A tailored course, built for your situation
Mastering ISO 20000 for Senior IT Service Managers
Build audit-ready service management 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.
Avoid last-minute scrambles to fix service management documentation before audits or client reviews.
The situation this course is for
Teams often produce service reports and process maps that require multiple revisions to meet compliance thresholds, draining time and weakening credibility.
Who this is for
Senior IT service managers in global consultancies who lead compliance-critical engagements and own service delivery quality
Who this is not for
Junior analysts, tool-specific administrators, or practitioners focused only on internal IT support without governance exposure
What you walk away with
- Produce ISO 20000-aligned service documentation that passes internal review the first time
- Apply structured scoping methods to avoid over-engineering or gaps in process coverage
- Explain control rationale with confidence during client or auditor follow-ups
- Align service improvement initiatives directly to measurable compliance outcomes
- Reduce revision cycles by integrating quality checks into initial workflow design
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000's Core Principles
Lay the foundation for consistent service management by internalizing the standard’s intent, scope, and alignment with operational reality.
12 chapters in this module
- Defining service management in the context of ISO 20000
- Mapping standard clauses to real-world delivery scenarios
- Differentiating ISO 20000 from related frameworks like ITIL
- Recognizing organizational readiness indicators
- Establishing baseline measurement for service performance
- Linking service objectives to business outcomes
- Common misinterpretations of service scope boundaries
- How certification bodies assess conformance
- Integrating stakeholder input into design decisions
- Documenting service policies with audit-readiness in mind
- Setting realistic targets for process maturity
- Avoiding over-documentation while meeting requirements
Module 2. Service Delivery Process Scoping
Define clear boundaries for service processes to ensure coverage without bloat, making audits more efficient.
12 chapters in this module
- Identifying critical services within client portfolios
- Determining applicability of ISO 20000 clauses
- Mapping dependencies across service delivery teams
- Setting inclusion criteria for managed processes
- Excluding non-relevant functions transparently
- Aligning scope with client contract obligations
- Documenting rationale for process inclusions
- Avoiding common scope creep triggers
- Using stakeholder interviews to refine boundaries
- Validating scope with sample work products
- Preparing scope statements for auditor review
- Updating scope during organizational changes
Module 3. Incident Management According to ISO 20000
Implement a repeatable incident handling process that satisfies control requirements and supports resilience.
12 chapters in this module
- Classifying incidents based on impact and urgency
- Establishing standardized logging procedures
- Ensuring timely escalation paths are defined
- Linking incident data to root cause analysis
- Integrating with problem management workflows
- Meeting response time obligations in contracts
- Generating reports that demonstrate compliance
- Auditing incident resolution effectiveness
- Using trend data to prevent recurring issues
- Documenting exceptions and workarounds
- Maintaining records for external review
- Training staff on consistent classification
Module 4. Problem Management and Resolution
Turn reactive fixes into proactive improvements using structured problem identification and tracking.
12 chapters in this module
- Distinguishing between incidents and problems
- Establishing formal problem records
- Using RCA techniques aligned with ISO 20000
- Prioritizing problems based on business impact
- Integrating feedback from incident trends
- Defining known error databases
- Tracking problem resolution progress
- Aligning fixes with change management
- Preventing recurrence through process updates
- Reporting on problem resolution effectiveness
- Demonstrating continuous improvement
- Preparing evidence for auditor requests
Module 5. Change Management Framework Setup
Build an ISO-compliant change process that balances agility with governance.
12 chapters in this module
- Classifying changes by risk and complexity
- Defining roles in the change approval board
- Documenting change requests with completeness
- Evaluating change impacts across services
- Integrating CAB decisions into workflows
- Establishing emergency change pathways
- Tracking change success rates over time
- Auditing change records for compliance
- Minimizing unplanned outages through planning
- Retaining change documentation for reviews
- Aligning change scope with service boundaries
- Improving change velocity without risk trade-offs
Module 6. Configuration Management System Design
Create reliable configuration data that supports audit readiness and incident resolution.
12 chapters in this module
- Identifying configuration items in service environments
- Defining CI attributes relevant to compliance
- Establishing ownership and accountability
- Linking CIs to supporting infrastructure
- Maintaining accurate CMDB relationships
- Controlling access to configuration records
- Validating CMDB data integrity regularly
- Using configuration data in incident analysis
- Auditing CMDB accuracy during reviews
- Integrating discovery tools with manual updates
- Reporting on configuration completeness
- Escalating configuration gaps proactively
Module 7. Service Level Agreement Development
Craft SLAs that are enforceable, measurable, and aligned with ISO 20000 expectations.
