A tailored course, built for your situation
Mastering ISO 20000 for Senior Automation Leaders in Tech Central Roles
Build defensible automation frameworks with source-backed reasoning and structured control mapping
$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.
Automated workflows that stand firm when challenged
The situation this course is for
Even strong automation designs get questioned when the logic behind them isn't clearly grounded in accepted frameworks. Without a defensible foundation, teams revert to debate, delay, or redesign.
Who this is for
Senior automation leads in global professional services who own technical design and cross-functional alignment
Who this is not for
Individuals focused on manual process improvement or entry-level IT support roles
What you walk away with
- Map ISO 20000 controls directly to automation workflows with confidence
- Cite specific sources and precedents when explaining design decisions
- Respond to peer challenges with structured, framework-aligned reasoning
- Produce audit-ready documentation that reflects deliberate control integration
- Maintain consistency across engagements using a repeatable defensibility playbook
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and Automation Context
Establish the alignment between ISO 20000 service management principles and modern automation design in professional services environments.
12 chapters in this module
- Overview of ISO 20000 purpose
- Service lifecycle stages
- Automation within service delivery
- Why defensibility matters
- Control mapping fundamentals
- Integration with existing frameworks
- Common misapplications
- Scope definition
- Role clarity for automation leads
- Stakeholder expectations
- Documentation standards
- Course roadmap
Module 2. Service Strategy and Automation Intent
Align automation initiatives with documented service strategy using ISO 20000 Part 1 requirements.
12 chapters in this module
- Service portfolio design
- Defining automation boundaries
- Value proposition alignment
- Demand forecasting
- Resource planning
- Risk-based prioritization
- Cost-benefit transparency
- Stakeholder sign-off triggers
- Benchmarking against maturity
- Control 4.1 application
- Documenting rationale
- Worked example
Module 3. Service Design Controls
Apply ISO 20000 controls to automation design stages to ensure defensibility from inception.
12 chapters in this module
- Design coordination
- Service catalog accuracy
- Availability planning
- Capacity considerations
- Security integration
- Change evaluation
- Supplier links
- Control 5.2 deep dive
- Automation handoffs
- Design validation
- Traceability matrix
- Documentation template
Module 4. Transition Planning and Control
Structure automation rollouts using ISO 20000 transition controls to justify timing, testing, and stakeholder readiness.
12 chapters in this module
- Change management
- Release planning
- Configuration items
- Test validation
- Backout criteria
- Control 6.1 application
- Stakeholder comms
- Rollback logic
- Data migration
- Environment segregation
- Approval workflows
- Worked example
Module 5. Automation in Service Operation
Map operational automation to ISO 20000 incident, event, and request fulfillment controls.
12 chapters in this module
- Event correlation
- Incident response automation
- Request fulfillment
- Problem root cause
- Known error database
- Control 7.1 integration
- Escalation logic
- Shift-left enablement
- Monitoring design
- Alert fatigue reduction
- Service desk links
- Documentation
Module 6. Control Integration for Audit Readiness
Embed ISO 20000 controls into automation workflows to reduce audit findings and rework.
12 chapters in this module
- Audit expectation mapping
- Control ownership
- Evidence collection
- Process walk-throughs
- Compliance testing
- Control 8.1 application
- Defect tracking
- Remediation plans
- Third-party reviews
- Internal audit loops
- Reporting cadence
- Template library
Module 7. Continual Improvement Using Automation
Leverage automated feedback loops to meet ISO 20000 continual improvement requirements.
12 chapters in this module
- CSI register
- KPI automation
- Trend analysis
- Gap identification
- Improvement initiatives
- Control 8.4 application
- Data-driven prioritization
- Automation impact tracking
- Stakeholder feedback
- ROI validation
- Maturity progression
- Reporting
Module 8. Sourcing and Vendor Automation
Defend automation decisions involving third-party tools and managed services.
12 chapters in this module
- Vendor selection criteria
- Contract alignment
- Service level automation
- Performance monitoring
- Control 9.1 application
- Risk assessments
- Exit planning
- Audit rights
- Data sovereignty
- Compliance oversight
- Documentation
- Case study
Module 9. People, Roles, and Responsibility Mapping
Clarify ownership of automated processes using ISO 20000 role definitions.
12 chapters in this module
- RACI for automation
- Role clarity
- Training needs
- Knowledge management
- Succession planning
- Control 10.1 application
- Access governance
- Handover protocols
- Documentation
- Stakeholder comms
- Escalation paths
- Process ownership
Module 10. Documentation and Artefact Standards
Produce defensible, audit-ready documentation for automated service management processes.
12 chapters in this module
- Document hierarchy
- Version control
- Approval workflows
- Storage standards
- Retention policies
- Control 11.1 application
- Automation logs
- Change records
- Review cycles
- Accessibility
- Audit trails
- Template set
Module 11. Defending Design Decisions Under Scrutiny
Use ISO 20000 to build and communicate defensible reasoning when challenged.
12 chapters in this module
- Anticipating pushback
- Source-based responses
- Control mapping
- Precedent examples
- Stakeholder-specific framing
- Control 12.1 application
- Scenario walkthroughs
- Peer review
- Escalation handling
- Crisis communication
- Reputation management
- Playbook use
Module 12. Implementation Playbook Integration
Deploy the hand-built defensibility playbook across engagements.
12 chapters in this module
- Playbook structure
- Customization
- Control tagging
- Stakeholder onboarding
- Review cycles
- Tool integration
- Audit prep
- Client handover
- Scaling across teams
- Version updates
- Feedback loop
- Graduation
How this maps to your situation
- Automation design under scrutiny
- Cross-functional alignment
- Audit and compliance readiness
- Third-party vendor justification
Before vs. after
Before
Automation decisions get questioned. Justifications rely on personal experience or general best practices.
After
Every automation choice is anchored in ISO 20000 controls, with specific sources and examples ready for pushback.
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, or 36 hours total. Self-paced with downloadable resources.
If nothing changes
Without a defensible foundation, automation initiatives face increased scrutiny, delays, and rework, especially under audit or leadership review.
How this compares to the alternatives
Generic automation courses focus on tools and speed. This course focuses on defensibility, using ISO 20000 to justify design choices with depth, sources, and structured reasoning.
Frequently asked
Is this about ISO 20000 certification?
No. This course is about using ISO 20000 as a defensible framework for automation design, not preparing for certification.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Who is this course for?
Senior automation leads who need to defend design choices to peers, auditors, or leadership using structured, source-backed reasoning.
$199 one-time. Approximately 3 hours per module, or 36 hours total. Self-paced with downloadable resources..
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