A tailored course, built for your situation
Mastering ISO 20000 for Global Service Delivery Practitioners
Build repeatable, scalable service management practices across regions and business units using ISO 20000’s full scope.
$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.
Fragmented service models slow down global delivery and dilute accountability across regions.
The situation this course is for
When service definitions vary by region or business unit, client audits take longer, handoffs break down, and best practices fail to compound. Teams default to tribal knowledge instead of structured frameworks, creating inefficiencies that scale with every new engagement.
Who this is for
Senior service delivery consultant or operations lead at a global systems integrator, designing or governing standardized service models across client-facing units.
Who this is not for
This is not for junior coordinators, helpdesk leads, or those focused only on internal ITSM tools. This is for practitioners shaping client-facing service frameworks at scale.
What you walk away with
- Lead consistent service delivery structures recognized across business units and geographies
- Design service catalogs and SLAs that align with ISO 20000 controls out of the gate
- Influence cross-regional service decisions without needing escalation
- Accelerate client onboarding using reusable, auditable service definitions
- Become the default reference for service model design across complex engagements
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Global Delivery
Understand how ISO 20000 defines service management across regions and its role in enterprise-grade delivery models.
12 chapters in this module
- Scope of ISO 20000-1
- Service lifecycle stages
- Key roles in service delivery
- Service portfolio components
- Service catalog design principles
- Service level agreement structure
- Incident vs service request
- Change control boundaries
- Service continuity planning
- Performance monitoring scope
- Third-party service alignment
- Client-specific adaptation pathways
Module 2. Service Strategy Design
Define service offerings that align with business outcomes and client expectations under ISO 20000.
12 chapters in this module
- Demand forecasting for services
- Service pricing models
- Capacity planning alignment
- Risk-based service design
- Client segmentation logic
- Service portfolio rationalization
- Lifecycle cost modeling
- Value proposition mapping
- Service retirement planning
- Regulatory alignment check
- Cross-border delivery logic
- Scalability threshold assessment
Module 3. Service Catalog Development
Build client-facing service catalogs that are compliant, clear, and consistent across delivery regions.
12 chapters in this module
- Catalog structure standards
- Service attribute definitions
- Version control for catalogs
- Client access control design
- Catalog update workflows
- Multi-language strategies
- Integration with client portals
- Automated catalog publishing
- SLA attachment logic
- Service dependency mapping
- Change impact analysis
- Catalog audit preparation
Module 4. Service Level Agreement Frameworks
Structure SLAs that are enforceable, measurable, and accepted across global teams and departments.
12 chapters in this module
- SLA vs OL vs UC distinctions
- KPI selection methodology
- Measurement frequency rules
- Penalty clause design
- Escalation path mapping
- Reporting format standards
- Client review cycles
- Uptime calculation rules
- Downtime incident logging
- Service credit policies
- Force majeure clauses
- SLA renewal triggers
Module 5. Incident Management Execution
Implement ISO 20000-aligned incident processes that restore service quickly without compromising audit readiness.
12 chapters in this module
- Incident classification schema
- Priority matrix design
- Triage workflow rules
- Automated ticket routing
- Major incident declaration
- War room activation criteria
- Post-mortem documentation
- Root cause consistency
- Service restoration evidence
- Cross-team coordination rules
- Client communication protocol
- Regulatory reporting triggers
Module 6. Change Control Orchestration
Manage changes systematically across environments while maintaining ISO 20000 compliance.
12 chapters in this module
- Change types classification
- Standard change definitions
- Change advisory board roles
- Emergency change workflow
- Backout plan requirements
- Change calendar setup
- Risk scoring model
- Vendor change integration
- Client change approval
- Rollout validation steps
- Post-implementation review
- Change audit trail
Module 7. Configuration Management Databases
Design CMDB structures that support compliance, impact analysis, and service modeling.
12 chapters in this module
- CI identification rules
- Relationship mapping
- Lifecycle state tracking
- Automated discovery policies
- Manual update controls
- CI ownership assignment
- Version synchronization
- Dependency visualization
- CMDB audit preparation
- Integration with monitoring
- Data retention policies
- Access control matrix
Module 8. Service Continuity Planning
Develop and maintain plans that ensure service availability under disruption using ISO 20000 standards.
12 chapters in this module
- Risk assessment methodology
- Business impact analysis
- Recovery time objectives
- Alternate site strategies
- Data replication standards
- Failover testing frequency
- Crisis communication plan
- Staff availability planning
- Third-party dependency
- Insurance coverage alignment
- Regulatory reporting rules
- Post-event review
Module 9. Supplier Management Integration
Manage third-party providers within ISO 20000 service frameworks without losing control.
12 chapters in this module
- Supplier categorization
- Performance monitoring
- Contract compliance tracking
- Onboarding workflows
- Exit planning requirements
- Data handling agreements
- Audit rights negotiation
- Joint incident resolution
- Penalty enforcement
- Renewal risk assessment
- Subcontractor oversight
- Supplier consolidation impact
Module 10. Service Reporting and Insights
Generate meaningful performance insights that drive improvement and satisfy compliance demands.
12 chapters in this module
- KPI selection logic
- Trend analysis methods
- Client report templates
- Internal review dashboards
- Benchmarking strategies
- Root cause reporting
- Regulatory submission prep
- Automated alerting
- Executive summary format
- Peer comparison use
- Data validation process
- Report audit trail
Module 11. Internal Audit and Readiness
Prepare for and conduct audits that validate ISO 20000 compliance across delivery units.
12 chapters in this module
- Audit scope definition
- Checklist development
- Evidence collection rules
- Interview techniques
- Non-conformance logging
- Corrective action tracking
- Remote audit adaptation
- Cross-border coordination
- Client-facing readiness
- Follow-up validation
- Audit communication plan
- Regulator simulation
Module 12. Scaling and Compounding Gains
Turn successful service models into repeatable assets that extend your reach across new teams and regions.
12 chapters in this module
- Playbook versioning
- Template library creation
- Training material development
- Peer adoption strategy
- Center of excellence setup
- Knowledge transfer planning
- Engagement scoring model
- Client reference use
- Internal certification design
- Market positioning documentation
- Thought leadership channels
- Compounding impact measurement
How this maps to your situation
- Designing client-facing service frameworks
- Leading multi-region service delivery
- Responding to audit findings
- Expanding influence beyond core team
Before vs. after
Before
Service delivery models vary by region, leading to inconsistent client experiences and audit challenges.
After
You lead standardized, ISO 20000-aligned service frameworks that scale across business units and geographies.
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, with most practitioners completing the course in 6, 8 weeks at a sustainable pace.
If nothing changes
Without structured service frameworks, influence remains limited to local teams, client escalations increase, and best practices fail to compound across engagements.
How this compares to the alternatives
Generic ITIL courses focus on theory; this course delivers client-ready frameworks. Competing ISO 20000 trainings lack implementation depth. This course includes real-world templates and strategies tailored to global service integrators like the firm.
Frequently asked
Who is this course designed for?
Senior service delivery consultants and operations leads at global systems integrators who shape standardized service models across client engagements.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is there a certificate upon completion?
Yes, a certificate of mastery is issued after completing all modules and passing the final assessment.
$199 one-time. Approximately 3 hours per module, with most practitioners completing the course in 6, 8 weeks at a sustainable pace..
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