A tailored course, built for your situation
Mastering ISO 20000 for DevOps Engineers in Global IT Services
Deliver auditable service management outcomes with precision and stakeholder 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.
Stop being the middleman in compliance handoffs
The situation this course is for
Most DevOps engineers implement controls reactively, creating rework when audits or escalations hit. Without a structured approach to ISO 20000, your work stays in the background, even when it’s foundational.
Who this is for
DevOps engineers in global IT services firms who are technically strong but under-leveraged in formal service management frameworks
Who this is not for
Entry-level engineers, consultants focused on ISO 27001 only, or leadership without hands-on implementation duties
What you walk away with
- Own end-to-end ISO 20000 process implementation for service delivery and support
- Produce regulator-ready documentation for incident, problem, and change management
- Lead cross-functional reviews without senior facilitator oversight
- Respond confidently to internal audit findings with documented controls
- Become the named owner of service continuity planning artefacts
The 12 modules (with all 144 chapters)
Module 1. ISO 20000 Foundations for Technical Practitioners
Understand the structure, scope, and business rationale of ISO 20000 specifically for DevOps roles in service-oriented IT environments.
12 chapters in this module
- What ISO 20000 solves that ITIL doesn't
- Service lifecycle vs infrastructure lifecycle
- Key clauses in ISO 20000-1:the current cycle
- Mapping to SOC 2 and ISO 27001 overlaps
- The role of the engineer in service management
- How auditors assess evidence quality
- Common gaps in global IT services firms
- the firm's compliance context
- Service catalog essentials
- Incident vs service request clarity
- Change advisory board basics
- Workflow ownership models
Module 2. Service Level Management Implementation
Design, document, and enforce service level agreements that align with operational reality and audit expectations.
12 chapters in this module
- Defining measurable SLAs
- SLA vs OLAs vs UCs
- Setting thresholds without overpromising
- Monitoring integration patterns
- Escalation path design
- Reporting SLA performance monthly
- Avoiding SLA debt accumulation
- Negotiating SLAs with peers
- Template: SLA agreement scaffold
- Template: OLA handshake clause
- Template: Underpinning contract stub
- Audit readiness checklist
Module 3. Incident Management Process Design
Build incident workflows that satisfy both operational urgency and compliance traceability.
12 chapters in this module
- Incident categorization model
- Prioritization by impact and urgency
- Automatic classification rules
- Integration with monitoring tools
- From alert to incident ticket
- Major incident response playbooks
- Post-incident review structure
- Linking incidents to problems
- Template: Major incident log
- Template: Post-mortem report
- Template: Status update script
- Audit evidence capture
Module 4. Problem Management and Root Cause Analysis
Shift from firefighting to systematic prevention with documented root cause workflows.
12 chapters in this module
- Problem record initiation triggers
- Known error database setup
- RCA timing and ownership
- Fishbone vs Five Whys selection
- Linking problems to changes
- Trend analysis for repeat issues
- Vendor-related problem handling
- Change freeze justification
- Template: Root cause summary
- Template: Workaround documentation
- Template: Permanent fix validation
- Audit rebuttal preparation
Module 5. Change Management and CAB Coordination
Run efficient change advisory board sessions with clear pre-reads, voting rules, and follow-up tracking.
12 chapters in this module
- Change types: standard, emergency, normal
- CAB calendar and attendance
- Pre-read package structure
- Risk rating for each change
- Voting mechanisms and quorum
- Emergency change oversight
- Post-implementation review
- Change success metrics
- Template: Standard change record
- Template: CAB agenda
- Template: Post-change validation
- Audit trail completeness
Module 6. Configuration Management and CMDB Accuracy
Ensure configuration items are accurately tracked and linked to services, changes, and incidents.
12 chapters in this module
- CI identification scope
- Automated discovery tools
- Relationship mapping rules
- CI ownership assignment
- Reconciliation cycles
- CMDB integration patterns
- Service dependency mapping
- Version control for CMDB
- Template: CI register
- Template: Service map diagram
- Template: CMDB audit report
- Accuracy metrics and goals
Module 7. Service Continuity Planning
Develop and maintain service continuity plans that meet ISO 20000 requirements and real-world resilience needs.
