Mastering ISO 20000 Implementation: A Practical Guide to Service Management Excellence
You're under pressure. Stakeholders demand efficiency, compliance, and flawless service outcomes - but the path to ISO 20000 certification feels opaque, fragmented, and overwhelming. Misaligned processes, resistance from teams, unclear documentation requirements, and audit anxiety are not just obstacles. They’re career-limiting risks when left unresolved. Meanwhile, professionals who understand how to implement ISO 20000 with precision are being fast-tracked into leadership roles, trusted with transformation budgets, and recognised as architects of operational resilience. Mastering ISO 20000 Implementation: A Practical Guide to Service Management Excellence is your structured, field-tested blueprint to move from confusion to clarity, from partial compliance to full certification readiness - in as little as 30 days. One of our past learners, a Service Delivery Manager at a mid-sized IT provider in Singapore, used this course to lead her team from zero documentation to a successful first-stage audit within five weeks. She now reports directly to the CIO and leads their entire service management governance initiative. This isn’t about theory. It’s about producing audit-ready documentation, aligning stakeholders, and building a culture of continuous improvement - all with precision and confidence. Here’s how this course is structured to help you get there.Course Format & Delivery Details Designed for Real-World Results - Not Just Completion
The Mastering ISO 20000 Implementation: A Practical Guide to Service Management Excellence course is self-paced, with immediate online access the moment you enroll. There are no fixed dates, no mandatory attendance windows, and no time zone conflicts. Most learners complete the core implementation track in 15 to 25 hours, with many reporting tangible progress - such as drafting a complete service level agreement or initiating a gap analysis - within the first 72 hours of access. You receive lifetime access to all course materials. This includes full rights to download templates, update guides, and implementation checklists - all of which are regularly revised to reflect evolving auditor expectations and global best practices. Future updates are included at no additional cost. Access is available 24/7 from any device, including smartphones, tablets, and desktop systems. The entire learning journey is mobile-optimised for professionals who work on the move, between meetings, or across multiple locations. Direct, Actionable Guidance - Not Just Theory
Every module includes clearly defined implementation pathways with expert commentary, annotated examples, and role-specific guidance. You're not left to interpret standards in isolation. Throughout the course, you'll have access to direct instructor support via a secure messaging portal. Questions are reviewed by our ISO 20000 lead auditors and implementation specialists, with responses typically provided within 48 business hours. This ensures you're never stuck on a critical roadblock. Upon successful completion, you will earn a Certificate of Completion issued by The Art of Service - a globally recognised credential trusted by thousands of organisations in over 80 countries. This certificate verifies your mastery of ISO 20000 implementation in real-world environments and strengthens your professional credibility with auditors, executives, and regulators. No Risk, No Hidden Fees - Just Results
The course fee is transparent and one-time, with no recurring charges or hidden fees. VAT, where applicable, is clearly displayed during checkout. What you see is exactly what you pay. We accept all major payment methods, including Visa, Mastercard, and PayPal - processed through a fully encrypted and PCI-compliant gateway to ensure your data remains secure. If you complete the first three modules and don’t feel you’ve gained practical, actionable insight into ISO 20000 implementation, simply request a refund within 30 days. You’ll be issued a full reimbursement, no questions asked. This is our Satisfied or Refunded guarantee - your zero-risk entry into professional service management excellence. Trust That This Works - Even If You're Starting From Behind
After enrollment, you’ll receive a confirmation email confirming your registration. Your official access details, including login credentials and downloadable resource links, will be sent separately once your materials are fully prepared. Will this work for you? Yes - even if: - You’ve never led an ISO implementation before
- You work in a small team with limited resources
- You’re bridging the gap between IT and compliance
- You’ve struggled with unclear auditor feedback in the past
- You need to justify ROI to leadership before proceeding
Javier M., a Compliance Officer in Madrid, used this course after two failed internal audits. He applied the risk-assessment templates and control mapping framework directly to his organisation’s service catalogue. His third-party auditor marked the improvement as “the most thorough remediation package we’ve seen this year.” This isn’t guesswork. It’s a proven system - used by professionals in financial services, healthcare, government agencies, and global IT providers - to deliver compliance that sticks, not just passes a checklist. You get clarity, confidence, and career-forward momentum - or your money back.
