A tailored course, built for your situation
Mastering ISO 20000 for Global Delivery Executives
A proven path to operational readiness across complex service environments
$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.
Being questioned on process decisions without a solid, reference-backed rationale
The situation this course is for
Global delivery leaders are expected to demonstrate control rigor, but too often lack the structured, source-backed reasoning to defend decisions when challenged. This leads to second-guessing, delayed sign-offs, and erosion of influence, even when the approach is sound.
Who this is for
Senior delivery executive at a global IT services firm, responsible for service management frameworks and operational compliance across regions
Who this is not for
Entry-level process coordinators, auditors focused only on checklists, or teams not using ISO 20000 or ITSM frameworks
What you walk away with
- Walk through the reasoning behind each ISO 20000 control with real-world examples
- Respond to peer challenges with direct references to clauses and implementation history
- Differentiate your team’s approach using documented design decisions from certified organizations
- Reduce review cycles by preempting common objections with source-backed justification
- Build internal training materials grounded in actual control reasoning, not abstract compliance
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 in Global Service Delivery Contexts
Establish foundational clarity on ISO 20000’s role in scaling service management across geographic and organizational boundaries.
12 chapters in this module
- Defining service management systems in multi-region operations
- Mapping ISO 20000 to global delivery accountability structures
- Key differences between ISO 20000 and internal process checklists
- How service reporting frameworks align with audit readiness
- Real examples of ISO 20000 adoption in IT services firms
- Common misconceptions about certification timelines and scope
- Linking ISO 20000 to client SLA governance structures
- The role of service ownership in documented processes
- Integrating change control with ISO 20000 requirements
- Balancing standardization with regional delivery nuances
- Vendor-managed services under ISO 20000 oversight
- Documenting service continuity plans per Clause 9
Module 2. Clause 4 Context and Organizational Control Design
Break down how leadership intent translates into enforceable control structures under ISO 20000.
12 chapters in this module
- Establishing scope with executive sponsorship
- Defining organizational boundaries for certification
- Documenting governance roles in service management
- Linking corporate policy to process ownership
- How to structure accountability across delivery units
- Using RACI models within ISO 20000 frameworks
- Integrating ISO 20000 with existing IT governance
- Handling exceptions during organizational transitions
- Managing external dependencies in control design
- Aligning with corporate ESG reporting timelines
- Defining oversight roles for offshore delivery
- Documenting service management policy statements
Module 3. Service Operation and Incident Management Controls
Apply ISO 20000 to everyday incident workflows with documented escalation and resolution standards.
12 chapters in this module
- Designing incident classification tiers for global teams
- Setting response time thresholds by region
- Integrating SOC teams with service operations
- Documenting root cause analysis procedures
- How to standardize post-incident reviews
- Using incident data to justify process changes
- Linking incident volume to operational risk
- Third-party resolution under ISO 20000 scope
- Handling cross-vendor incident coordination
- Automation limits in documented procedures
- Reporting incident trends to leadership
- Maintaining audit readiness in incident logs
Module 4. Change Management and Release Control Integration
Structure change workflows that meet ISO 20000 while supporting agile delivery.
12 chapters in this module
- Defining change types by risk category
- Establishing emergency change review cycles
- Documenting CAB roles and decision criteria
- Integrating sprint releases with change control
- Using change success rate as a KPI
- Handling rollback procedures in release plans
- Change advisory board structure for global teams
- Balancing velocity and compliance in CI/CD
- Documenting change impact assessments
- Tracking unauthorized changes across regions
- Linking change logs to audit findings
- Using change data to refine service design
Module 5. Service Level Agreement Design and Validation
Build SLAs that align with ISO 20000 requirements and withstand client scrutiny.
12 chapters in this module
- Defining measurable service targets
- Aligning SLAs with client business hours
- Documenting exception handling procedures
- Setting up SLA reporting cycles
- Using SLA breaches to drive improvement
- Integrating SLA data into performance reviews
- Balancing client needs with delivery capacity
- Handling SLA disputes across time zones
- Linking SLA compliance to contract renewals
- Auditing SLA reporting accuracy
- Automating SLA tracking without overreach
- Updating SLAs during service transitions
Module 6. Configuration and Asset Management Controls
Ensure asset data integrity across global environments with ISO 20000-aligned practices.
12 chapters in this module
- Defining configuration item ownership
- Mapping CI relationships across systems
- Maintaining configuration management databases
- Handling cloud-based assets in CMDB
- Documenting software license compliance
- Integrating asset data with incident records
- Auditing hardware lifecycle timelines
- Using asset data for capacity planning
- Managing shadow IT within asset scope
- Linking CMDB updates to change control
- Tracking asset disposal per policy
- Validating CMDB accuracy in audits
Module 7. Problem Management and Root Cause Documentation
Structure problem resolution workflows that satisfy ISO 20000 and prevent recurrence.
