A tailored course, built for your situation
Mastering ISO 20000 for GCP Cloud DevOps Engineers
A step-by-step path to formalized service management in cloud operations
$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.
Operating without a recognized service management framework slows client trust and internal scalability.
The situation this course is for
Without ISO 20000 alignment, cloud operations can appear ad hoc, making audits longer, client onboarding harder, and internal collaboration more reactive. Practitioners are expected to deliver consistent services but often lack the formal structure to prove it.
Who this is for
Senior Cloud DevOps Engineers in global consulting firms responsible for scalable, repeatable cloud operations.
Who this is not for
Entry-level engineers, non-technical managers, or practitioners focused only on legacy on-prem ITIL workflows.
What you walk away with
- Map cloud operations to ISO 20000-certifiable service management processes
- Document incident, change, and configuration management workflows that pass external review
- Lead stakeholder alignment on service catalog definitions and SLA definitions
- Build a reusable service management playbook tailored to GCP environments
- Position yourself as the internal subject matter expert on cloud service governance
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 in the Context of Cloud-Native Operations
Introduces the core principles of ISO 20000 and how they apply specifically to cloud environments like GCP, focusing on service lifecycle alignment and operational accountability.
12 chapters in this module
- Defining service management in a DevOps context
- How ISO 20000 differs from ITIL implementation
- Mapping cloud operations to service lifecycle phases
- The role of automation in ISO 20000 compliance
- Integrating incident management with SRE practices
- Change management rigor in continuous deployment environments
- Configuration management for dynamic cloud infrastructures
- Service catalog design for hybrid deployments
- Aligning SLAs with platform reliability metrics
- Vendor coordination under ISO 20000 requirements
- Documenting service level agreements for audit
- Maintaining service continuity during migrations
Module 2. Building the Foundation for Service Management Governance
Establishes governance structures that support ISO 20000 adoption, including roles, responsibilities, and decision rights within cloud engineering teams.
12 chapters in this module
- Assigning service ownership across distributed teams
- Defining escalation paths for service disruptions
- Creating cross-functional service review boards
- Integrating governance with sprint planning cycles
- Establishing metrics for service performance oversight
- Role-based access control in service management
- Documenting policy exceptions and waivers
- Maintaining audit trails for compliance verification
- Onboarding new team members to service standards
- Tracking compliance deviations over time
- Version control for service documentation
- Reporting service health to leadership stakeholders
Module 3. Service Catalog Design for Multi-Client Cloud Environments
Covers how to define, structure, and maintain a service catalog that meets ISO 20000 requirements while supporting diverse client needs on GCP.
12 chapters in this module
- Identifying core services offered via cloud platforms
- Classifying services by client impact and frequency
- Designing SLA tiers based on business criticality
- Documenting service dependencies and integrations
- Standardizing service request workflows
- Maintaining catalog accuracy across environments
- Versioning service definitions over time
- Linking service catalog entries to cost models
- Aligning service definitions with security policies
- Integrating service catalog updates with CI/CD
- Auditing service catalog completeness annually
- Publishing service offerings to internal portals
Module 4. Incident Management Aligned with SRE Principles
Adapts ISO 20000 incident management requirements to cloud-native environments using SRE best practices and observability tooling.
12 chapters in this module
- Defining incident severity levels in cloud contexts
- Integrating monitoring alerts with incident workflows
- Automating incident classification and routing
- Escalation procedures for high-severity outages
- Duty rotation planning for incident response
- Post-mortem facilitation aligned with blameless culture
- Tracking incident resolution timelines
- Linking incidents to underlying configuration items
- Reducing repeat incidents through root cause analysis
- Maintaining incident records for audit purposes
- Benchmarking MTTR against industry standards
- Improving alert fidelity to reduce false positives
Module 5. Change Enablement in High-Velocity Cloud Operations
Shows how to implement ISO 20000-compliant change management without slowing down deployment velocity on GCP.
12 chapters in this module
- Classifying changes by risk and impact level
- Implementing automated change approval workflows
- Integrating change records with GitOps pipelines
- Defining emergency change procedures
- Conducting pre-change impact assessments
- Scheduling changes around client SLAs
- Auditing change implementation success rates
- Using change data to improve release planning
- Reducing unauthorized changes through automation
- Aligning change management with DevSecOps
- Documenting rollback strategies for failed changes
- Reporting change metrics to operations leadership
Module 6. Configuration Management for Dynamic Cloud Infrastructures
Covers maintaining accurate configuration records in ephemeral, auto-scaling environments to meet ISO 20000 requirements.
12 chapters in this module
- Defining configuration items in cloud-native apps
- Automating CMDB population from infrastructure code
- Tracking configuration drift in real time
- Integrating CMDB with service mapping tools
- Maintaining version history for configuration items
- Validating configuration accuracy quarterly
- Linking CI data to incident and change records
- Handling transient resources in CMDB design
- Securing access to configuration data
- Auditing configuration management processes
- Integrating CMDB with security vulnerability scans
- Reporting on configuration completeness metrics
Module 7. Service Level Management with Real-Time Observability
Teaches how to define, track, and report on SLAs using GCP's observability stack while meeting ISO 20000 documentation standards.