12 chapters in this module
- Identifying service components for SLA inclusion
- Setting measurable performance indicators
- Negotiating realistic targets with clients
- Defining monitoring and reporting methods
- Incorporating penalty and incentive clauses
- Linking SLAs to underlying processes
- Documenting SLA review and renewal cycles
- Handling SLA breaches constructively
- Using SLA data for continuous improvement
- Ensuring transparency in reporting
- Aligning SLAs with contract terms
- Preparing SLA evidence for audits
Module 8. Measurement and Metrics Strategy
Develop a metrics framework that proves service quality and drives improvement.
12 chapters in this module
- Selecting KPIs aligned with ISO 20000 objectives
- Defining data collection procedures
- Establishing baseline performance levels
- Tracking trends over reporting periods
- Benchmarking against industry standards
- Linking metrics to process ownership
- Visualizing data for leadership review
- Using dashboards to highlight risks
- Validating metric accuracy through sampling
- Auditing measurement processes
- Reporting on service improvement progress
- Adjusting metrics based on feedback
Module 9. Internal Audit Preparation
Ensure audit readiness through systematic checks and continuous compliance validation.
12 chapters in this module
- Scheduling internal audits according to plan
- Selecting qualified internal auditors
- Developing audit checklists from ISO clauses
- Conducting opening and closing meetings
- Gathering evidence for each control point
- Identifying non-conformities objectively
- Documenting audit findings clearly
- Assigning corrective action responsibilities
- Tracking closure of audit items
- Reporting results to management
- Using audits to test process effectiveness
- Improving audit efficiency over time
Module 10. Management Review Meetings
Conduct executive-level reviews that drive strategic decisions based on service performance.
12 chapters in this module
- Scheduling management reviews per policy
- Preparing performance reports for leadership
- Presenting incident and problem trends
- Reviewing SLA attainment data
- Discussing audit findings and actions
- Evaluating resource allocation needs
- Assessing risks to service delivery
- Confirming alignment with business goals
- Documenting decisions and action items
- Tracking follow-up on review outcomes
- Improving review effectiveness
- Demonstrating governance engagement
Module 11. Continual Improvement Planning
Embed improvement cycles into daily work to meet ISO 20000’s mandate for progress.
12 chapters in this module
- Using PDCA as a practical framework
- Identifying improvement opportunities
- Prioritizing initiatives based on impact
- Defining success criteria for changes
- Assigning ownership and timelines
- Implementing small-scale pilots
- Measuring improvement outcomes
- Scaling successful changes
- Documenting improvements for auditors
- Integrating feedback loops
- Aligning with client expectations
- Sustaining momentum over time
Module 12. Certification Audit Readiness
Prepare confidently for external audits with complete, consistent, and verifiable evidence.
12 chapters in this module
- Understanding certification body expectations
- Scheduling pre-certification gap assessments
- Collecting evidence by clause
- Conducting mock audits internally
- Training staff on auditor interactions
- Addressing findings before formal review
- Finalizing documentation packages
- Presenting process maturity convincingly
- Responding to auditor questions clearly
- Handling non-conformity reports
- Achieving certification with minimal delays
- Maintaining compliance after certification
How this maps to your situation
- Post-sale implementation planning
- Client-facing service transformation
- Internal audit preparation cycle
- Pre-certification readiness push
Before vs. after
Before
Service management documentation requires multiple revisions, lacks consistency across teams, and often fails first review.
After
Deliverables are accurate, audit-ready, and reflect coherent application of ISO 20000, reducing rework and elevating confidence.
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 a weekend or across several evenings.
If nothing changes
Without sharpening how ISO 20000 is applied in practice, teams risk repeated revision cycles, weakened credibility during client reviews, and longer paths to certification.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses specifically on ISO 20000 application in consulting environments, where precision, repeatability, and client credibility matter most.
Frequently asked
Is this course relevant if my client uses a different service management framework?
Yes. The principles apply broadly, and mastering ISO 20000 strengthens your ability to map to other standards like ITIL or COBIT.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive a certificate upon completion?
Yes, a certificate of completion is issued after finishing all modules.
$199 one-time. Approximately 90 minutes per module, designed for completion over a weekend or across several evenings..
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