A tailored course, built for your situation
Mastering ISO 20000 for DevOps Engineers and SREs
Build repeatable service delivery systems that align with global operations standards
$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.
Handovers breaking down between teams and time zones
The situation this course is for
As cloud deployments grow more distributed, inconsistent service management creates rework, delays, and audit exposure, even when individual components work perfectly.
Who this is for
Senior DevOps Engineer or SRE operating in global IT service environments, responsible for reliable, compliant handovers across teams and systems
Who this is not for
Junior engineers learning Kubernetes basics, consultants selling framework overviews, or managers without hands-on implementation experience
What you walk away with
- Design service handover workflows that survive team rotation and timezone gaps
- Map incident response chains to ISO 20000 requirements without over-engineering
- Produce SLA reports that satisfy compliance reviewers on first submission
- Reduce rework by aligning monitoring dashboards with service management standards
- Structure runbooks so they’re auditable and reusable across the firm clients
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 in Modern DevOps Contexts
Lay the foundation by exploring how ISO 20000 integrates with CI/CD pipelines and cloud infrastructure teams.
12 chapters in this module
- Defining service management in a DevOps world
- Key differences between ISO 20000 and ITIL practices
- Where SRE responsibilities intersect with service standards
- Common misconceptions about compliance in agile environments
- How ISO 20000 supports SLA commitments across clients
- Linking uptime goals to documented service processes
- Why automation doesn’t replace standardization
- Balancing speed and compliance in deployment cycles
- Integrating change management with GitOps workflows
- Tracking service incidents beyond ticket counts
- Mapping on-call rotations to service level agreements
- Using ISO 20000 to reduce operational drift
Module 2. Service Level Agreement Design Principles
Learn to draft SLAs that are enforceable, measurable, and operationally realistic.
12 chapters in this module
- Defining availability thresholds that reflect real user impact
- Setting incident response windows by severity tier
- Including rollback time in deployment SLAs
- Avoiding ambiguous terms like ‘best effort’ or ‘as soon as possible’
- Tying SLA metrics to business outcomes, not just tech uptime
- Documenting expected behavior during partial outages
- Specifying escalation paths in multi-vendor environments
- Designing SLAs for hybrid cloud and on-prem systems
- Using SLOs and error budgets within ISO 20000 structure
- Aligning SLA reviews with sprint retrospectives
- Handling SLA exceptions during M&A transitions
- Creating client-facing summaries without exposing internal debt
Module 3. Incident Management Aligned to ISO 20000
Structure incident workflows to meet standard requirements while minimizing downtime.
12 chapters in this module
- Classifying incidents by impact and urgency per ISO 20000
- Ensuring timely communication during escalation
- Maintaining audit trails for regulatory review
- Automating classification while preserving compliance
- Integrating monitoring alerts with ticketing systems
- Reducing mean time to acknowledge across time zones
- Documenting incident post-mortems that satisfy auditors
- Linking root cause analysis to process improvement
- Using templates to standardize after-action reports
- Verifying incident closure with business stakeholders
- Tracking recurring incidents for long-term resolution
- Avoiding over-documentation while staying compliant
Module 4. Change Enablement and Risk Control
Implement controlled change workflows that support velocity without sacrificing audit readiness.
12 chapters in this module
- Differentiating standard, normal, and emergency changes
- Designing fast-track paths for low-risk deployments
- Involving CABs without slowing down delivery
- Using change records to defend deployment decisions
- Aligning change windows with client SLAs
- Automating change approvals for repeatable actions
- Capturing risk assessments for high-impact releases
- Integrating change data with compliance dashboards
- Auditing change trails across cloud environments
- Handling unauthorized changes in production
- Linking change success rates to service KPIs
- Reducing change-related outages through planning
Module 5. Configuration Management and CMDB Design
Build reliable configuration databases that support compliance and troubleshooting.
12 chapters in this module
- Identifying configuration items in microservices environments
- Ensuring CMDB accuracy across dynamic infrastructures
- Automating discovery without breaking audit chains
- Linking CIs to incident and change records
- Using tags to reflect ownership and lifecycle stage
- Handling ephemeral resources in CMDB design
- Validating CMDB data during compliance checks
- Integrating CMDB with deployment automation tools
- Defining configuration baselines for rollback
- Reducing CMDB maintenance overhead
- Reporting asset compliance across clients
- Using CMDB data to inform capacity planning
Module 6. Service Request Fulfillment Automation
Streamline user requests while maintaining traceability and control.
12 chapters in this module
- Distinguishing service requests from incidents
- Designing self-service portals for common needs
- Automating access provisioning with approval chains
- Tracking fulfillment time across request types
- Using catalogs to standardize service offerings
- Integrating request workflows with identity systems
- Reducing manual intervention in routine tasks
- Ensuring requests comply with security policies
- Auditing fulfilled requests for compliance review
- Measuring user satisfaction with fulfillment
- Improving catalog usability over time
- Linking service usage to cost allocation
Module 7. Problem Management and Root Cause Analysis
Turn recurring incidents into permanent fixes using structured problem management.