Module 1: Foundations of ISO 20000 and Service Management Excellence - Understanding the purpose and scope of ISO 20000
- Key benefits of service management standardisation
- Differentiating ISO 20000 from ITIL, ISO 27001, and other frameworks
- Overview of the ISO 20000-1:2018 standard structure
- Core principles of service management systems (SMS)
- Defining service management policy and objectives
- Role of top management in service management success
- Understanding stakeholder needs and expectations
- Identifying internal and external issues affecting service delivery
- Context analysis using the PESTLE framework
- Mapping service relationships and dependencies
- Defining the service management scope
- Documenting scope justification for auditors
- Establishing organisational roles and responsibilities
- Introduction to the Plan-Do-Check-Act (PDCA) cycle
Module 2: Leadership and Strategic Alignment - Securing executive sponsorship and buy-in
- Communicating the value of ISO 20000 to non-technical stakeholders
- Drafting a service management policy with leadership input
- Aligning service objectives with business goals
- Establishing a service management governance committee
- Defining strategic KPIs for service performance
- Integrating ISO 20000 into existing business planning cycles
- Assigning accountability for SMS performance
- Creating a leadership review meeting agenda
- Documenting leadership responsibilities in policies
- Building a culture of continual improvement
- Handling resistance to change at senior levels
- Using maturity assessments to justify investment
- Developing a service vision statement
- Linking service outcomes to customer satisfaction
Module 3: Planning the Implementation Project - Designing a step-by-stage implementation roadmap
- Setting realistic timelines and milestones
- Estimating resource requirements and budget
- Identifying core implementation team members
- Selecting internal champions across departments
- Conducting a pre-implementation readiness assessment
- Defining success criteria and acceptance thresholds
- Creating a project charter for ISO 20000
- Integrating with change management processes
- Managing cross-functional dependencies
- Developing a communication plan for staff
- Setting up progress tracking mechanisms
- Using Gantt charts for implementation scheduling
- Establishing escalation paths for roadblocks
- Developing a risk register for the project
Module 4: Performing a Gap Analysis - Understanding the purpose of a gap analysis
- Preparing audit-ready documentation for assessment
- Using the official ISO 20000 compliance checklist
- Analysing current processes against standard requirements
- Scoring maturity levels for each clause
- Identifying critical gaps and high-risk areas
- Mapping existing ITIL practices to ISO 20000
- Documenting evidence availability for each control
- Conducting interviews with process owners
- Collecting sample service records for evaluation
- Using heat maps to visualise compliance status
- Prioritising gaps by impact and effort
- Creating remediation action plans
- Estimating time and resources for gap closure
- Reporting findings to leadership
Module 5: Designing the Service Management System (SMS) - Architecting the SMS framework
- Integrating SMS with existing management systems
- Defining SMS documentation hierarchy
- Selecting document management tools
- Establishing version control procedures
- Designing the master document register
- Creating a records retention policy
- Defining document ownership and approvals
- Mapping document to clause compliance
- Developing a document distribution protocol
- Building a centralised SMS repository
- Setting access permissions and audit trails
- Ensuring confidentiality and integrity of records
- Designing templates for policy documents
- Automating compliance reporting where possible
Module 6: Service Level Management and SLA Development - Understanding service level management requirements
- Identifying key services for SLA coverage
- Engaging customers in SLA negotiation
- Defining measurable service targets
- Setting acceptable performance thresholds
- Drafting SLA clauses with legal compliance
- Incorporating penalties and rewards
- Aligning SLAs with operational level agreements (OLAs)
- Linking SLAs to underpinning contracts (UCs)
- Documenting SLA review and update cycles
- Creating SLA dashboards for leadership
- Using real-world metrics: uptime, response time, resolution rate
- Handling SLA exceptions and breaches
- Conducting customer satisfaction surveys
- Reporting on SLA performance in governance meetings
