A tailored course, built for your situation
Mastering ISO 20000 for Automation Test Analysts
Build auditable, repeatable service delivery frameworks that stand up to regulatory scrutiny the first time.
$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.
Tired of reworking test documentation to meet compliance standards?
The situation this course is for
Automation test work often gets caught in compliance loops because outputs aren’t framed within recognized service management standards. Teams waste cycles retrofitting evidence instead of building it correctly the first time.
Who this is for
Mid-level test analysts in assurance or internal audit functions who need to produce ISO-aligned, auditor-ready documentation without supervision.
Who this is not for
Executives looking for high-level overviews, developers focused on code-level testing, or professionals outside service delivery compliance.
What you walk away with
- Produce ISO 20000-compliant test reports without revision loops
- Map test cases directly to service management controls
- Confidently justify test scope using standard framework logic
- Reduce follow-up requests during compliance reviews
- Build reusable templates aligned with auditor expectations
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in Automated Testing
Understand how ISO 20000 applies specifically to automated test design and execution within assurance environments.
12 chapters in this module
- Scope of ISO 20000-1
- Service lifecycle alignment
- Test phase integration points
- Control mapping basics
- Compliance evidence types
- Automation constraints and opportunities
- Regulatory linkages
- Common misalignments
- Documentation standards
- Traceability expectations
- Audit readiness checklist
- Course roadmap
Module 2. Service Catalog Testing Foundations
Validate service catalog data using automated checks tied to ISO 20000 control objectives.
12 chapters in this module
- Service definition accuracy
- Automated metadata checks
- Version control validation
- SLA consistency rules
- Change sync detection
- Catalog-test traceability
- Error flag logic
- Reporting completeness
- Review automation triggers
- Stakeholder notification rules
- Control overlay design
- Test output formatting
Module 3. Incident Management Test Design
Build test suites that verify incident response workflows meet ISO 20000 requirements.
12 chapters in this module
- Incident classification rules
- Escalation path validation
- Auto-routing logic checks
- Response time thresholds
- Closure criteria tests
- Categorization accuracy
- Priority logic validation
- Root cause linkage
- Knowledge article matching
- Feedback loop automation
- Audit trail completeness
- Integration edge cases
Module 4. Change Enablement Testing
Ensure change processes are tested for compliance with ISO 20000 change control mandates.
12 chapters in this module
- Standard change validation
- Emergency change flags
- Backout plan verification
- CAB approval checks
- Impact analysis coverage
- Change window adherence
- Automated rollback testing
- Success criteria definitions
- Post-implementation review
- Change freeze compliance
- Risk-based test tiers
- Change record completeness
Module 5. Configuration Management Testing
Automate validation of CMDB accuracy and integrity in line with ISO 20000 expectations.
12 chapters in this module
- CI identification rules
- Relationship mapping
- Attribute completeness
- Sync frequency checks
- Automated drift detection
- Ownership validation
- Lifecycle stage accuracy
- Version tracking
- Integration validation
- Access control tests
- Change linkage
- Reporting consistency
Module 6. Release Testing and Deployment
Validate release management processes against ISO 20000 deployment requirements.
12 chapters in this module
- Release window compliance
- Build package integrity
- Deployment script checks
- Rollback automation
- Environment sync tests
- Version tagging validation
- Pre-deployment checklists
- Post-deployment verification
- Automated smoke tests
- Rollback success criteria
- Change freeze adherence
- Release record completeness
Module 7. Service Level Agreement Testing
Build automated tests that validate SLA commitments are measurable and enforceable.
12 chapters in this module
- SLA definition alignment
- Metric collection accuracy
- Reporting frequency checks
- Threshold validation
- Remediation trigger tests
- Credit calculation logic
- Service credit automation
- Penalty clause verification
- Customer notification
- Data source validation
- Alert routing
- Exception handling
Module 8. Supplier Management Testing
Verify third-party service delivery complies with ISO 20000 supplier control requirements.
12 chapters in this module
- Contract alignment checks
- Performance metric validation
- Audit right verification
- Access revocation tests
- SLA monitoring
- Incident escalation paths
- Change coordination
- Security compliance
- Data handling rules
- Termination process
- Penalty enforcement
- Reporting obligations
Module 9. Problem Management Testing
Ensure root cause analysis and workaround processes are validated and automated.
12 chapters in this module
- Problem record creation
- Root cause tracing
- Workaround validation
- Known error database
- Pattern detection
- Alert threshold logic
- Trend analysis
- Resolution time checks
- Escalation rules
- Knowledge reuse
- Feedback to development
- Closure criteria
Module 10. Continual Improvement Testing
Automate validation of continual service improvement processes.
12 chapters in this module
- Improvement proposal tracking
- Benefit realization
- Cost-benefit validation
- Change implementation
- Performance delta checks
- Stakeholder feedback
- ROI verification
- Risk assessment
- Approval process
- Post-implementation review
- Sustainability tests
- Reporting completeness
Module 11. Integrated Test Framework Design
Combine multiple ISO 20000 domains into a unified automated test suite.
12 chapters in this module
- Framework architecture
- Cross-domain mappings
- Data flow validation
- Unified reporting
- Control overlap handling
- Exception routing
- Audit trail integration
- Dashboard design
- Alert prioritization
- Remediation workflows
- Version control
- Scalability planning
Module 12. Audit Readiness and Evidence Packaging
Prepare automated outputs for internal and external compliance audits.
12 chapters in this module
- Evidence selection
- Version-controlled reports
- Traceability matrices
- Narrative documentation
- Automated sampling
- Gap reporting
- Remediation tracking
- Review cycle prep
- Stakeholder distribution
- Retention compliance
- Access control
- Final sign-off package
How this maps to your situation
- Initial test design
- Control integration
- Audit preparation
- Continuous improvement
Before vs. after
Before
Spending extra time revising test outputs to meet compliance standards.
After
Delivering ISO 20000-aligned automation test reports that pass review the first time.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters total)
- 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, with self-paced access and lifetime updates.
If nothing changes
Continuing to deliver unstructured test outputs increases rework, delays audit sign-off, and limits recognition of your contribution to compliance outcomes.
How this compares to the alternatives
Unlike generic ISO 20000 training, this course is tailored to automation test analysts, with specific templates and real-world examples from the firm-level engagements.
Frequently asked
Who is this course for?
Automation Test Analysts working in compliance, assurance, or internal audit functions who need to produce ISO 20000-aligned documentation.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I get practical tools?
Yes , every module includes downloadable templates and worked examples relevant to automation testing in regulated environments.
$199 one-time. Approximately 3 hours per module, with self-paced access and lifetime updates..
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