A tailored course, built for your situation
Mastering ISO 20000 for Service Delivery Managers in Global Technology Services
Build authority across regions and service lines with a structured, repeatable framework for service excellence
$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.
Delivering consistent service quality across regions is complex, especially when standards drift and teams operate in silos.
The situation this course is for
Without a unified framework, service delivery teams risk misalignment, redundant efforts, and inconsistent client experiences, especially across global operations. Even strong performers get stuck reacting instead of shaping the standard.
Who this is for
Service Delivery Managers in multinational tech services firms who own cross-regional delivery consistency and client-facing service frameworks
Who this is not for
Entry-level coordinators, single-region team leads without governance scope, or practitioners focused exclusively on technical delivery (e.g., network ops, helpdesk). This is not for those outside service management standardization.
What you walk away with
- Lead ISO 20000 adoption across multiple service lines with confidence
- Standardize service reporting and SLA frameworks across regions
- Become the go-to practitioner when cross-functional service integration is required
- Reduce variation in client delivery models using auditable, repeatable processes
- Position yourself as the central node in service governance evolution
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Global Service Delivery
Establish the core principles of ISO 20000 and how they apply to complex, multi-region service environments. Understand the scope, objectives, and strategic value of service management standardization.
12 chapters in this module
- What ISO 20000 solves for service delivery leaders
- Key clauses and their operational impact
- Mapping ISO 20000 to client SLAs
- Service lifecycle alignment principles
- Common misconceptions about certification
- How ISO 20000 differs from ITIL in practice
- Integration with global delivery governance
- Role clarity across centralized vs local teams
- Baseline assessment design
- Stakeholder alignment roadmap
- Documenting service policies to standard
- First steps in readiness planning
Module 2. Service Strategy and Policy Governance
Design service management policies that hold across regions and business units. Learn how to translate corporate strategy into enforceable, auditable service standards.
12 chapters in this module
- Crafting strategic service policies
- Aligning policy with client portfolio needs
- Version control for global policy documents
- Policy exception frameworks
- Escalation paths for non-compliance
- Measuring policy adoption across regions
- Legal and compliance interface points
- Policy review cadence design
- Stakeholder sign-off workflows
- Auditor readiness for policy sections
- Localization vs standardization balance
- Maintaining policy integrity over time
Module 3. Designing Scalable Service Catalogs
Build service catalogs that are consistent, client-ready, and aligned with ISO 20000 requirements, across geographies and delivery models.
12 chapters in this module
- Principles of standard service naming
- Categorizing services for clarity
- Linking catalog items to SLAs
- Versioning service offerings
- Regional variations and exceptions
- Client access methods for catalogs
- Integration with Salesforce and ServiceNow
- Change control for catalog updates
- Audit evidence collection
- Catalog maturity assessment
- Client education components
- Maintaining catalog accuracy
Module 4. Incident and Problem Management Standardization
Implement consistent incident and problem management processes across regions using ISO 20000 requirements.
12 chapters in this module
- Tiered incident categorization model
- Standard response time benchmarks
- Cross-regional incident coordination
- Problem record linkage strategy
- Root cause analysis documentation
- Escalation threshold design
- Knowledge base integration
- Availability reporting templates
- Tool configuration for Jira and ServiceNow
- Incident-to-problem transition rules
- Monthly incident review structure
- Benchmarking against peer organizations
Module 5. Change Enablement and Control
Standardize change management processes across teams, ensuring compliance with ISO 20000 while maintaining agility.
12 chapters in this module
- Change classification framework
- Standard vs emergency change paths
- Change advisory board setup
- Cross-region CAB coordination
- Risk scoring for change types
- Documentation requirements per change
- Post-implementation review templates
- Change success metrics
- Automated change workflows
- Audit trail design for changes
- Change freeze policy drafting
- Continuous improvement loop
Module 6. Service Level Agreement Design and Management
Develop SLAs that are consistent, measurable, and defensible across regions and service portfolios.
12 chapters in this module
- SLA vs OLAs vs UCs explained
- Defining measurable SLA terms
- Regional SLA customization rules
- SLA reporting rhythm setup
- Client-facing dashboard design
- Penalty clause alignment
- SLA review and renewal process
- Baseline performance data collection
- SLA exception handling
- Third-party vendor SLA integration
- Client negotiation playbook
- SLA health scorecard
Module 7. Supplier and Third-Party Integration
Manage vendors and subcontractors under ISO 20000 compliance, ensuring delivery consistency and audit readiness.