Module 7: Incident and Problem Management Alignment - Mapping incident management to ISO 20000 requirements
- Defining incident logging, categorisation, and prioritisation
- Setting escalation procedures and timeframes
- Establishing incident response SLAs
- Reporting incident trends to management
- Integrating incident data into continuous improvement
- Implementing root cause analysis (RCA) processes
- Defining problem identification and registration
- Creating known error databases (KEDB)
- Linking problems to change requests
- Using Pareto analysis for problem prioritisation
- Drafting problem management policy documents
- Reporting on problem resolution effectiveness
- Auditing incident closure completeness
- Ensuring incident and problem workflows are documented
Module 8: Change Evaluation and Control Management - Understanding change management requirements
- Classifying changes: standard, normal, emergency
- Designing a change advisory board (CAB)
- Establishing change initiation and approval workflows
- Conducting change risk assessments
- Developing change implementation plans
- Integrating back-out procedures
- Drafting change policy and procedure documents
- Aligning change records with service logs
- Ensuring change review and closure
- Using change success rate as a KPI
- Auditing change compliance retrospectively
- Handling unauthorised changes
- Reporting change performance to management
- Linking changes to service continuity planning
Module 9: Configuration and Asset Management - Defining configuration items (CIs) and relationships
- Establishing the configuration management database (CMDB)
- Setting CI update and verification procedures
- Integrating CMDB with incident and change processes
- Defining attributes for critical CIs
- Mapping CI ownership and accountability
- Conducting CI audits and reconciliation
- Drafting configuration management policy
- Linking configuration data to service impact analysis
- Reporting on CMDB accuracy metrics
- Using dependency mapping for service continuity
- Establishing CI baseline controls
- Aligning configuration data with asset lifecycle
- Automating CI discovery where feasible
- Handling legacy system integration
Module 10: Service Continuity and Availability Management - Defining availability requirements per service
- Conducting availability risk assessments
- Setting availability targets and measurement methods
- Creating availability plans and budgets
- Documenting current infrastructure dependencies
- Identifying single points of failure
- Designing service continuity plans (SCPs)
- Conducting business impact analysis (BIA)
- Defining recovery time objectives (RTO) and recovery point objectives (RPO)
- Testing continuity plans and documenting results
- Integrating SCPs with disaster recovery strategies
- Aligning with organisational business continuity management
- Reporting on availability performance
- Reviewing and updating plans annually
- Validating continuity arrangements with stakeholders
Module 11: Supplier and Third-Party Management - Understanding supplier management requirements
- Classifying suppliers by criticality
- Conducting supplier risk assessments
- Establishing supplier evaluation criteria
- Creating supplier contract review checklists
- Monitoring supplier performance against SLAs
- Handling underperforming suppliers
- Drafting supplier management policy
- Reporting supplier KPIs to management
- Managing subcontractor relationships
- Integrating supplier audits into the SMS
- Establishing escalation procedures with vendors
- Handling supplier contract renewals
- Ensuring supplier compliance with ISO 20000
- Documenting supply chain dependencies
Module 12: Capacity and Performance Management - Defining capacity management objectives
- Identifying current and future capacity needs
- Designing capacity monitoring systems
- Setting performance thresholds and alerts
- Analysing historical usage trends
- Forecasting resource demand
- Integrating capacity data into change decisions
- Drafting capacity and performance management policy
- Reporting on resource utilisation
- Handling capacity bottlenecks
- Linking capacity planning to budget cycles
- Using simulation for capacity modelling
- Conducting capacity reviews with technical teams
- Validating performance against SLAs
- Implementing proactive tuning and optimisation
Module 13: Information Security and Service Integration - Aligning ISO 20000 with ISO 27001 requirements
- Mapping security controls to service processes
- Establishing secure access protocols
- Defining data classification standards
- Encrypting sensitive service records
- Conducting access reviews and privilege audits