12 chapters in this module
- Translating platform metrics into service levels
- Setting realistic uptime targets for cloud services
- Integrating SLI data from Cloud Monitoring
- Automating SLA compliance reporting
- Handling client disputes over SLA measurements
- Adjusting SLAs based on workload evolution
- Documenting SLA exceptions and justifications
- Publishing SLA reports to stakeholders
- Benchmarking SLA performance across clients
- Aligning SLAs with financial penalty clauses
- Improving reliability without increasing costs
- Using SLA data for capacity planning
Module 8. Problem Management Driven by Operational Data
Uses telemetry and incident data to proactively identify systemic issues and reduce recurring outages in alignment with ISO 20000.
12 chapters in this module
- Identifying patterns in incident data sets
- Prioritizing problems based on business impact
- Initiating problem records from alert clusters
- Conducting root cause analysis using blameless methods
- Linking problem resolution to change implementation
- Tracking known error database entries
- Automating problem detection with ML models
- Validating fix effectiveness post-resolution
- Reducing mean time to repair through prevention
- Integrating problem data with risk registers
- Reporting on problem resolution efficiency
- Using problem trends to guide architectural decisions
Module 9. Release and Deployment Management Compliance
Aligns continuous delivery pipelines with ISO 20000 release management requirements for audit readiness.
12 chapters in this module
- Defining release types and frequency tiers
- Integrating release plans with change management
- Automating deployment success verification
- Maintaining release documentation for review
- Handling rollback procedures during outages
- Scheduling releases around client availability
- Auditing release implementation for compliance
- Reducing deployment failures through testing
- Integrating security scans into release gates
- Tracking release success rates over time
- Improving release predictability with data
- Reporting on release performance to leadership
Module 10. Service Continuity Planning for Cloud Services
Covers how to design and document business continuity capabilities for cloud services under ISO 20000 requirements.
12 chapters in this module
- Assessing criticality of cloud-hosted services
- Defining recovery time and point objectives
- Designing failover architectures on GCP
- Testing disaster recovery runbooks annually
- Maintaining backup integrity for compliance
- Documenting communication plans for outages
- Aligning continuity plans with client contracts
- Reviewing plans after major infrastructure changes
- Integrating continuity with incident response
- Reporting on plan readiness to stakeholders
- Reducing recovery time through automation
- Validating backup restoration procedures
Module 11. Supplier Management in Multi-Vendor Cloud Ecosystems
Teaches how to manage third-party vendors and cloud providers in compliance with ISO 20000 service management standards.
12 chapters in this module
- Defining vendor roles in service delivery
- Establishing SLAs with cloud platform providers
- Monitoring vendor performance against commitments
- Managing subcontractor oversight requirements
- Conducting vendor risk assessments annually
- Auditing vendor compliance with security policies
- Handling disputes over service delivery failures
- Maintaining vendor contract documentation
- Integrating vendor data into service reports
- Evaluating vendor alternatives based on performance
- Terminating vendor relationships securely
- Reporting on vendor management effectiveness
Module 12. Preparing for ISO 20000 Certification and Audit
Guides the final steps to achieve ISO 20000 certification, including audit preparation, gap remediation, and evidence collection.
12 chapters in this module
- Scheduling internal readiness assessments
- Conducting pre-audit gap analysis
- Collecting documentary evidence for reviewers
- Training teams on audit response protocols
- Responding to auditor findings effectively
- Tracking corrective actions to resolution
- Maintaining certification over time
- Scheduling surveillance audits
- Updating policies after organizational changes
- Integrating audit feedback into improvement plans
- Reporting certification status to leadership
- Extending ISO 20000 to additional service lines
How this maps to your situation
- Current cloud operations lack formal service management structure
- Increased client demand for certified service delivery
- Need to demonstrate audit-ready processes within existing role
- Opportunity to lead standardization without title change
Before vs. after
Before
Operating without a standardized service management framework, relying on informal processes and reactive fixes.
After
Leading formalized, ISO 20000-aligned service operations with documented workflows, stakeholder alignment, and audit readiness.
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 week over six weeks to complete all modules and apply templates.
If nothing changes
Continuing without ISO 20000 alignment risks being bypassed when service governance initiatives are launched by others, reducing influence over how cloud operations are standardized and audited.
How this compares to the alternatives
Generic ITIL courses focus on legacy systems and theoretical models. This course is tailored to GCP cloud environments and delivers actionable, audit-ready documentation specific to modern DevOps workflows.
Frequently asked
Is this course focused on ITIL?
No. While ISO 20000 is based on ITIL concepts, this course focuses strictly on implementing ISO 20000 requirements in cloud-native environments using practical, audit-ready methods , not theoretical frameworks.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive templates I can use at work?
Yes. Every module includes downloadable templates and worked examples tailored to GCP cloud operations and ISO 20000 compliance.
$199 one-time. Approximately 90 minutes per week over six weeks to complete all modules and apply templates..
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