12 chapters in this module
- Identifying problems from incident patterns
- Prioritizing problems by business impact
- Conducting root cause analysis with cross-team input
- Using fishbone and 5 Whys techniques effectively
- Documenting known errors in the knowledge base
- Linking problem resolution to change requests
- Avoiding duplicate problem records
- Measuring effectiveness of problem resolution
- Using trend data to predict future failures
- Integrating problem management with SRE postmortems
- Reducing repeat incidents through proactive fixes
- Reporting problem metrics to leadership
Module 8. Service Continuity and Disaster Recovery
Develop continuity plans that meet ISO 20000 and client expectations.
12 chapters in this module
- Identifying critical services and dependencies
- Defining recovery time and point objectives
- Testing disaster recovery plans without disruption
- Documenting fallback procedures for audit review
- Ensuring data consistency across recovery sites
- Communicating status during extended outages
- Updating plans after infrastructure changes
- Involving business units in continuity planning
- Using cloud-native features for faster recovery
- Measuring actual RTO and RPO post-incident
- Reducing single points of failure in design
- Reporting continuity readiness to clients
Module 9. Supplier Management in Multi-Party Environments
Manage third-party vendors while maintaining service quality and compliance.
12 chapters in this module
- Defining supplier roles in service delivery
- Aligning vendor SLAs with client agreements
- Monitoring supplier performance consistently
- Handling underperforming vendors per contract
- Documenting supplier interactions for audits
- Managing onboarding and offboarding securely
- Integrating supplier data into CMDB
- Using scorecards to assess long-term value
- Negotiating penalties and incentives fairly
- Ensuring compliance across subcontractors
- Reviewing supplier risk annually
- Reporting vendor health to stakeholders
Module 10. Service Reporting and Performance Dashboards
Generate reports that meet compliance needs and inform improvement.
12 chapters in this module
- Selecting KPIs relevant to service quality
- Presenting data in auditor-friendly formats
- Automating report generation from live systems
- Highlighting trends over time for leadership
- Avoiding data overload in dashboards
- Aligning reports with ISO 20000 clauses
- Using visualizations to show progress
- Sharing reports securely with stakeholders
- Updating dashboards after process changes
- Benchmarking performance across engagements
- Linking service data to business outcomes
- Reducing manual steps in reporting
Module 11. Internal Audit and Readiness Preparation
Prepare for compliance reviews with confidence and minimal rework.
12 chapters in this module
- Understanding ISO 20000 audit scope and criteria
- Collecting evidence ahead of review cycles
- Using checklists to ensure completeness
- Conducting internal mock audits
- Responding to auditor findings professionally
- Tracking corrective actions to closure
- Maintaining records for multiple retention periods
- Aligning documentation with auditor expectations
- Reducing audit fatigue across teams
- Using audit feedback for continuous improvement
- Demonstrating leadership commitment
- Reporting audit status to executives
Module 12. Continuous Service Improvement Techniques
Apply CSI principles to enhance service delivery over time.
12 chapters in this module
- Using the CSI register to track improvements
- Applying the Deming cycle to service workflows
- Gathering feedback from users and teams
- Prioritizing improvements by impact and effort
- Measuring success of implemented changes
- Integrating CSI with sprint planning
- Communicating improvements to stakeholders
- Avoiding improvement fatigue
- Using metrics to justify investment
- Linking CSI to business strategy
- Sustaining momentum over time
- Celebrating wins and sharing best practices
How this maps to your situation
- Post-deployment handover stability
- Multi-client service consistency
- Audit readiness with minimal rework
- Global team coordination under tight timelines
Before vs. after
Before
Service workflows vary by team and client, leading to rework during handovers and compliance reviews.
After
You produce standardized, auditable service outputs that transfer cleanly across teams, time zones, and client environments.
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: 90 minutes total, designed for implementation-focused practitioners with minimal theory.
If nothing changes
Without structured service management, even high-performing teams face repeated rework during audits, M&A transitions, or client escalations , eroding trust and slowing delivery.
How this compares to the alternatives
Unlike generic ISO 20000 overviews, this course is tailored to DevOps and SRE workflows , giving you actionable templates and decision frameworks used in real multi-client environments.
Frequently asked
Is this course suitable for someone in a technical execution role?
Yes, it's designed specifically for DevOps Engineers and SREs who implement service workflows and need to meet compliance standards without slowing down delivery.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I get templates I can use immediately?
Yes, every module includes downloadable templates and worked examples tailored to real-world client engagements.
$199 one-time. 90 minutes total, designed for implementation-focused practitioners with minimal theory..
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