A tailored course, built for your situation
Mastering ISO 20000 for ICT Transformation Leaders
Build unshakable command of service management frameworks driving ICT change
$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.
Most teams treat ISO 20000 as a compliance gate, it shouldn’t be the heaviest lift in transformation
The situation this course is for
Teams waste months translating ISO 20000 requirements into action because they lack a working model of how controls integrate across incident, change, and service continuity processes. The cost isn’t just time, it’s lost influence on the shape of change.
Who this is for
Senior ICT leader in telecommunications managing large-scale service transformation with accountability for standards alignment
Who this is not for
Junior compliance officers or auditors focused only on checklist completion
What you walk away with
- Own end-to-end ISO 20000 implementation without dependency on consultants
- Map controls directly to existing Optus service workflows with precision
- Produce audit-ready documentation packages in half the time
- Anticipate and resolve framework gaps before internal reviews begin
- Serve as primary escalation point for cross-functional alignment on service management
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope and Applicability
Define where ISO 20000 applies within multi-vendor telecom environments and where it interfaces with other standards.
12 chapters in this module
- Service management boundaries in hybrid networks
- Differentiating managed vs. customer-resident services
- Regulatory overlap with APRA CPS 234 and Essential Eight
- Service catalog alignment with customer SLAs
- Change control scope in outsourced environments
- Incident management process ownership
- Problem resolution escalation paths
- Configuration baseline requirements
- Release management touchpoints
- Availability reporting thresholds
- Capacity planning inputs
- Service continuity expectations
Module 2. Initiating the ISO 20000 Implementation Project
Establish leadership alignment, team structure, and timeline for ISO 20000 rollout.
12 chapters in this module
- Stakeholder identification across business units
- Sponsorship model for transformation programs
- Project charter components
- Resource allocation planning
- Vendor coordination strategy
- Milestone definition without phase language
- Risk register setup
- Governance rhythm design
- Success metric selection
- Budget framing for internal approval
- Communication plan for org-wide rollout
- Readiness assessment execution
Module 3. Service Management Policy Development
Draft and socialize core policies required under ISO 20000 with executive clarity.
12 chapters in this module
- Policy statement structure
- Executive endorsement process
- Version control for policy documents
- Policy distribution tracking
- Review cycle timing
- Compliance linkage to operational controls
- Exception handling protocol
- Integration with security policies
- Legal and regulatory alignment
- Human resources policy coordination
- Facilities management interface
- Third-party obligation mapping
Module 4. Service Catalog and Portfolio Definition
Build a complete, audit-ready service catalog aligned to ISO 20000 requirements.
12 chapters in this module
- Service classification framework
- Service naming conventions
- Service owner assignment
- Service level agreement integration
- Technical documentation standards
- Customer-facing service descriptions
- Internal service mapping
- Service dependency modeling
- Change impact analysis inputs
- Decommissioning process linkage
- Catalog update workflow
- Audit trail maintenance
Module 5. Incident Management Process Mapping
Align incident handling workflows to ISO 20000 controls with full traceability.
12 chapters in this module
- Incident classification schema
- Severity level definitions
- Response time benchmarking
- Escalation path design
- Cross-team coordination protocol
- Major incident declaration criteria
- Post-incident review process
- Knowledge article creation
- Root cause analysis integration
- Trend reporting format
- Incident closure validation
- Audit evidence packaging
Module 6. Change Management Control Integration
Embed ISO 20000 change controls into existing transformation workflows.
12 chapters in this module
- Change type classification
- Standard change identification
- Change advisory board structure
- Emergency change protocol
- Backout planning requirements
- Change success criteria
- Post-implementation review
- Change freeze scheduling
- Vendor change coordination
- Automated change tracking
- Change calendar publishing
- Audit trail completeness
Module 7. Problem Management System Design
Develop a proactive problem management system meeting ISO 20000 requirements.
12 chapters in this module
- Problem ticket creation triggers
- Known error database setup
- Root cause analysis methodology
- Trend identification process
- Workaround documentation standard
- Permanent resolution tracking
- Problem prioritization model
- Cross-functional problem ownership
- Integration with incident management
- Problem closure criteria
- Lessons learned integration
- Audit evidence retention
Module 8. Configuration Management Framework
Establish a reliable configuration management system with full audit lineage.
12 chapters in this module
- Configuration item identification
- CMDB schema design
- Ownership assignment for CIs
- Relationship mapping between CIs
- Baseline creation process
- Configuration audit schedule
- Unauthorized change detection
- Integration with change management
- Version control for configurations
- Decommissioning updates
- Automated discovery tools
- Manual verification protocol
Module 9. Release and Deployment Management
Structure release cycles to comply with ISO 20000 while supporting innovation pace.
12 chapters in this module
- Release planning coordination
- Deployment window scheduling
- Rollback procedure design
- Test environment alignment
- User acceptance criteria
- Backout success indicators
- Post-release review format
- Release calendar publishing
- Emergency release process
- Automated deployment tracking
- Vendor release coordination
- Audit trail maintenance
Module 10. Service Continuity Planning
Develop and maintain business continuity plans aligned to ISO 20000.
12 chapters in this module
- Critical service identification
- RTO and RPO definition
- Recovery location setup
- Data replication standards
- Failover testing schedule
- Personnel contact list maintenance
- Third-party dependency mapping
- Plan activation criteria
- Communication protocol during outage
- Post-incident review integration
- Plan update triggers
- Audit readiness packaging
Module 11. Internal Audit and Readiness Preparation
Prepare for ISO 20000 certification audit with confidence in evidence quality.
12 chapters in this module
- Internal audit schedule design
- Audit scope selection
- Checklist development
- Evidence collection protocol
- Nonconformance tracking
- Corrective action workflow
- Management review inputs
- Gap analysis execution
- Pre-certification mock audit
- Auditor briefing package
- Response to findings
- Continuous improvement loop
Module 12. Continuous Improvement and Framework Evolution
Embed ISO 20000 into ongoing service improvement practices.
12 chapters in this module
- Performance metric selection
- Benchmarking against industry standards
- Gap identification process
- Improvement initiative prioritization
- Stakeholder feedback integration
- Process optimization techniques
- Technology enablement opportunities
- Training needs identification
- Framework update cycle
- Lessons learned system
- Change adoption tracking
- Next audit preparation
How this maps to your situation
- Leading ICT transition in a regulated telco
- Aligning cross-functional teams to service standards
- Preparing for external audit with confidence
- Driving transformation without external dependency
Before vs. after
Before
Reliant on consultants or patchwork understanding to guide ISO 20000 implementation
After
Confidently lead ISO 20000 initiatives from scoping to audit with internal mastery
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, designed for completion over 6-8 weeks with existing workload.
If nothing changes
Without deep command of ISO 20000, transformation programs risk delays, compliance gaps, and diluted influence on critical service decisions.
How this compares to the alternatives
Unlike generic ISO 20000 training, this course is tailored to telecommunications transformation leaders with real-world implementation templates and decision frameworks used in certified environments.
Frequently asked
Who is this course for?
Senior ICT leaders in telecommunications managing service transformation with direct accountability for standards alignment.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does it cover integration with other frameworks?
Yes, including APRA CPS 24, Essential Eight, and ISO 27001 where applicable.
$199 one-time. Approximately 3 hours per module, designed for completion over 6-8 weeks with existing workload..
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