A tailored course, built for your situation
Mastering ISO 20000 for Critical Facilities Engineers
Build repeatable service management systems that scale with infrastructure complexity
$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 facilities operations with enterprise service standards
The situation this course is for
Facilities engineers often operate in silos, where uptime metrics don’t translate into governance influence. Without a formal service management framework, contributions stay invisible beyond incident logs.
Who this is for
Senior facilities or operations engineer in a hyperscale environment, responsible for system reliability and compliance readiness
Who this is not for
Entry-level technicians, administrative staff, or those outside infrastructure delivery roles
What you walk away with
- Define and document service level agreements for critical facilities operations
- Implement ISO 20000-aligned change management workflows without disrupting uptime
- Lead internal audits with confidence using standardized service reports
- Establish ownership over service continuity planning within current role
- Integrate facilities incident response into enterprise service management frameworks
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in Facilities Context
Understand how ISO 20000 applies beyond IT to critical infrastructure environments.
12 chapters in this module
- What ISO 20000 means for facilities
- Service management vs facility operations
- Mapping uptime to service levels
- Key clauses in plain language
- Scope boundaries for facilities
- Integration with existing SLAs
- Documenting service scope
- Facility-specific service types
- Service catalog essentials
- Change types in facilities
- Incident categories by system
- Defining service ownership
Module 2. Service Level Management Foundations
Build service level agreements tailored to power, cooling, and access systems.
12 chapters in this module
- Identifying service recipients
- Defining availability targets
- Uptime vs serviceability
- Measuring response effectiveness
- Escalation time thresholds
- SLA review cycles
- Documenting SLA exceptions
- Linking SLAs to audits
- SLA reporting templates
- Negotiating with stakeholders
- Version control for SLAs
- SLA compliance tracking
Module 3. Change Management for Facilities
Implement controlled change processes that maintain compliance and uptime.
12 chapters in this module
- Types of facility changes
- Urgent vs planned changes
- Change advisory roles
- Documenting change rationale
- Risk assessment templates
- Backout planning essentials
- Change scheduling windows
- Stakeholder notifications
- Post-change reviews
- Linking changes to SLAs
- Audit trail requirements
- Automated change logging
Module 4. Incident Management Integration
Standardize incident response across power, HVAC, and security systems.
12 chapters in this module
- Classifying facility incidents
- Severity level definitions
- Initial response protocols
- Escalation path mapping
- Downtime tracking methods
- Incident documentation fields
- Linking incidents to SLAs
- Cross-team coordination
- Post-incident reporting
- Trend analysis for prevention
- Incident drill planning
- Audit readiness checks
Module 5. Problem Management and Root Cause
Shift from reactive fixes to systemic resolution in facility operations.
12 chapters in this module
- Identifying recurring failures
- Problem record creation
- Root cause analysis methods
- Fishbone diagram application
- Failure mode tracking
- Corrective action planning
- Preventive maintenance links
- Problem priority scoring
- Cross-system pattern detection
- Vendor issue escalation
- Knowledge base integration
- Problem closure criteria
Module 6. Configuration Management Basics
Build accurate configuration databases for critical systems.
12 chapters in this module
- Defining configuration items
- Facility asset categorization
- CMDB schema design
- Data accuracy controls
- Access permissions setup
- Integration with monitoring
- Change impact analysis
- Baseline documentation
- Version tracking methods
- Audit trail syncing
- Automated discovery tools
- CMDB maintenance cycles
Module 7. Service Continuity Planning
Develop recovery strategies that align with business priorities.
12 chapters in this module
- Critical system identification
- Recovery time objectives
- Resource availability mapping
- Alternate site readiness
- Testing frequency rules
- Disaster scenario types
- Communication trees
- External dependencies
- Regulatory reporting triggers
- Insurance coordination
- Plan activation protocols
- Post-event review process
Module 8. Supplier Management Alignment
Govern third-party performance within ISO 20000 frameworks.
12 chapters in this module
- Vendor SLA integration
- Performance monitoring
- Contract compliance checks
- Escalation pathways
- Onsite coordination rules
- Audit rights definition
- Penalty clause enforcement
- Renewal preparation
- Service credit claims
- Vendor risk assessment
- Multi-vendor coordination
- Exit planning
Module 9. Information Security in Facilities
Protect access and control systems under ISO 20000 security clauses.
12 chapters in this module
- Physical access controls
- Cyber-physical system risks
- Access log retention
- Role-based permissions
- Security incident types
- Breach response planning
- Vendor access policies
- Audit logging standards
- Encryption for systems
- Security awareness training
- Third-party audits
- Compliance with NIST
Module 10. Internal Audits and Readiness
Prepare for audits with documented, repeatable service practices.
12 chapters in this module
- Audit scope definition
- Checklist creation
- Evidence collection
- Non-conformance tracking
- Corrective action timelines
- Audit scheduling
- Cross-department coordination
- Document retention rules
- Interview preparation
- Findings reporting
- Follow-up verification
- Continuous improvement
Module 11. Continual Improvement Cycles
Embed feedback loops into service management workflows.
12 chapters in this module
- Identifying improvement areas
- KPI trend analysis
- Stakeholder feedback
- Cost-benefit assessment
- Pilot testing changes
- Change implementation
- Success measurement
- Lessons learned capture
- Improvement roadmap
- Resource allocation
- Risk review for changes
- Documentation updates
Module 12. Implementing ISO 20000 in Practice
Launch a facility-specific ISO 20000 program with executive support.
12 chapters in this module
- Gaining leadership buy-in
- Team onboarding plan
- Phased rollout strategy
- Training material creation
- Tool selection guide
- KPI dashboard setup
- Documentation standards
- Internal champion network
- First audit preparation
- Gap remediation
- Certification path
- Sustaining compliance
How this maps to your situation
- Onboarding into broader service governance
- Leading cross-functional service initiatives
- Preparing for internal audit cycles
- Expanding decision influence in operations
Before vs. after
Before
Managing facilities operations without formal service management structure
After
Leading ISO 20000-aligned service delivery with documented authority and enterprise visibility
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 4 hours per module, designed to fit within a standard workweek schedule.
If nothing changes
Continuing without structured service management may result in missed opportunities to lead compliance initiatives and reduced influence during cross-functional reviews.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses specifically on facilities engineers in hyperscale environments, providing role-specific templates and decision frameworks aligned with ISO 20000.
Frequently asked
Is this relevant if I'm not in IT?
Yes. This course is tailored for facilities engineers who manage service continuity, change, and incident response in critical environments.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me lead beyond my current role?
Yes. You'll gain structured authority over service decisions within your current position, expanding your influence without a title change.
$199 one-time. Approximately 4 hours per module, designed to fit within a standard workweek schedule..
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