12 chapters in this module
- Business impact analysis
- Recovery time objectives
- Backup validation frequency
- Failover testing schedule
- Third-party dependency mapping
- Plan activation triggers
- Communication during outage
- Post-event review process
- Template: BIA questionnaire
- Template: Recovery procedure
- Template: Test report
- Regulator-facing summary
Module 8. Supplier Management and Third-Party Oversight
Manage vendor performance and compliance using ISO 20000-aligned oversight practices.
12 chapters in this module
- Vendor onboarding checklist
- SLA monitoring for vendors
- Penalty clauses enforcement
- Audit rights negotiation
- Right-to-audit coordination
- Multi-supplier integration issues
- Exit readiness planning
- Vendor consolidation rationale
- Template: Vendor scorecard
- Template: Audit notice letter
- Template: Exit readiness check
- Peer escalation paths
Module 9. Demand Management and Capacity Planning
Balance capacity investment with actual service demand using structured forecasting models.
12 chapters in this module
- Usage trend analysis
- Peak load planning
- Scaling triggers definition
- Resource forecasting models
- Cost-per-unit analysis
- Right-sizing recommendations
- Cloud spend optimization
- Capacity review meetings
- Template: Capacity report
- Template: Forecast model
- Template: Scaling proposal
- Audit response preparation
Module 10. Service Reporting and Performance Dashboards
Generate stakeholder-ready reports that demonstrate compliance and operational health.
12 chapters in this module
- KPI selection for service teams
- Monthly performance reporting
- SLA vs actual performance
- Incident trend analysis
- Change success rate tracking
- Availability reporting
- Service catalog accuracy
- Peer comparison benchmarks
- Template: Service report
- Template: Executive summary
- Template: Issue register
- Audit data package
Module 11. Internal Audit Preparation and Response
Prepare for and respond to internal audits with complete, well-organized evidence.
12 chapters in this module
- Audit scope definition
- Evidence collection plan
- Document version control
- Interview preparation
- Finding classification
- Remediation timeline setting
- Management response writing
- Follow-up audit planning
- Template: Evidence tracker
- Template: Finding response
- Template: Remediation plan
- Peer escalation documentation
Module 12. Continuous Improvement and ISO 20000 Maturity
Drive systematic improvement using the PDCA cycle aligned to ISO 20000 requirements.
12 chapters in this module
- Identifying improvement opportunities
- PDCA cycle application
- Service review meetings
- Benchmarking against peers
- Maturity assessment models
- Improvement initiative tracking
- ROI estimation for changes
- Stakeholder communication
- Template: Improvement register
- Template: Maturity assessment
- Template: ROI calculation
- Long-term roadmap
How this maps to your situation
- After a failed audit finding
- Before a major service migration
- During third-party vendor integration
- When escalating peer teams need guidance
Before vs. after
Before
Compliance work feels like overhead, handled reactively and passed up the chain
After
You own the ISO 20000 artefacts, escalations, reviews, and audits come to you first
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 module, designed to be completed alongside regular work over 6-8 weeks.
If nothing changes
Without structured ISO 20000 implementation skills, engineers remain in execution mode, missing opportunities to lead compliance-critical workflows and gain visibility with senior reviewers.
How this compares to the alternatives
Unlike generic ITIL courses, this program focuses on ISO 20000 implementation with DevOps-specific examples, templates, and audit-ready documentation patterns used in global IT services firms like the firm.
Frequently asked
Is this course relevant if I don’t work directly in compliance?
Yes. This course is designed for engineers who implement systems that must pass compliance reviews. It’s about owning the artefacts, not passing a certification exam.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me prepare for an audit?
Yes. You’ll produce regulator-ready templates and evidence packages used in actual ISO 20000 audits at firms like yours.
$199 one-time. Approximately 3 hours per module, designed to be completed alongside regular work over 6-8 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