A tailored course, built for your situation
Mastering ISO 20000 for Guidewire Development Practitioners
Build authority in service management frameworks that shape technical governance decisions.
$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
Senior technical practitioner in insurance technology services with hands-on platform experience and emerging interest in governance influence.
Who this is not for
Entry-level developers, non-technical auditors, or professionals outside insurance platform ecosystems.
What you walk away with
- Lead ISO 20000 alignment discussions with confidence using role-specific examples
- Develop documented rationales for service lifecycle decisions that stakeholders accept
- Influence vendor selection and integration architecture with standards-backed reasoning
- Produce repeatable service management documentation aligned to audit expectations
- Anticipate governance requirements in pre-implementation design phases
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in Insurance Technology
Understand how service management standards apply specifically to Guidewire implementations and integration projects.
12 chapters in this module
- Scope of ISO 20000
- Service lifecycle basics
- Insurance platform context
- Why ISO 20000 matters for developers
- Alignment with ITIL practices
- Integration with core systems
- Common misconceptions
- Role in vendor engagements
- Link to compliance audits
- Real-world implementation examples
- Common pitfalls in adoption
- Starting your journey
Module 2. Service Design and Development Overlap
Map development work to service design requirements using concrete Guidewire project patterns.
12 chapters in this module
- Service design principles
- Translating dev tasks to service specs
- Change impact analysis
- Designing for supportability
- Documenting service interfaces
- Version control integration
- Release planning sync
- Testing against SLAs
- Incident readiness
- Capacity planning inputs
- Availability requirements
- Security by design
Module 3. Incident Management for Platform Stability
Apply ISO 20000 incident protocols to Guidewire environments with minimal disruption.
12 chapters in this module
- Incident classification
- Priority escalation paths
- Problem identification
- Root cause tracking
- Post-mortem ownership
- Change freeze protocols
- Alert threshold design
- Integration log monitoring
- Downtime communication
- Recovery time agreements
- Link to business continuity
- Reporting structure alignment
Module 4. Change Management in Agile Projects
Integrate ISO 20000 change controls into sprint cycles and release pipelines.
12 chapters in this module
- Change types classification
- Standard change workflows
- Emergency change handling
- Change advisory boards
- Automated approvals
- Rollback planning
- Testing coordination
- Documentation standards
- Post-implementation review
- Compliance tracking
- Integration with Jira
- Audit trail generation
Module 5. Configuration Management for Guidewire Systems
Maintain accurate configuration records across Guidewire modules and integrations.
12 chapters in this module
- CMDB fundamentals
- CI identification
- Relationship mapping
- Version tracking
- Integration sync points
- Automated discovery
- Manual update protocols
- Audit readiness checks
- Ownership assignment
- Lifecycle state tracking
- Reporting accuracy
- Tooling options
Module 6. Service Level Agreements in Insurance Platforms
Define and monitor SLAs that reflect real-world Guidewire performance and business needs.
12 chapters in this module
- SLA vs OLAs vs UCs
- Response time definitions
- Uptime benchmarks
- Reporting frequency
- Service credits
- Monitoring integration
- Stakeholder alignment
- Negotiation inputs
- Renewal triggers
- Performance dashboards
- Escalation thresholds
- Continuous improvement
Module 7. Release and Deployment Management
Align deployment schedules with ISO 20000 release standards without slowing delivery.
12 chapters in this module
- Release types
- Build standards
- Test sign-off
- Deployment windows
- Rollback procedures
- Change impact review
- Communication plans
- Post-release checks
- Knowledge transfer
- Stakeholder updates
- Compliance verification
- Lessons learned
Module 8. Vendor Management and Third-Party Oversight
Use ISO 20000 to structure vendor contracts and performance reviews for Guidewire partners.
12 chapters in this module
- Vendor categorisation
- Contract SLA alignment
- Performance monitoring
- Audit rights
- Risk classification
- Due diligence process
- Onboarding checks
- Offboarding process
- Compliance tracking
- Security assessments
- Incident response coordination
- Continuous improvement
Module 9. Internal Audits and Compliance Readiness
Prepare for audits with documentation that satisfies both technical and governance reviewers.
12 chapters in this module
- Audit planning
- Evidence collection
- Control mapping
- Interview preparation
- Non-conformance handling
- Corrective actions
- Reporting templates
- Follow-up cycles
- Tool integration
- Stakeholder coordination
- Executive summaries
- Continuous monitoring
Module 10. Continual Improvement in Service Operations
Lead improvement initiatives using ISO 20000's Deming Cycle within Guidewire environments.
12 chapters in this module
- Deming Cycle basics
- Finding improvement areas
- Prioritisation framework
- Pilot planning
- Success metrics
- Stakeholder buy-in
- Change implementation
- Benefit validation
- Feedback loops
- Scaling success
- Documentation standards
- Lessons captured
Module 11. Integrating ISO 20000 with Agile and DevOps
Adapt ISO 20000 practices to fast-moving software delivery models.
12 chapters in this module
- Agile vs ISO alignment
- Sprint integration
- CI/CD pipeline sync
- Automated compliance
- Lightweight documentation
- Role adjustments
- Tool integration
- Speed vs control
- Team adoption
- Leadership support
- Incremental rollout
- Success metrics
Module 12. Building Influence Through Standards Fluency
Position yourself as the go-to expert on service management decisions across teams.
12 chapters in this module
- Speaking the governance language
- Source-backed reasoning
- Stakeholder mapping
- Decision impact analysis
- Vendor review leadership
- Architecture committee input
- Executive communication
- Cross-functional credibility
- Mentorship opportunities
- Thought leadership
- Reputation building
- Next career steps
How this maps to your situation
- Pre-implementation planning
- Mid-cycle governance engagement
- Post-deployment audit cycle
- Vendor renewal or selection
Before vs. after
Before
Ad hoc participation in service management discussions with limited influence on outcomes.
After
Regular inclusion in vendor and architecture forums with documented rationale that shapes decisions.
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, recommended over 6 weeks with real-world application between modules.
How this compares to the alternatives
Unlike generic ISO 20000 certifications, this course focuses exclusively on application within insurance technology platforms and Guidewire ecosystems, making standards actionable in your daily context.
Frequently asked
Do I need prior experience with ISO 20000?
No. The course starts from first principles and builds to advanced application in technical environments.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me influence non-technical stakeholders?
Yes. You’ll learn to translate technical decisions into governance language that resonates across teams.
$199 one-time. Approximately 3 hours per module, recommended over 6 weeks with real-world application between modules..
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