A tailored course, built for your situation
Mastering ISO 20000 for Agile Delivery Managers
Build deeper command of service management frameworks that drive delivery precision
$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.
Struggling to align agile delivery with service management compliance?
The situation this course is for
Many Agile Delivery Managers face pressure to move fast while maintaining ISO-aligned controls, but without a systematic grasp of ISO 20000, teams default to rework, audit surprises, or over-reliance on external consultants.
Who this is for
Agile Delivery Manager in a global services firm managing hybrid delivery models with compliance obligations
Who this is not for
Individuals looking for high-level overviews of ITIL or general service management principles without implementation depth
What you walk away with
- Map ISO 20000 requirements directly to agile delivery workflows
- Lead internal ISO 20000 readiness assessments without external support
- Translate control objectives into sprint-ready implementation tasks
- Own end-to-end service continuity planning within Scrum or SAFe environments
- Produce audit-ready documentation that survives scope changes and team turnover
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 and Its Role in Agile Environments
Establish a working definition of ISO 20000 and its relationship to ITIL, COBIT, and agile service delivery. Learn how certification objectives align with sprint planning and continuous delivery tracks.
12 chapters in this module
- Overview of ISO 20000 standard
- Relationship to ITIL practices
- Integration with agile frameworks
- Scope definition for service management
- Key clauses in ISO 20000-1
- Certification paths and timelines
- Role of delivery managers in compliance
- Stakeholder alignment techniques
- Baseline assessment methodology
- Common implementation gaps
- Regulatory recognition of ISO 20000
- Linking controls to business outcomes
Module 2. Service Management System Design Principles
Learn how to architect a Service Management System (SMS) that supports agile delivery without sacrificing compliance. Focus on control placement, evidence capture, and automation-friendly design.
12 chapters in this module
- SMS scope and boundaries
- Control placement strategy
- Evidence lifecycle management
- Automated compliance tracking
- Integration with Jira workflows
- Document hierarchy design
- Versioning and audit trails
- Role-based access planning
- Change control integration
- Risk-based prioritization
- Stakeholder communication plan
- SMS maintenance model
Module 3. Service Delivery Process Mapping
Map core ISO 20000 service delivery processes, including incident, problem, and change management, to actual team workflows and tooling stacks.
12 chapters in this module
- Incident management alignment
- Problem resolution workflows
- Known error database use
- Change advisory board setup
- Standard change identification
- Emergency change protocols
- Service request automation
- SLA definition techniques
- KPI tracking frameworks
- Service catalog integration
- User communication templates
- Post-implementation reviews
Module 4. Incident and Problem Management in Agile Contexts
Adapt ISO 20000 incident and problem management requirements to agile delivery cycles, including sprint retrospectives, war-room coordination, and MTTR optimization.
12 chapters in this module
- Incident triage levels
- Major incident response plan
- Root cause analysis methods
- Problem record linking
- Trend identification techniques
- War room facilitation
- Post-mortem documentation
- MTTR reduction tactics
- Service restoration tracking
- Cross-team escalation paths
- Automation for incident logging
- Feedback loops to backlog
Module 5. Change Management and Release Coordination
Implement ISO 20000-compliant change control within continuous integration environments, including CAB design, emergency change tracking, and audit evidence packaging.
12 chapters in this module
- Change types and categorization
- Standard change criteria
- CAB membership model
- Change approval workflows
- Emergency change logging
- Backout planning
- Release calendar sync
- Deployment evidence capture
- Automated change records
- Change success metrics
- Non-disruptive updates
- Change freeze management
Module 6. Configuration and Asset Management Basics
Establish ISO 20000-aligned configuration management practices that work in dynamic cloud environments and support reliable audit outcomes.
12 chapters in this module
- CMDB scope definition
- CI identification rules
- Relationship mapping
- Automated discovery tools
- Version tracking
- Ownership assignment
- Asset lifecycle stages
- License compliance tracking
- Cloud resource tagging
- Decommissioning process
- Audit trail generation
- CMDB health metrics
Module 7. Service Continuity and Availability Planning
Develop ISO 20000-compliant service continuity plans that align with business priorities and technical realities in hybrid delivery models.
