A tailored course, built for your situation
Mastering ISO 20000 for Senior Controls Engineering Leaders
Achieve higher-quality service delivery systems with precision and consistency
$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.
Reduce rework and audit revisions with first-time-right control system documentation
Who this is for
Senior technical specialists in manufacturing, automation, or industrial controls who lead documentation, compliance, or system handover , and want their work to require less revision
Who this is not for
Entry-level technicians, non-technical auditors, or managers without hands-on responsibility for control system artefacts
What you walk away with
- Produce ISO 20000-aligned service delivery documentation that passes internal review without revision
- Build traceable incident and problem management workflows that auditors accept on first submission
- Apply service-level agreement templates to control systems with operational accuracy
- Reduce feedback loops in change management processes by anchoring on ISO 20000 criteria upfront
- Deliver polished, defensible packages for compliance reporting with less iteration
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Industrial Control Systems
Introduce ISO 20000’s scope in non-IT environments, focusing on control system service delivery and support obligations.
12 chapters in this module
- What ISO 20000 means for controls engineers
- Service delivery vs IT operations
- Mapping controls to service lifecycle stages
- Regulatory overlap with SOX and NIST CSF
- Defining a service in industrial contexts
- Service cataloguing for control systems
- Documenting service level requirements
- Controlled workflows as service outputs
- Change management boundaries
- Incident classification for auditability
- Problem escalation thresholds
- Configuration baseline standards
Module 2. Service Delivery Design for Control Systems
Design service delivery plans that reflect real-world control system constraints and compliance expectations.
12 chapters in this module
- Aligning service hours with shift patterns
- Availability targets for control loops
- Capacity planning for peak loads
- Performance thresholds and tolerances
- Monitoring coverage for automated controls
- Escalation paths for system downtime
- Service credits for failed control cycles
- Documenting service delivery KPIs
- SLA agreement with operations teams
- Change freeze windows in production
- Controlled updates vs emergency overrides
- Rollback procedures for service recovery
Module 3. Incident Management in Control Environments
Structure incident response that preserves auditability and regulatory alignment without sacrificing speed.
12 chapters in this module
- Defining incidents vs alarms
- Logging control system state changes
- Triage criteria for incident severity
- Escalation to engineering teams
- Linking incidents to control logs
- Root cause classification schema
- Resolution time benchmarks
- Communication protocols during outages
- Post-incident review structure
- Evidence packaging for auditors
- Corrective action tracking
- Incident reporting templates
Module 4. Problem Management and Root Cause Control
Develop processes that turn repeated failures into permanent control improvements.
12 chapters in this module
- Identifying chronic control issues
- Formal problem record creation
- Failure mode analysis for controls
- Linking problems to design flaws
- Change requests from problem records
- Permanent fix validation
- Knowledge base integration
- Trend reporting on control failures
- Vendor escalation workflows
- Problem closure criteria
- Audit trail for corrective actions
- Preventive control updates
Module 5. Change Management for Regulatory Confidence
Structure changes so they meet both operational needs and compliance expectations.
12 chapters in this module
- Classifying change types in controls
- Standard vs emergency changes
- Change advisory board roles
- Documentation required per change
- Impact assessment for control modifications
- Testing validation steps
- Backout planning for failed changes
- Change scheduling constraints
- Pre-implementation sign-off
- Post-change review process
- Change success metrics
- Audit readiness for change logs
Module 6. Configuration and Asset Management for Controls
Track control system components with precision to support compliance and continuity.
12 chapters in this module
- Defining configuration items
- Naming conventions for control assets
- Baseline configuration documentation
- Version control for control logic
- Hardware vs software assets
- Firmware change tracking
- Lifecycle management for controllers
- Decommissioning records
- Configuration audit trails
- Software license oversight
- Spare parts documentation
- Single source of truth for control systems
Module 7. Service Level Agreement Development for Engineering Teams
Build SLAs that reflect real control system performance and expectations.
12 chapters in this module
- Defining service owners
- Negotiating SLA terms with ops
- Response times for alarm resolution
- Resolution time expectations
- Criticality tiers for control loops
- SLA exceptions for maintenance
- Reporting format for SLA breaches
- Performance reviews with stakeholders
- SLA update process
- Integration with QA systems
- Third-party controller SLAs
- Penalty-free deviation clauses
Module 8. Release and Deployment in Controlled Environments
Plan releases that maintain system stability and meet compliance requirements.
12 chapters in this module
- Release vs change distinction
- Build standards for control logic
- Testing in isolated environments
- Deployment checklists
- Rollout sequencing for systems
- Parallel run considerations
- Cutover planning
- Post-deployment validation
- Release failure rollback
- Documentation of deployment outcome
- Handover to operations
- Release calendar coordination
Module 9. Service Continuity and Resilience Planning
Ensure control systems remain functional during disruptions.
12 chapters in this module
- Identifying critical control functions
- Recovery time objectives
- Backup control strategies
- Failover testing procedures
- Manual override documentation
- Disaster recovery roles
- Emergency response integration
- Business continuity testing
- Single point of failure analysis
- Resilience metrics for controls
- Vendor continuity commitments
- Recovery plan updates
Module 10. Supplier Management for Control System Components
Manage third-party relationships to maintain control system integrity.
12 chapters in this module
- Defining supplier responsibilities
- Contractual SLA enforcement
- Performance monitoring for vendors
- Audit rights for supplier systems
- Escalation paths for failures
- Subcontractor oversight
- Vendor risk assessment
- Performance review meetings
- Corrective action tracking
- Termination clauses
- Service transition planning
- Knowledge transfer requirements
Module 11. Metrics, Reporting, and Audit Readiness
Generate reports that demonstrate compliance and operational quality.
12 chapters in this module
- Key performance indicators for controls
- Incident trend reporting
- Change success rate tracking
- Problem resolution metrics
- SLA compliance reporting
- Audit trail completeness
- Evidence packaging for external review
- Internal reporting cadence
- Regulatory submission readiness
- Dashboard design for leadership
- Automated report generation
- Documentation retention standards
Module 12. Sustaining Quality in Control System Operations
Embed continuous quality improvement into daily engineering practice.
12 chapters in this module
- Feedback loops from operations
- Continuous improvement planning
- Periodic service review meetings
- Control system maturity assessment
- Benchmarking against standards
- Training for new staff
- Process refinement cycles
- Lessons learned integration
- Quality culture development
- Leadership engagement in quality
- External audit preparation
- Long-term service evolution
How this maps to your situation
- When preparing a control system for audit
- After an incident causes extended downtime
- Before rolling out a new automation sequence
- During vendor transition or consolidation
Before vs. after
Before
Control system documentation requires multiple revisions to meet compliance standards, and audit findings often trigger rework.
After
Deliver polished, compliant outputs the first time with built-in ISO 20000 alignment and engineering-grade documentation.
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 , designed to be completed over 6-8 weeks with on-the-job application.
If nothing changes
Continuing without structured service management alignment may lead to repeated audit findings, increased rework, and missed opportunities to lead cross-functional improvements.
How this compares to the alternatives
Unlike generic ISO 20000 trainings, this course is tailored specifically for senior controls engineers, with examples drawn from industrial automation and real-world compliance scenarios , not IT service desks.
Frequently asked
Is this course relevant for non-IT environments?
Yes , it’s specifically designed for industrial control systems and manufacturing environments where ISO 20000 is applied beyond traditional IT.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me during an audit?
Yes , every module builds toward producing defensible, auditor-ready documentation that reduces request-for-information follow-ups.
$199 one-time. Approximately 3 hours per module , designed to be completed over 6-8 weeks with on-the-job application..
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