- Integrating security incident reporting into service logs
- Handling data breaches within the SMS
- Ensuring backup and restore integrity
- Linking security testing to service changes
- Reporting on security compliance in service reviews
- Training staff on security-aware service delivery
- Documenting security roles in service policies
- Integrating third-party security assessments
- Creating joint governance meetings with security teams
Module 14: Internal Audit and Conformity Assessment - Preparing for internal audits
- Selecting qualified internal auditors
- Developing an internal audit schedule
- Creating audit checklists per ISO 20000 clause
- Conducting opening and closing meetings
- Gathering objective evidence from records and interviews
- Identifying nonconformities and opportunities for improvement
- Drafting audit reports with clear findings
- Assigning corrective actions and deadlines
- Verifying closure of audit findings
- Reporting audit results to top management
- Using audit data for continual improvement
- Integrating audits with management reviews
- Ensuring auditor independence and objectivity
- Documenting audit programme effectiveness
Module 15: Management Review and Performance Reporting - Designing management review meetings
- Setting agenda items aligned with ISO 20000
- Collecting performance data from all processes
- Analysing trend reports and KPI dashboards
- Reporting on resource adequacy and training needs
- Presenting internal audit results
- Reviewing service level achievements
- Evaluating SMS effectiveness and efficiency
- Identifying need for process changes
- Approving continual improvement initiatives
- Documenting decisions and action items
- Assigning accountability for follow-up
- Scheduling the next management review
- Ensuring minutes are accurate and distributed
- Linking reviews to strategic planning
Module 16: Continual Improvement and Corrective Action - Implementing the continual improvement process
- Identifying improvement opportunities from data
- Using the 5 Whys and fishbone diagrams
- Prioritising improvements using impact-effort grids
- Drafting corrective and preventive action (CAPA) requests
- Assigning responsibility for resolution
- Setting deadlines and tracking progress
- Verifying effectiveness of implemented actions
- Documenting root causes and solutions
- Escalating unresolved issues to management
- Integrating customer and staff feedback
- Reporting improvement outcomes in governance
- Creating a continual improvement register
- Recognising and rewarding improvement contributions
- Updating processes based on lessons learned
Module 17: Preparing for the Certification Audit - Understanding the certification audit process
- Selecting a reputable certification body
- Submitting application and scope documentation
- Scheduling Stage 1 (documentation review)
- Preparing for Stage 2 (implementation audit)
- Conducting a pre-certification readiness review
- Assembling an audit evidence pack
- Assigning audit coordinators and subject matter experts
- Drafting auditor communication protocols
- Rehearsing opening and closing statements
- Handling document requests efficiently
- Responding to auditor questions professionally
- Managing on-site auditor access and logistics
- Addressing minor and major nonconformities
- Planning for corrective action post-audit
Module 18: Post-Certification Sustainment and Maturity Growth - Developing a post-certification roadmap
- Integrating ISO 20000 into daily operations
- Conducting surveillance audits successfully
- Maintaining document currency and accessibility
- Ensuring ongoing staff awareness and training
- Updating SMS for organisational changes
- Scaling SMS to new services or subsidiaries
- Re-certifying effectively every three years
- Using benchmarking to assess maturity growth
- Implementing advanced service analytics
- Linking SMS performance to executive incentives
- Sharing best practices across departments
- Building a community of practice
- Automating compliance monitoring
- Preparing for ISO 20000 updates and revisions
Module 19: Templates, Tools, and Implementation Playbooks - Accessing downloadable policy templates
- Using the gap analysis worksheet
- Applying the master document register template
- Customising SLA and OLA templates
- Using the change risk assessment matrix
- Implementing the internal audit checklist
- Adapting the management review agenda
- Deploying the continual improvement register
- Using the supplier evaluation scorecard
- Applying the service continuity test plan
- Implementing the configuration audit checklist
- Using the capacity forecast model
