A tailored course, built for your situation
Mastering ISO 20000 for Senior Project Managers in Global IT Services
A step-by-step system to lead service management transformations with confidence and precision
$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 Project Managers in global IT services firms who own cross-functional delivery and are expected to enforce process compliance without slowing velocity
Who this is not for
Junior project coordinators, standalone IT support staff, or professionals outside the service management lifecycle
What you walk away with
- Own final sign-off on service level agreement revisions without leadership review
- Lead change advisory board decisions for standard service updates
- Approve vendor inclusion in the service catalog based on ISO 20000 conformance
- Design incident escalation paths with documented authority to close without escalation
- Deploy a repeatable service delivery blueprint that survives team reshuffles
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Multi-Client IT Environments
Build fluency in ISO 20000’s role within global IT service delivery, with examples from firms like the firm. Understand how certification impacts client acquisition, audit readiness, and delivery governance.
12 chapters in this module
- Defining service management scope
- Mapping ISO 20000 to client contract terms
- Role of certification in bid responses
- Service catalog vs service portfolio distinctions
- Lifecycle stages in real-world projects
- Integration with SAFe delivery rhythms
- Change management boundaries
- Incident resolution thresholds
- Problem management handoffs
- Known error database integration
- Release planning dependencies
- Service continuity requirements
Module 2. Service Level Agreement Ownership and Finalization
Learn how to draft, negotiate, and finalize SLAs with full authority. Includes templated clauses, escalation triggers, and client-specific tailoring without review loops.
12 chapters in this module
- SLA structure by client tier
- Uptime commitments by region
- Penalty clause design
- Escalation thresholds definition
- Breach documentation protocols
- Client-specific annex rules
- Internal alignment checklist
- Legal review avoidance triggers
- Renewal cycle integration
- Performance reporting cadence
- Auto-adjustment clauses
- Multi-language deployment
Module 3. Change Advisory Board Leadership for Standard Updates
Take full ownership of low-risk change approvals. This module gives you the framework to run CAB meetings, document decisions, and close change tickets without escalation.
12 chapters in this module
- Defining standard change categories
- CAB delegation criteria
- Pre-approved change templates
- Vendor-initiated change process
- Emergency change thresholds
- Post-implementation review design
- Backout plan requirements
- Change success metrics
- Automation triggers for CAB
- Stakeholder communication flow
- Client-facing change summaries
- Audit trail preservation
Module 4. Vendor Integration and Service Catalog Governance
Own the end-to-end process of onboarding third-party providers into the service catalog, with ISO 20000 compliance as the gate.
12 chapters in this module
- Vendor pre-assessment checklist
- Compliance evidence requirements
- Service ownership definition
- SLA alignment protocols
- Data residency mapping
- Security control alignment
- Change coordination integration
- Incident response roles
- Performance monitoring terms
- Penalty enforcement rules
- Exit process design
- Catalog update automation
Module 5. Incident Escalation Path Design with Closed-Loop Authority
Design and own incident workflows that resolve without escalation. Includes decision gates, communication trees, and auto-resolution rules.
12 chapters in this module
- Incident classification tiers
- Auto-assignment rules
- First-response SLAs
- Escalation trigger conditions
- Cross-vendor coordination
- Status update protocols
- Client communication templates
- Internal war room criteria
- Post-mortem triggers
- Root cause ownership
- Preventive action tracking
- Incident-to-problem handoff
Module 6. Problem Management and Root Cause Ownership
Lead problem resolution from detection to closure. This module enables ownership of known error databases and long-term remediation planning.
12 chapters in this module
- Problem identification triggers
- Known error database setup
- Root cause analysis methods
- Cross-team investigation protocols
- Remediation roadmap design
- Change linkage rules
- Stakeholder update cycles
- Client impact assessment
- Trend analysis setup
- Preventive control mapping
- Knowledge article integration
- Closure validation criteria
Module 7. Release and Deployment Process Authority
Finalize deployment schedules and own go/no-go decisions for routine releases, including rollback authority and client communication.
