A tailored course, built for your situation
Mastering ISO 20000 for Consulting Delivery Leaders in Global IT Services
A structured path to standardize, scale, and systematize client delivery across distributed teams
$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.
Service handover packs that require rework across geographies due to inconsistent control definitions
Who this is for
A senior delivery leader in a global IT services firm responsible for ensuring consistent, auditable, and scalable consulting engagements across lines of business and regions
Who this is not for
Individual contributors without cross-team coordination responsibility, or practitioners focused solely on project delivery without service lifecycle oversight
What you walk away with
- Define service transitions with ISO 20000 precision so handoffs succeed the first time
- Standardize service control definitions across regions and business units
- Reduce cross-functional alignment time in service transitions by up to 80%
- Produce trusted service briefs that require no last-minute adjustments
- Establish a reusable framework for service delivery that scales across client portfolios
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in Global IT Service Delivery
Understand how ISO 20000 applies to real-world consulting delivery across multinational clients, focusing on service lifecycle consistency, stakeholder expectations, and control alignment.
12 chapters in this module
- Defining service management in consulting delivery contexts
- Core principles of ISO 20000 for service transitions
- How ISO 20000 complements ITIL without replacing it
- Mapping ISO 20000 clauses to delivery team workflows
- The role of service ownership in cross-regional alignment
- Common misconceptions about ISO 20000 certification
- Why service standardization fails without role clarity
- Key differences between ISO 20000 and SOC 2 scope
- How ISO 20000 supports audit readiness in delivery
- Integrating ISO 20000 with client-specific SLAs
- Establishing baseline service definitions across geographies
- Tracking conformance through operational evidence
Module 2. Service Strategy and Business Alignment
Align service offerings with client business objectives and organizational goals using ISO 20000 frameworks to ensure consistency and value.
12 chapters in this module
- Linking service design to client business drivers
- Defining service portfolio boundaries across LoBs
- Stakeholder mapping for service governance
- Balancing standardization with client customization
- Creating service charters that travel across regions
- Documenting service scope with unambiguous language
- Using service strategy to reduce delivery drift
- Aligning service investments with client roadmaps
- Integrating client KPIs into service definitions
- Managing scope creep in long-term engagements
- Establishing service lifecycle ownership models
- Reviewing service relevance on a quarterly cadence
Module 3. Service Design and Control Frameworks
Design service components with built-in controls that ensure compliance, quality, and transferability across teams.
12 chapters in this module
- Structuring service design documentation for reuse
- Embedding ISO 20000 controls into service blueprints
- Defining SLAs with measurable, non-negotiable terms
- Creating escalation paths that work across time zones
- Documenting service dependencies and interfaces
- Designing for auditability from day one
- Standardizing change management workflows per ISO 20000
- Incorporating disaster recovery into service design
- Validating design assumptions with client teams
- Using templates to maintain consistency in design
- Tracking design debt in evolving service landscapes
- Ensuring design scalability across client tiers
Module 4. Service Transition Planning and Execution
Orchestrate smooth service handovers using structured processes that eliminate ambiguity and rework.
12 chapters in this module
- Defining service transition success criteria
- Creating transition checklists aligned with ISO 20000
- Assigning clear ownership for handover phases
- Managing knowledge transfer across delivery teams
- Auditing transition readiness before go-live
- Documenting lessons from past transition failures
- Standardizing communication during handover
- Integrating client feedback into transition design
- Tracking transition KPIs across geographies
- Reducing time-to-stability in new service rollouts
- Validating service documentation completeness
- Establishing post-transition review cycles
Module 5. Service Operation and Incident Management
Ensure reliable service performance through clear operational roles, defined escalation paths, and incident response workflows.
12 chapters in this module
- Defining roles in service operations with RACI clarity
- Establishing 24/7 monitoring for global services
- Creating incident categorization frameworks
- Setting response time benchmarks by severity
- Documenting known errors and workarounds
- Managing service requests across time zones
- Integrating client communication into incident flow
- Using dashboards to track operational health
- Reducing mean time to resolution through standardization
- Auditing incident logs for compliance purposes
- Training teams on consistent response protocols
- Maintaining service operation runbooks across regions
Module 6. Continual Service Improvement Practices
Embed feedback loops and performance analysis to evolve services based on data and client input.
12 chapters in this module
- Defining CSI goals aligned with client outcomes
- Collecting service performance data systematically
- Analyzing service metrics for improvement areas
- Using client feedback to prioritize enhancements
- Applying the Deming Cycle to service delivery
- Documenting improvement initiatives in a register
- Measuring the impact of service changes
- Scaling improvement practices across teams
- Incorporating audit findings into CSI planning
- Creating a culture of continuous service learning
- Benchmarking against industry service standards
- Reporting improvement outcomes to stakeholders
Module 7. Service Level Management and Reporting
Define, track, and report service levels with precision to maintain stakeholder trust and drive accountability.