12 chapters in this module
- Availability requirement gathering
- Critical service identification
- RTO and RPO definition
- Disaster recovery integration
- Failover testing schedule
- Backup validation process
- Third-party dependency mapping
- Geographic redundancy planning
- Incident response alignment
- User communication plan
- Recovery verification
- Plan maintenance cycle
Module 8. Supplier and Vendor Management Compliance
Ensure vendor contracts and SLAs meet ISO 20000 requirements, including oversight, performance tracking, and exit planning.
12 chapters in this module
- Vendor selection criteria
- Contract clause checklist
- SLA definition best practices
- Performance monitoring
- Onsite audit coordination
- Subcontractor oversight
- Risk assessment timing
- Vendor exit planning
- Penalty enforcement process
- Compliance evidence sharing
- Multi-vendor integration
- Vendor relationship review
Module 9. Internal Audit and Readiness Preparation
Lead ISO 20000 internal audits with confidence by preparing teams, gathering evidence, and addressing findings in advance of certification cycles.
12 chapters in this module
- Audit scope planning
- Document sampling strategy
- Evidence collection checklist
- Interview preparation
- Non-conformance tracking
- Corrective action planning
- Audit trail verification
- Mock audit execution
- Findings communication
- Remediation timeline
- Audit follow-up process
- Certification readiness review
Module 10. Continuous Improvement and Performance Reporting
Embed ISO 20000 continuous improvement requirements into agile retrospectives and executive reporting cycles.
12 chapters in this module
- Improvement opportunity identification
- PDCA cycle application
- Retrospective integration
- Performance dashboard design
- Trend analysis techniques
- KPI reporting rhythm
- Stakeholder feedback loops
- Corrective action tracking
- Benchmarking against peers
- Maturity assessment model
- Service optimization roadmap
- Leadership reporting package
Module 11. Integrating ISO 20000 with Agile and DevOps Practices
Fuse ISO 20000 compliance with agile planning, CI/CD pipelines, and DevOps culture using lightweight evidence strategies.
12 chapters in this module
- Sprint integration points
- Compliance in CI pipelines
- Automated evidence capture
- Lightweight documentation
- Role of product owners
- Scrum master responsibilities
- Backlog prioritization
- Definition of done
- Compliance testing gates
- DevOps toolchain mapping
- Shift-left compliance
- Feedback to architecture
Module 12. Sustaining ISO 20000 Certification Over Time
Design a sustainable compliance model that survives leadership changes, team turnover, and shifting delivery models.
12 chapters in this module
- Knowledge transfer planning
- Documentation ownership
- Annual review process
- Update frequency planning
- Training for new hires
- External auditor coordination
- Gap analysis timing
- Continuous monitoring
- Compliance culture building
- Leadership engagement
- Budget planning
- Certification renewal prep
How this maps to your situation
- Aligning service management with agile delivery
- Reducing rework in compliance cycles
- Improving audit readiness outcomes
- Increasing influence in architecture decisions
Before vs. after
Before
Reactive engagement with ISO 20000, dependent on external consultants and subject to rework during audits
After
Proactive ownership of the full ISO 20000 lifecycle, with repeatable processes and internal capability to lead certification efforts
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 in parallel with active delivery responsibilities.
If nothing changes
Without a structured approach to ISO 20000, delivery managers risk repeated audit findings, increased reliance on consultants, and diminished influence in strategic decisions around service design and vendor selection.
How this compares to the alternatives
Unlike generic ITIL training or certification prep courses, this program focuses on practical, implementable mastery of ISO 20000 within agile delivery contexts, specifically tailored for practitioners leading real-world teams.
Frequently asked
Is this course aligned with the latest version of ISO 20000?
Yes, the content is based on ISO 20000-1:the current cycle and includes guidance on preparing for upcoming updates.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will the templates work with Jira and ServiceNow?
Yes, the downloadable templates are designed to integrate into common tooling stacks used in global services firms.
$199 one-time. Approximately 3 hours per module, designed to be completed in parallel with active delivery responsibilities..
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