12 chapters in this module
- Release planning calendar
- Go-no-go checklist
- Client notification protocols
- Stakeholder sign-off rules
- Rollback trigger conditions
- Post-deployment validation
- Performance baseline setting
- Bug triage ownership
- Hotfix exception handling
- Vendor coordination workflow
- Change audit trail
- Client acceptance tracking
Module 8. Service Continuity and Disaster Recovery Ownership
Own the design and testing of business continuity plans within ISO 20000, with authority to validate readiness without senior review.
12 chapters in this module
- Recovery time objective definition
- Critical service identification
- Backup validation protocols
- Failover testing schedule
- Client communication plan
- Third-party dependency mapping
- Geographic redundancy rules
- Recovery team roles
- Disaster simulation design
- Post-test review process
- Documentation update cycle
- Regulator-facing summaries
Module 9. Internal Audit Readiness and Evidence Collection
Produce audit-ready artifacts on demand. This module equips you to own evidence collection, gap closure, and auditor response without escalation.
12 chapters in this module
- Audit scope definition
- Evidence collection calendar
- Control mapping templates
- Gap tracking system
- Owner assignment rules
- Pre-audit review process
- Auditor Q&A preparation
- Non-conformance response
- Corrective action ownership
- Follow-up evidence rules
- Continuous monitoring setup
- Audit history archive
Module 10. Continuous Improvement and KPI Ownership
Define and own service KPIs, with authority to adjust targets and drive improvement initiatives based on performance data.
12 chapters in this module
- KPI selection by service type
- Baseline setting methodology
- Target adjustment authority
- Performance review cadence
- Improvement initiative design
- Cross-functional alignment
- Client feedback integration
- Benchmarking against peers
- Reporting automation
- Trend analysis triggers
- Corrective action ownership
- Improvement closure validation
Module 11. Client Reporting and Executive Visibility
Own the service reporting package that goes to client leadership, with templates and narratives that elevate your role.
12 chapters in this module
- Executive summary design
- KPI dashboard layout
- Incident trend summaries
- Service improvement highlights
- Risk exposure statements
- Planned change calendar
- Stakeholder distribution list
- Brand-aligned formatting
- Automated report generation
- Client-specific annex rules
- Feedback loop integration
- Archive and retrieval system
Module 12. Scaling the ISO 20000 Playbook Across Accounts
Replicate your service management approach across client engagements using a documented, adaptable framework.
12 chapters in this module
- Playbook modularization
- Client-specific tailoring rules
- Knowledge transfer design
- Onboarding checklist
- Template library setup
- Version control system
- Feedback loop integration
- Adoption tracking
- Success story documentation
- Lessons learned capture
- Cross-account alignment
- Continuous refinement cycle
How this maps to your situation
- Delivering ISO 20000-aligned projects in multi-client environments
- Leading change without slowing delivery
- Owning vendor and SLA decisions end to end
- Scaling proven playbooks across accounts
Before vs. after
Before
Relying on leadership approval for service design and change decisions, slowing delivery and reducing ownership
After
Confidently owning service delivery decisions, from SLAs to change approvals, with documented authority and repeatable processes
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 in parallel with active project work.
If nothing changes
Without clear decision ownership, even high-performing project managers remain dependent on escalation paths, limiting their strategic impact and career velocity in competitive IT services environments.
How this compares to the alternatives
Unlike generic ISO 20000 training, this course is tailored to senior project managers in global IT services who need decision authority, not just awareness. It provides concrete ownership pathways absent in certification prep and off-the-shelf e-learning.
Frequently asked
Is this course aligned with ISO 20000 certification?
Yes, it covers all required clauses and evidence needed for certification, but focuses on decision ownership, not exam prep.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this across multiple clients?
Yes, the implementation playbook is designed to be tailored and reused across engagements.
$199 one-time. Approximately 3 hours per module, designed to be completed in parallel with active project work..
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