12 chapters in this module
- Designing service level agreements with clarity
- Setting measurable and enforceable KPIs
- Creating service level reports for client review
- Managing dispute resolution for SLA breaches
- Using dashboards to visualize service performance
- Aligning SLAs with ISO 20000 control objectives
- Conducting service review meetings effectively
- Updating SLAs based on evolving client needs
- Documenting SLA exceptions and waivers
- Auditing SLA compliance across delivery teams
- Integrating SLA data into client reporting
- Reducing SLA negotiation time with templates
Module 8. Supplier and Vendor Management Integration
Manage third-party service providers with consistent oversight and contractual clarity.
12 chapters in this module
- Defining vendor scope in service delivery models
- Creating supplier contracts aligned with ISO 20000
- Tracking vendor performance with scorecards
- Managing subcontractor compliance obligations
- Integrating vendor SLAs with client SLAs
- Conducting vendor audits and assessments
- Handling vendor transitions with minimal disruption
- Documenting vendor risk and mitigation plans
- Ensuring vendor alignment with client security policies
- Managing multi-vendor coordination challenges
- Using vendor dashboards for consolidated oversight
- Establishing exit strategies for underperforming vendors
Module 9. Change Enablement and Control
Manage service changes efficiently while maintaining stability and compliance.
12 chapters in this module
- Defining change types and approval workflows
- Creating change advisory board structures
- Documenting change requests with full context
- Assessing change impact across service components
- Implementing emergency change procedures
- Tracking change success and rollback plans
- Integrating change management with deployment tools
- Reducing change-related outages through standardization
- Auditing change logs for compliance readiness
- Training teams on change governance expectations
- Balancing speed and control in change workflows
- Using metrics to improve change success rates
Module 10. Configuration and Asset Management
Maintain accurate records of service components and assets to support delivery consistency and audits.
12 chapters in this module
- Defining configuration items in service landscapes
- Creating and maintaining a configuration management database
- Linking CMDB data to service operations
- Tracking asset lifecycle from procurement to retirement
- Ensuring CMDB accuracy through automated discovery
- Using configuration data for impact analysis
- Auditing configuration records for compliance
- Integrating asset data with financial systems
- Managing software licensing compliance
- Protecting configuration data from unauthorized changes
- Training teams on CMDB ownership roles
- Scaling configuration management across service lines
Module 11. Incident and Problem Resolution Workflows
Resolve service disruptions quickly and prevent recurrence through structured problem management.
12 chapters in this module
- Differentiating incidents from problems
- Creating problem records with full context
- Root cause analysis using structured techniques
- Linking problems to known errors and workarounds
- Prioritizing problem resolution based on impact
- Managing problem resolution across teams
- Documenting permanent fixes and validations
- Integrating problem data into service improvement
- Reducing incident recurrence through problem focus
- Auditing problem management for compliance
- Using problem trends to drive architectural changes
- Training teams on consistent problem handling
Module 12. ISO 20000 Certification and Audit Readiness
Prepare for certification with evidence-based documentation, internal audits, and continuous improvement alignment.
12 chapters in this module
- Understanding ISO 20000 certification requirements
- Gathering audit evidence systematically
- Conducting internal readiness assessments
- Preparing for third-party certification audits
- Addressing non-conformities effectively
- Maintaining certification through surveillance
- Using audit findings to drive improvement
- Aligning documentation with auditor expectations
- Training teams for audit participation
- Minimizing audit surprises through preparation
- Building a culture of audit readiness
- Sustaining ISO 20000 compliance over time
How this maps to your situation
- Service handover across regions
- Cross-functional delivery alignment
- Client-facing SLA consistency
- Global incident response coordination
Before vs. after
Before
Service transitions require last-minute fixes and rework due to inconsistent definitions across regions.
After
Service handovers succeed first time with standardized control definitions accessible to all stakeholders.
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 spread across two weeks.
If nothing changes
Without standardized service delivery frameworks, organizations risk increased rework, client dissatisfaction, audit findings, and operational inefficiencies that scale poorly across regions.
How this compares to the alternatives
Unlike generic ITIL training, this course focuses specifically on ISO 20000 application in consulting delivery environments, with real-world templates and jurisdiction-aware workflows for global firms.
Frequently asked
Is this course relevant if we're not pursuing ISO 20000 certification?
Yes. The frameworks improve service delivery consistency regardless of formal certification goals.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can teams access the course together?
Yes, bulk access is available for delivery teams or practice groups.
$199 one-time. Approximately 90 minutes per module, designed for completion over a weekend or spread across two weeks..
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