- Applying incident and problem trend templates
- Deploying SMS dashboard reports
- Accessing real-world case studies and annotated examples
Module 20: Certification, Career Advancement, and Next Steps - Completing the final knowledge assessment
- Submitting implementation project documentation
- Generating your Certificate of Completion
- Understanding the value of The Art of Service credential
- Adding certification to LinkedIn and CV
- Preparing for salary negotiation discussions
- Positioning yourself for internal promotion
- Applying ISO 20000 skills to consulting opportunities
- Pursuing advanced certifications and specialisations
- Joining the global alumni network
- Accessing post-course job resources and opportunities
- Staying updated via industry alerts
- Mentoring others using your implementation experience
- Contributing to best practice communities
- Unlocking your next career milestone with confidence
- Understanding the purpose and scope of ISO 20000
- Key benefits of service management standardisation
- Differentiating ISO 20000 from ITIL, ISO 27001, and other frameworks
- Overview of the ISO 20000-1:2018 standard structure
- Core principles of service management systems (SMS)
- Defining service management policy and objectives
- Role of top management in service management success
- Understanding stakeholder needs and expectations
- Identifying internal and external issues affecting service delivery
- Context analysis using the PESTLE framework
- Mapping service relationships and dependencies
- Defining the service management scope
- Documenting scope justification for auditors
- Establishing organisational roles and responsibilities
- Introduction to the Plan-Do-Check-Act (PDCA) cycle
Module 2: Leadership and Strategic Alignment - Securing executive sponsorship and buy-in
- Communicating the value of ISO 20000 to non-technical stakeholders
- Drafting a service management policy with leadership input
- Aligning service objectives with business goals
- Establishing a service management governance committee
- Defining strategic KPIs for service performance
- Integrating ISO 20000 into existing business planning cycles
- Assigning accountability for SMS performance
- Creating a leadership review meeting agenda
- Documenting leadership responsibilities in policies
- Building a culture of continual improvement
- Handling resistance to change at senior levels
- Using maturity assessments to justify investment
- Developing a service vision statement
- Linking service outcomes to customer satisfaction
Module 3: Planning the Implementation Project - Designing a step-by-stage implementation roadmap
- Setting realistic timelines and milestones
- Estimating resource requirements and budget
- Identifying core implementation team members
- Selecting internal champions across departments
- Conducting a pre-implementation readiness assessment
- Defining success criteria and acceptance thresholds
- Creating a project charter for ISO 20000
- Integrating with change management processes
- Managing cross-functional dependencies
- Developing a communication plan for staff
- Setting up progress tracking mechanisms
- Using Gantt charts for implementation scheduling
- Establishing escalation paths for roadblocks
- Developing a risk register for the project
Module 4: Performing a Gap Analysis - Understanding the purpose of a gap analysis
- Preparing audit-ready documentation for assessment
- Using the official ISO 20000 compliance checklist
- Analysing current processes against standard requirements
- Scoring maturity levels for each clause
- Identifying critical gaps and high-risk areas
- Mapping existing ITIL practices to ISO 20000
- Documenting evidence availability for each control
- Conducting interviews with process owners
- Collecting sample service records for evaluation
- Using heat maps to visualise compliance status
- Prioritising gaps by impact and effort
- Creating remediation action plans
- Estimating time and resources for gap closure
- Reporting findings to leadership
Module 5: Designing the Service Management System (SMS) - Architecting the SMS framework
- Integrating SMS with existing management systems
- Defining SMS documentation hierarchy
- Selecting document management tools
- Establishing version control procedures
- Designing the master document register
- Creating a records retention policy
- Defining document ownership and approvals
- Mapping document to clause compliance
- Developing a document distribution protocol
- Building a centralised SMS repository
- Setting access permissions and audit trails
- Ensuring confidentiality and integrity of records
