A tailored course, built for your situation
Mastering ISO 20000 for DevOps Engineers
Build repeatable service delivery frameworks that stand up to global client audits
$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
Mid-career DevOps Engineers in global services firms who own or contribute to service management frameworks and client-facing compliance deliverables
Who this is not for
Entry-level practitioners without service lifecycle responsibility; executives seeking board-level narratives; teams focused exclusively on non-ITIL-aligned support models
What you walk away with
- Map ISO 20000 clauses directly to CI/CD pipelines and monitoring workflows
- Assemble a reusable service specification template library aligned to the standard
- Lead internal readiness assessments without external consultancy
- Respond to auditor inquiries with documented control evidence from engineering systems
- Own the service transition track from design to operational handover
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in DevOps Context
Understand how ISO 20000 integrates with modern DevOps environments and why service standardization is gaining traction in global IT delivery.
12 chapters in this module
- What ISO 20000 governs
- Difference between ISO 20000 and ITIL
- Role of DevOps in service management
- Mapping controls to automation
- Client audit expectations
- Service lifecycle phases
- Integration with CI/CD
- Common misconceptions
- Scope definition techniques
- Documentation standards
- Stakeholder alignment
- Leveraging version control
Module 2. Service Management System Overview
Build foundational knowledge of the SMS architecture and its alignment with engineering systems.
12 chapters in this module
- SMS purpose and components
- Document hierarchy structure
- Version control for policies
- Evidence trails from logs
- Automation auditability
- Change control boundaries
- Incident linkage to service goals
- Availability monitoring
- Service continuity design
- Integration with monitoring tools
- Defining service scope
- Approval workflows
Module 3. Service Delivery Process Design
Design service delivery processes that comply with ISO 20000 while supporting agile operations.
12 chapters in this module
- Capacity planning workflows
- Performance threshold setting
- Resource allocation strategies
- Service level agreement structuring
- SLI and SLO derivation
- Uptime reporting standards
- Cost-aware scaling
- Demand forecasting models
- Cloud spend governance
- Auto-remediation design
- Escalation protocol mapping
- Cross-team handoffs
Module 4. Incident and Problem Management
Align incident response workflows with compliance requirements while maintaining operational speed.
12 chapters in this module
- Incident classification schema
- Severity level definitions
- Automated triage logic
- Root cause documentation
- Problem record linkage
- Post-mortem standardization
- MTTR tracking methodology
- Event correlation techniques
- Notification protocols
- Learning loop integration
- Compliance evidence tagging
- Audit-ready reporting
Module 5. Change Management and Control
Implement change control processes that satisfy ISO 20000 without slowing down deployments.
12 chapters in this module
- Change types and categories
- Standard change definition
- Emergency change protocols
- Automated approval workflows
- Backout procedure design
- Configuration baseline tracking
- CMDB integration
- Deployment gate criteria
- Peer review mechanisms
- Rollback automation
- Post-change validation
- Change advisory board simulation
Module 6. Configuration Management Strategy
Build a compliant and practical configuration management approach for dynamic environments.
12 chapters in this module
- CI identification principles
- Attribute definition standards
- Relationship mapping
- CMDB automation approaches
- Source of truth design
- Infrastructure as code linkage
- Versioned configuration items
- Drift detection methods
- Audit trail generation
- Access control policies
- Configuration baselines
- Snapshot capture frequency
Module 7. Service Level Agreement Implementation
Develop service level agreements that are measurable, enforceable, and aligned to business outcomes.
12 chapters in this module
- SLA vs OLA distinction
- Service scope definition
- Measurement methodology
- SLI selection process
- SLO derivation from business needs
- Error budgeting basics
- Reporting frequency standards
- Customer-facing metrics
- Internal escalation triggers
- Remediation workflows
- Legal enforceability checks
- Renewal cycle alignment
Module 8. Service Continuity and Availability
Design service continuity plans that meet ISO 20000 requirements and real-world resilience needs.
12 chapters in this module
- Availability target setting
- Failure mode analysis
- Recovery time objectives
- Failover automation design
- Disaster recovery testing
- Geographic redundancy
- Capacity surge planning
- Dependency mapping
- Third-party risk integration
- Recovery point objectives
- Simulation exercise design
- Post-failure review process
Module 9. Supplier and Third-Party Management
Manage third-party risk and compliance obligations in vendor relationships.
12 chapters in this module
- Vendor onboarding checklist
- Compliance verification process
- Contractual SLA enforcement
- Audit rights negotiation
- Subcontractor oversight
- Performance monitoring
- Escalation pathways
- Documentation standards
- Risk scoring models
- Due diligence process
- Exit strategy planning
- Multi-tier dependency management
Module 10. Internal Audit and Compliance Readiness
Prepare for internal audits with confidence through proactive evidence collection.
12 chapters in this module
- Audit scope definition
- Evidence checklist creation
- Control mapping exercise
- Sampling methodology
- Non-conformance tracking
- Corrective action workflows
- Audit trail generation
- Automated compliance checks
- Audit reporting standards
- Gap assessment techniques
- Self-assessment tools
- External auditor preparation
Module 11. Documentation and Artefact Management
Create and maintain ISO 20000-compliant documentation that supports both audits and operations.
12 chapters in this module
- Document classification system
- Version control standards
- Ownership assignment
- Review and update cycles
- Storage and access policies
- Template library development
- Automated documentation generation
- Living document maintenance
- Cross-reference indexing
- Document retirement process
- Legal retention requirements
- Searchability optimization
Module 12. Implementation Playbook Deployment
Deploy a personalized implementation playbook to operationalize learning.
12 chapters in this module
- Playbook customization process
- Stakeholder alignment
- Pilot testing strategy
- Feedback collection mechanisms
- Scaling rollout plan
- Training material development
- Change communication
- Success metric definition
- Compliance validation
- Continuous improvement loop
- Knowledge transfer design
- Handover to operations
How this maps to your situation
- Preparing for first internal ISO 20000 audit
- Leading service transition for new client engagement
- Responding to auditor follow-up on control gaps
- Building internal capability to reduce reliance on consultants
Before vs. after
Before
Reliant on external consultants for ISO 20000 compliance efforts, reacting to audit findings, using fragmented documentation
After
Owns end-to-end service operations framework design, leads internal readiness, and delivers audit-ready artefacts proactively
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 24 hours of focused learning, designed to be completed in 6 weeks with 4 hours per week
If nothing changes
Continued reliance on external teams for compliance increases delivery costs and slows response to client assurance demands
How this compares to the alternatives
Unlike generic compliance trainings, this course is tailored to DevOps engineers implementing ISO 20000 in services environments, focusing on engineering artifacts, automation evidence, and client audit readiness.
Frequently asked
Is this course suitable for someone without formal QA or compliance roles?
Yes. It's designed for DevOps engineers who contribute to service delivery frameworks and need to understand how their systems map to ISO 20000 requirements.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does the course cover ISO 20000:the current cycle updates?
Yes. The course covers the current ISO 20000-1:the current cycle standard in full, with implementation guidance specific to services environments.
$199 one-time. Approximately 24 hours of focused learning, designed to be completed in 6 weeks with 4 hours per week.
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