12 chapters in this module
- Vendor onboarding checklist
- Contractual compliance clauses
- Performance monitoring framework
- Joint incident management
- Data protection alignment
- Right-to-audit provisions
- Subcontractor oversight rules
- Periodic supplier review
- Risk categorization by vendor
- Exit planning and knowledge transfer
- Multi-vendor coordination models
- Audit evidence from suppliers
Module 8. Internal Audit and Readiness Preparation
Prepare your team and processes for ISO 20000 certification audit through structured readiness assessments.
12 chapters in this module
- Internal audit scope definition
- Audit checklist development
- Auditor selection criteria
- Evidence collection workflow
- Non-conformance tracking
- Corrective action planning
- Pre-certification mock audit
- Auditor communication strategy
- Audit day coordination
- Post-audit action plan
- Maintaining audit readiness
- Continuous improvement integration
Module 9. Continual Improvement and Service Reporting
Embed continual service improvement into operations with structured reporting and feedback loops.
12 chapters in this module
- CSI register maintenance
- Service performance dashboard design
- Client feedback integration
- Metrics selection by service type
- Reporting frequency cadence
- Executive summary creation
- Benchmarking against KPIs
- Service review meeting structure
- Improvement initiative prioritization
- ROI tracking for improvements
- Lessons learned documentation
- Service health radar updates
Module 10. Cross-Regional Governance and Leadership
Lead adoption of ISO 20000 across distributed teams with clarity and consistency.
12 chapters in this module
- Global governance model options
- Regional champion network design
- Change resistance diagnosis
- Leadership alignment strategy
- Town hall communication plan
- Training rollout sequence
- Local adaptation guardrails
- Feedback loop from delivery teams
- Success storytelling across regions
- Recognition for compliance leaders
- Metrics for governance health
- Governing body meeting structure
Module 11. Integration with Security and Compliance Frameworks
Align ISO 20000 with SOC 2, ISO 27001, and other compliance mandates.
12 chapters in this module
- Mapping controls to ISO 27001
- SOC 2 overlap points with ISO 20000
- Data privacy integration
- Security incident coordination
- Compliance evidence reuse
- Joint audit planning
- Policy consistency across standards
- Cross-framework training
- Regulatory reporting alignment
- Vendor compliance mapping
- Audit trail interoperability
- Unified compliance dashboard
Module 12. Sustaining ISO 20000 Beyond Certification
Ensure long-term success by embedding ISO 20000 into culture and operations.
12 chapters in this module
- Post-certification roadmap
- Ongoing training strategy
- Knowledge transfer planning
- Leadership succession for governance
- Annual review cycle design
- Framework evolution planning
- Client communication of certification
- Marketing service excellence
- Re-certification preparation
- External auditor relationship
- Lessons from first cycle
- Scaling to new regions
How this maps to your situation
- Service delivery leadership in global tech services
- Multi-region operations with inconsistent practices
- Growing client demands for standardized reporting
- Upcoming ISO 20000 certification or audit
Before vs. after
Before
Managing service delivery across regions with inconsistent processes, reactive escalations, and fragmented client expectations.
After
Leading standardized, audit-ready service operations with influence across teams and regions, recognized as the authority on service governance.
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 3-4 hours per module, designed for completion over 6-8 weeks with flexible pacing.
If nothing changes
Continuing with inconsistent service models increases client risk, audit findings, and leadership scrutiny, while limiting your ability to shape future delivery standards.
How this compares to the alternatives
Unlike generic online courses or certification prep materials, this course is tailored to service delivery leaders in global tech services, focusing on real-world implementation, not just theory. It includes specific templates, regional adaptation strategies, and leadership frameworks not found in standard training.
Frequently asked
Is this course aligned with the latest version of ISO 20000?
Yes, the course covers ISO 20000:the current cycle requirements and their practical implementation in global service environments.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this course if my team is not yet ISO 20000 certified?
Absolutely. The course is designed for practitioners preparing for certification or standardizing delivery before audit.
$199 one-time. Approximately 3-4 hours per module, designed for completion over 6-8 weeks with flexible pacing..
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