards
- Uptime Calculation Methods
- Reporting Frequency
- Penalty Clauses Design
- Client Approval Workflows
- SLA Violation Documentation
- Remediation Planning
- Service Credit Systems
- Renewal Negotiation Prep
- Benchmarking Against Peers
Module 8. Incident and Problem Management
Align incident response and root cause analysis with ISO 20000 controls. Ensure documentation meets compliance and audit standards.
12 chapters in this module
- Incident Classification
- Escalation Path Design
- Response Time Tracking
- Root Cause Analysis Methods
- Problem Record Standards
- Known Error Database
- Workaround Documentation
- Permanent Fix Verification
- Trend Analysis
- Reporting to Management
- Client Notification Protocols
- Post-Incident Reviews
Module 9. Change and Release Management
Structure change and release processes to meet ISO 20000 standards. Focus on documentation, approval chains, and rollback readiness.
12 chapters in this module
- Change Types Classification
- Standard Change Definitions
- Change Advisory Board
- Approval Workflows
- Risk Assessment Template
- Implementation Checklists
- Rollback Procedures
- Post-Release Reviews
- Change Success Metrics
- Backout Documentation
- Client Communication
- Audit Trail Requirements
Module 10. Vendor and Third-Party Oversight
Apply ISO 20000 to vendor management. Ensure external partners meet service and compliance expectations.
12 chapters in this module
- Vendor Due Diligence
- Contractual Compliance Clauses
- Third-Party Audit Rights
- Performance Monitoring
- SLA Enforcement
- Incident Reporting from Vendors
- Access Control for Partners
- Data Handling Standards
- Onboarding Documentation
- Exit Processes
- Joint Review Meetings
- Compliance Certification Requirements
Module 11. Continuous Improvement and Management Review
Embed ISO 20000 continuous improvement practices. Design management review inputs that drive action.
12 chapters in this module
- Management Review Frequency
- KPI Selection
- Performance Dashboard Design
- Trend Analysis
- Action Item Tracking
- Improvement Initiative Prioritization
- Resource Allocation
- Stakeholder Engagement
- Benchmarking Data
- Feedback Collection
- Corrective Action Planning
- Review Minutes Standards
Module 12. Implementation Playbook and Real-World Application
Apply all prior modules to build a custom ISO 20000 implementation playbook. Use real-world scenarios to test readiness.
12 chapters in this module
- Playbook Structure
- Customizing for Organization
- Stakeholder Alignment
- Rollout Phasing
- Training Plan Design
- Internal Audit Schedule
- Compliance Monitoring
- Gap Remediation Workflow
- Client Communication
- Vendor Integration
- Continuous Improvement Loop
- Playbook Maintenance
How this maps to your situation
- Pre-audit delivery preparation
- M&A service integration
- Regulator-facing documentation
- Vendor oversight escalation
Before vs. after
Before
Service delivery work often requires rework before audit or client handover due to inconsistent documentation and control gaps.
After
Deliver ISO 20000-aligned packages on first submission, with stakeholder confidence and auditor readiness built in.
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 access.
Time investment: Approximately 3 hours per module, designed for completion over 6-8 weeks with real-world application.
If nothing changes
Without structured ISO 20000 knowledge, delivery managers risk being bypassed for high-impact, visibility-boosting work like M&A integration and regulator-facing reviews.
How this compares to the alternatives
Generic ISO 20000 training covers theory. This course delivers field-tested templates, escalation-ready packaging, and real-world integration scenarios tailored to global delivery managers.
Frequently asked
Is this course suitable for someone without formal ISO 20000 experience?
Yes. The course starts with foundations and builds to advanced application, ideal for delivery managers stepping into compliance-touching roles.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive practical tools I can use immediately?
Yes. Every module includes downloadable templates and worked examples. The hand-built implementation playbook is delivered alongside course access.
$199 one-time. Approximately 3 hours per module, designed for completion over 6-8 weeks with real-world application..
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