A tailored course, built for your situation
Mastering ISO 20000 for Assistant Managers in Fintech Services
Build a self-renewing foundation of repeatable service delivery assets that accelerate every future engagement
$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
Assistant-level practitioner in fintech or financial services operations, responsible for service delivery consistency, compliance readiness, and cross-functional coordination under global standards
Who this is not for
Those seeking executive summaries only, or professionals outside service management or compliance implementation roles
What you walk away with
- Create reusable ISO 20000 documentation templates for policies, procedures, and controls
- Deploy a modular service delivery playbook applicable across audits and vendor assessments
- Map controls to operational workflows with consistent traceability
- Build an IP library of artefacts that reduce future project ramp time by 50%
- Establish a personal portfolio of implementations that demonstrate progressive mastery
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Fintech Environments
Understand how ISO 20000 integrates with fintech-specific service delivery models, regulatory expectations, and operational resilience requirements. Establish common language and scope boundaries.
12 chapters in this module
- Core principles
- Service lifecycle alignment
- Regulatory overlap with RBI
- GlobalPay operational context
- Documentation standards
- Control hierarchy
- Role mapping
- Process boundaries
- Integration with ISO 27001
- Service catalog design
- Incident management basics
- Change control framework
Module 2. Service Management System Scoping
Define the boundaries and inclusions of your SMS based on organizational structure, technology footprint, and customer impact zones.
12 chapters in this module
- Identifying core services
- Mapping service owners
- Determining exclusions
- Stakeholder alignment
- Technology dependencies
- Customer touchpoints
- Vendor interfaces
- Risk-based scope design
- Documentation templates
- Audit entry points
- Internal review cycles
- Final scope sign-off
Module 3. Policy and Commitment Framework Development
Draft leadership-endorsed service management policies with real sign-off pathways and integration into existing governance forums.
12 chapters in this module
- Executive sponsorship
- Policy drafting
- Tone from the top
- Alignment with GlobalPay values
- Approval workflows
- Version control
- Publication channels
- Employee awareness
- Regulatory referencing
- Review cycles
- Performance linkage
- Continuous improvement
Module 4. Service Design and Transition Planning
Structure new or modified services with standardized design criteria, transition checklists, and readiness assessments.
12 chapters in this module
- Service design criteria
- Capacity planning
- Availability targets
- Design validation
- Transition planning
- Backout procedures
- Change advisory board
- Stakeholder communication
- Test environments
- User acceptance
- Documentation handover
- Post-transition review
Module 5. Incident and Service Request Management
Implement processes to log, categorize, prioritize, and resolve incidents and service requests efficiently while maintaining audit trails.
12 chapters in this module
- Event logging
- Classification schema
- Prioritization rules
- Escalation paths
- Service desk integration
- Ticket lifecycle
- SLA tracking
- Customer communication
- Root cause input
- Trend reporting
- Tool configuration
- Audit readiness
Module 6. Problem and Known Error Management
Shift from reactive firefighting to proactive resolution by identifying and eliminating root causes of recurring incidents.
12 chapters in this module
- Problem identification
- Root cause analysis
- Workaround documentation
- Known error database
- Permanent fixes
- Change initiation
- Trend analysis
- Post-mortem integration
- Knowledge transfer
- Vendor coordination
- Performance metrics
- Audit trail creation
Module 7. Change Enablement and Control
Establish a structured process for evaluating, approving, and implementing changes to minimize disruptions.
12 chapters in this module
- Change types
- Request submission
- Impact assessment
- Approval workflows
- CAB meetings
- Scheduling
- Backout planning
- Implementation tracking
- Post-change review
- Documentation updates
- Compliance checks
- Audit trail formatting
Module 8. Configuration and Asset Management
Maintain accurate records of configuration items and their relationships to support incident, change, and compliance processes.
12 chapters in this module
- CI identification
- Relationship mapping
- Database schema
- Ownership assignment
- Version tracking
- Lifecycle status
- Discovery tools
- Reconciliation processes
- Access controls
- Reporting structure
- Integration with change
- Audit verification
Module 9. Service Level Management
Define, negotiate, document, and monitor service level agreements and underpinning contracts.
12 chapters in this module
- SLA structure
- KPI selection
- Customer negotiation
- Performance reporting
- Review meetings
- Remediation planning
- Penalty clauses
- Uptime tracking
- Communication protocols
- Improvement cycles
- Third-party alignment
- Audit evidence
Module 10. Continual Improvement Methodology
Embed a culture of ongoing enhancement using data-driven insights and structured review cycles.
12 chapters in this module
- Improvement backlog
- Data collection
- Trend analysis
- Initiative prioritization
- Implementation planning
- Stakeholder engagement
- Success metrics
- Feedback loops
- Process updates
- Knowledge sharing
- Audit alignment
- Sustainability planning
Module 11. Internal Audit and Readiness Preparation
Conduct effective internal audits and prepare for external certification assessments.
12 chapters in this module
- Audit planning
- Checklist development
- Evidence collection
- Interview techniques
- Non-conformance handling
- Corrective actions
- Management review
- Gap tracking
- External auditor prep
- Documentation bundles
- Response scripting
- Follow-up planning
Module 12. Compounding Asset Library Construction
Assemble reusable templates, playbooks, and documentation sets that accelerate future ISO 20000 deployments and reduce workload over time.
12 chapters in this module
- Template curation
- Version control
- Knowledge indexing
- Search optimization
- Cross-project reuse
- Playbook development
- Implementation shortcuts
- Training materials
- Onboarding integration
- Peer sharing
- Feedback loops
- Lifecycle maintenance
How this maps to your situation
- Newly appointed assistant managers stabilizing service delivery functions
- Practitioners leading ISO 20000 implementation in financial services
- Compliance professionals building auditable documentation systems
- Strategic relations roles integrating standards into vendor and partner workflows
Before vs. after
Before
Starting from scratch on each compliance or service delivery initiative, repeating foundational work
After
Drawing from a personal library of reusable artefacts that cut project setup time and elevate execution quality
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 for completion over 6, 8 weeks with consistent pacing
How this compares to the alternatives
Unlike generic compliance courses, this program builds a personalized asset library tailored to your role and organization, ensuring long-term compounding value beyond one-time certification prep.
Frequently asked
Who is this course for?
Assistant Managers and mid-level practitioners in fintech or financial services responsible for service delivery, compliance, and operational consistency under ISO 20000.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive practical tools?
Yes, every module includes downloadable templates, worked examples, and the final implementation playbook is tailored to support reuse across engagements.
$199 one-time. Approximately 3 hours per module, designed for completion over 6, 8 weeks with consistent pacing.
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