A tailored course, built for your situation
Mastering ISO 20000 for Delivery Leaders in Global Consulting
Build authoritative service management frameworks that align client delivery with strategic outcomes
$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.
Delivering complex client programs without a standardized service framework creates inconsistency, rework, and missed governance milestones
The situation this course is for
Teams default to ad-hoc processes when a clear, auditable service management standard isn't in place. This leads to duplicated effort, client audit findings, and last-minute scrambles to document controls. Without a formal approach, Delivery Managers spend cycles justifying outputs instead of shaping strategy.
Who this is for
Delivery leaders in global consulting firms who influence service design, vendor integration, and compliance outcomes across multi-team engagements
Who this is not for
Individuals focused solely on internal IT support or helpdesk operations without client-facing delivery responsibilities
What you walk away with
- Lead ISO 20000-aligned service design with documented authority across delivery teams
- Structure service delivery frameworks that pass internal and client audits on first review
- Influence vendor selection and integration timelines using standardized service requirements
- Produce reusable service documentation that survives team turnover and project cycles
- Position yourself as the internal reference for service management consistency across accounts
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and the Delivery Manager's Role
Establish the foundation of ISO 20000 within global consulting delivery models. Understand how service management standards elevate delivery consistency, client trust, and audit readiness across engagements.
12 chapters in this module
- Defining ISO 20000 in the context of client delivery programs
- How service management standards reduce project rework
- Mapping delivery lifecycle phases to ISO 20000 clauses
- Differentiating ISO 20000 from ITIL and SOC 2 frameworks
- Service management as a competitive differentiator in consulting
- Key stakeholders in ISO 20000 implementation projects
- Common misconceptions about service management standards
- The role of Delivery Managers in framework adoption
- Linking service design to client contract requirements
- Benchmarking current delivery practices against ISO 20000
- Why ISO 20000 matters more in hybrid delivery models
- Setting expectations for cross-functional alignment
Module 2. Service Management Policy and Strategic Alignment
Learn to draft and socialize service management policies that align with organizational goals and client expectations, ensuring executive buy-in and operational adoption.
12 chapters in this module
- Crafting a service management policy statement
- Aligning service policy with client SLAs and KPIs
- Gaining leadership endorsement for service standards
- Documenting policy ownership and review cycles
- Linking service policy to risk and compliance mandates
- Using policy to reduce ambiguity in delivery handoffs
- Version control and distribution of policy documents
- Incorporating feedback from delivery teams
- Policy alignment across global delivery centers
- Auditor expectations for policy documentation
- Updating policy during client transformation cycles
- Measuring policy adherence across engagements
Module 3. Service Design and Delivery Architecture
Design service delivery architectures that embed ISO 20000 principles from the start, ensuring scalability, compliance, and client alignment.
12 chapters in this module
- Mapping client requirements to service components
- Designing service portfolios with audit readiness
- Integrating change management into service design
- Defining service level agreements with precision
- Building service continuity into delivery plans
- Documenting service dependencies and interfaces
- Using service design to reduce onboarding time
- Aligning service architecture with security controls
- Vendor involvement in service design phases
- Prototyping service delivery with ISO 20000 in mind
- Validating design against client use cases
- Handing off design to implementation teams
Module 4. Incident and Problem Management Integration
Implement structured incident and problem management processes that support service stability and root cause resolution across delivery teams.
12 chapters in this module
- Defining incident classification and severity levels
- Establishing incident response timelines
- Linking incidents to service impact assessments
- Problem identification and root cause analysis
- Integrating problem management with change control
- Trend analysis from incident data
- Reporting incident metrics to delivery leadership
- Reducing repeat incidents through process fixes
- Vendor accountability in incident resolution
- Auditor expectations for incident documentation
- Automating incident tracking in hybrid environments
- Continuous improvement from incident reviews
Module 5. Change Management and Release Coordination
Lead change and release processes that minimize disruption while ensuring compliance with ISO 20000 requirements across delivery lifecycles.
12 chapters in this module
- Classifying changes by risk and impact
- Establishing change advisory boards
- Documenting change requests and approvals
- Scheduling changes around client operations
- Testing changes in pre-production environments
- Rollback planning for failed changes
- Linking changes to service design updates
- Managing emergency changes under ISO 20000
- Vendor participation in change reviews
- Audit trail requirements for change records
- Measuring change success rates
- Improving change efficiency over time
Module 6. Service Level Management and Client Reporting
Define and report on service levels with precision, building client trust and demonstrating delivery excellence.