12 chapters in this module
- Defining problem records from incident clusters
- Using Pareto analysis to prioritize issues
- Documenting known error databases
- Linking problem resolution to change control
- Establishing problem review cadence
- Integrating vendor support into problem workflows
- Using RCA formats accepted in audits
- Tracking workaround implementation
- Measuring problem resolution effectiveness
- Aligning problem management with security teams
- Reporting problem trends to leadership
- Maintaining audit trails for RCA
Module 8. Service Continuity and Disaster Recovery Planning
Build resilient service designs that meet ISO 20000’s continuity requirements.
12 chapters in this module
- Defining critical services for BIA
- Conducting business impact assessments
- Setting up disaster recovery runbooks
- Testing continuity plans annually
- Documenting fallback procedures
- Integrating cloud DR with legacy systems
- Managing data replication across regions
- Aligning DR timelines with client expectations
- Using test findings to refine plans
- Reporting continuity readiness to leadership
- Handling regulatory requirements in DR
- Maintaining audit logs for DR tests
Module 9. Supplier Management and Third-Party Oversight
Apply ISO 20000 controls to vendor relationships and subcontracted services.
12 chapters in this module
- Defining supplier roles in service delivery
- Documenting SLAs with third parties
- Conducting supplier performance reviews
- Managing subcontractor compliance
- Integrating vendor audits with internal cycles
- Handling supplier onboarding workflows
- Tracking contract compliance timelines
- Using scorecards for vendor evaluation
- Defining exit criteria for underperforming suppliers
- Aligning supplier data with CMDB
- Auditing third-party change control
- Maintaining oversight during transitions
Module 10. Internal Audit and Conformity Assessment Preparation
Prepare for ISO 20000 audits with documented evidence and gap mitigation.
12 chapters in this module
- Scheduling internal audit cycles
- Defining audit scope by process area
- Selecting qualified internal auditors
- Documenting audit findings and follow-ups
- Using audit data to drive improvement
- Aligning with external certification timelines
- Handling non-conformance reports
- Preparing for surprise audit scenarios
- Linking audit results to management reviews
- Reporting audit readiness to leadership
- Maintaining auditor independence
- Updating audit plans after organizational changes
Module 11. Management Review and Performance Reporting
Structure executive reviews that demonstrate ISO 20000 compliance and drive improvement.
12 chapters in this module
- Defining management review frequency
- Documenting agenda and attendance
- Reporting on service performance metrics
- Linking KPIs to strategic goals
- Handling compliance findings in reviews
- Using client feedback in decision-making
- Tracking action items from reviews
- Aligning with corporate reporting cycles
- Reporting to global leadership teams
- Maintaining records for auditors
- Updating policies based on review outcomes
- Integrating ESG metrics into reporting
Module 12. Continual Improvement and Post-Certification Evolution
Maintain and evolve ISO 20000 alignment after initial certification.
12 chapters in this module
- Defining improvement opportunity sources
- Using CSI registers to track ideas
- Prioritizing improvements by impact
- Integrating feedback from clients
- Aligning improvements with budget cycles
- Tracking implementation success
- Reporting on continual improvement
- Updating processes after audits
- Handling scope changes post-certification
- Revising documentation for clarity
- Maintaining momentum after certification
- Using benchmarks to drive evolution
How this maps to your situation
- When audit scope is redefined
- During vendor integration planning
- Before SLA renewal discussions
- After organizational restructuring
Before vs. after
Before
Having to react to process challenges with general assurances and incomplete documentation
After
Responding with specific examples, direct standard references, and implementation history
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 of focused reading, designed to be consumed in short segments.
If nothing changes
Without structured, reference-backed reasoning, even sound operational designs can be undermined in cross-functional reviews, delaying initiatives and weakening strategic influence.
How this compares to the alternatives
Generic ISO 20000 overviews provide surface-level checklists. This course delivers implementation-level depth with real examples, source references, and decision patterns used by certified organizations, making your response to peer challenges both authoritative and specific.
Frequently asked
Is this course only for those pursuing ISO 20000 certification?
No. It's for any global delivery leader who must defend or explain service management decisions using a recognized standard.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I share the implementation playbook with my team?
Yes. The playbook is licensed for internal team use within your organization.
$199 one-time. Approximately 90 minutes of focused reading, designed to be consumed in short segments..
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