12 chapters in this module
- Negotiating realistic service level agreements
- Defining measurable service performance indicators
- Collecting service data from delivery systems
- Generating service level reports
- Presenting performance to client stakeholders
- Handling SLA breaches with transparency
- Improving service levels through feedback
- Benchmarking against industry standards
- Aligning SLAs with business outcomes
- Automating SLA tracking and alerts
- Revising SLAs during contract renewals
- Using SLA data to influence future bids
Module 7. Supplier and Vendor Management under ISO 20000
Manage vendor relationships and contracts to ensure compliance with service management standards and client delivery expectations.
12 chapters in this module
- Selecting vendors aligned with ISO 20000 principles
- Incorporating service requirements into RFPs
- Negotiating vendor contracts with audit clauses
- Monitoring vendor performance against SLAs
- Conducting vendor compliance assessments
- Managing subcontractor relationships
- Vendor incident response coordination
- Auditing vendor processes remotely
- Terminating underperforming vendor contracts
- Documenting vendor management decisions
- Integrating vendor data into service reports
- Improving vendor collaboration over time
Module 8. Service Continuity and Availability Planning
Ensure service availability and continuity through structured planning and testing, meeting client expectations during disruptions.
12 chapters in this module
- Assessing critical service components
- Developing service continuity plans
- Defining recovery time and point objectives
- Testing continuity plans with delivery teams
- Documenting failover procedures
- Managing communication during outages
- Vendor roles in service continuity
- Updating plans after incidents
- Auditor expectations for continuity documentation
- Aligning continuity with client business hours
- Using simulations to improve readiness
- Measuring service availability over time
Module 9. Configuration and Asset Management for Audit Readiness
Maintain accurate configuration and asset records to support audit compliance and delivery transparency.
12 chapters in this module
- Defining configuration items in delivery environments
- Establishing configuration management databases
- Tracking asset ownership and lifecycle
- Linking assets to service dependencies
- Verifying configuration accuracy
- Managing configuration changes
- Auditing configuration records
- Using CMDBs for impact analysis
- Vendor asset reporting requirements
- Automating configuration discovery
- Reducing configuration drift
- Preparing for external audits
Module 10. Internal Audits and Compliance Verification
Conduct internal audits to verify ISO 20000 compliance and improve service delivery frameworks proactively.
12 chapters in this module
- Planning internal audit schedules
- Selecting audit team members
- Developing audit checklists
- Conducting on-site and remote audits
- Documenting audit findings
- Classifying non-conformities
- Tracking corrective actions
- Reporting audit results to leadership
- Preparing for external audits
- Using audits for continuous improvement
- Auditing vendor compliance
- Maintaining audit records
Module 11. Management Review and Continuous Improvement
Lead management review meetings that drive service improvement and strategic alignment using ISO 20000 insights.
12 chapters in this module
- Scheduling management reviews
- Agenda planning for review meetings
- Presenting service performance data
- Reviewing audit findings and actions
- Evaluating service risks and opportunities
- Updating service policies and objectives
- Tracking improvement initiatives
- Engaging leadership in service decisions
- Documenting review outcomes
- Aligning service goals with business strategy
- Measuring improvement impact
- Sustaining momentum across cycles
Module 12. Scaling ISO 20000 Across Global Delivery Teams
Extend ISO 20000 practices across regions and accounts, ensuring consistency and scalability in service delivery.
12 chapters in this module
- Assessing readiness for global rollout
- Adapting standards to regional requirements
- Training delivery teams on ISO 20000
- Supporting local implementation leads
- Monitoring global compliance
- Sharing best practices across regions
- Managing cultural differences in adoption
- Using central templates and playbooks
- Auditing cross-regional consistency
- Scaling automation tools globally
- Updating frameworks based on feedback
- Sustaining ISO 20000 as a delivery standard
How this maps to your situation
- Client delivery under efficiency pressure
- Service standardization across global teams
- Vendor integration in complex programs
- Audit readiness in consulting engagements
Before vs. after
Before
Delivering client programs with inconsistent service frameworks, leading to rework and compliance gaps
After
Leading standardized, auditable service delivery that clients trust and teams replicate
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 90 minutes per module, designed for completion over 4-6 weeks with flexible pacing.
If nothing changes
Without a structured approach to service management, delivery teams default to inconsistent practices, increasing audit findings, client escalations, and rework cycles.
How this compares to the alternatives
Unlike generic ITIL or COBIT training, this course focuses specifically on ISO 20000 implementation in consulting delivery environments, with templates and examples tailored to client-facing service programs.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is this relevant if I don’t manage internal IT teams?
Yes. This course is designed for delivery leaders who shape service frameworks across client engagements, not internal IT support.
Will this help with client audits?
Yes. You’ll gain methods to structure service documentation and controls that pass client and internal audits with fewer findings.
$199 one-time. Approximately 90 minutes per module, designed for completion over 4-6 weeks with flexible 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