- Designing templates for policy documents
- Automating compliance reporting where possible
Module 6: Service Level Management and SLA Development - Understanding service level management requirements
- Identifying key services for SLA coverage
- Engaging customers in SLA negotiation
- Defining measurable service targets
- Setting acceptable performance thresholds
- Drafting SLA clauses with legal compliance
- Incorporating penalties and rewards
- Aligning SLAs with operational level agreements (OLAs)
- Linking SLAs to underpinning contracts (UCs)
- Documenting SLA review and update cycles
- Creating SLA dashboards for leadership
- Using real-world metrics: uptime, response time, resolution rate
- Handling SLA exceptions and breaches
- Conducting customer satisfaction surveys
- Reporting on SLA performance in governance meetings
Module 7: Incident and Problem Management Alignment - Mapping incident management to ISO 20000 requirements
- Defining incident logging, categorisation, and prioritisation
- Setting escalation procedures and timeframes
- Establishing incident response SLAs
- Reporting incident trends to management
- Integrating incident data into continuous improvement
- Implementing root cause analysis (RCA) processes
- Defining problem identification and registration
- Creating known error databases (KEDB)
- Linking problems to change requests
- Using Pareto analysis for problem prioritisation
- Drafting problem management policy documents
- Reporting on problem resolution effectiveness
- Auditing incident closure completeness
- Ensuring incident and problem workflows are documented
Module 8: Change Evaluation and Control Management - Understanding change management requirements
- Classifying changes: standard, normal, emergency
- Designing a change advisory board (CAB)
- Establishing change initiation and approval workflows
- Conducting change risk assessments
- Developing change implementation plans
- Integrating back-out procedures
- Drafting change policy and procedure documents
- Aligning change records with service logs
- Ensuring change review and closure
- Using change success rate as a KPI
- Auditing change compliance retrospectively
- Handling unauthorised changes
- Reporting change performance to management
- Linking changes to service continuity planning
Module 9: Configuration and Asset Management - Defining configuration items (CIs) and relationships
- Establishing the configuration management database (CMDB)
- Setting CI update and verification procedures
- Integrating CMDB with incident and change processes
- Defining attributes for critical CIs
- Mapping CI ownership and accountability
- Conducting CI audits and reconciliation
- Drafting configuration management policy
- Linking configuration data to service impact analysis
- Reporting on CMDB accuracy metrics
- Using dependency mapping for service continuity
- Establishing CI baseline controls
- Aligning configuration data with asset lifecycle
- Automating CI discovery where feasible
- Handling legacy system integration
Module 10: Service Continuity and Availability Management - Defining availability requirements per service
- Conducting availability risk assessments
- Setting availability targets and measurement methods
- Creating availability plans and budgets
- Documenting current infrastructure dependencies
- Identifying single points of failure
- Designing service continuity plans (SCPs)
- Conducting business impact analysis (BIA)
- Defining recovery time objectives (RTO) and recovery point objectives (RPO)
- Testing continuity plans and documenting results
- Integrating SCPs with disaster recovery strategies
- Aligning with organisational business continuity management
- Reporting on availability performance
- Reviewing and updating plans annually
- Validating continuity arrangements with stakeholders
Module 11: Supplier and Third-Party Management - Understanding supplier management requirements
- Classifying suppliers by criticality
- Conducting supplier risk assessments
- Establishing supplier evaluation criteria
- Creating supplier contract review checklists
- Monitoring supplier performance against SLAs
- Handling underperforming suppliers
- Drafting supplier management policy
- Reporting supplier KPIs to management
- Managing subcontractor relationships
- Integrating supplier audits into the SMS
- Establishing escalation procedures with vendors
- Handling supplier contract renewals
- Ensuring supplier compliance with ISO 20000
- Documenting supply chain dependencies
Module 12: Capacity and Performance Management - Defining capacity management objectives
- Identifying current and future capacity needs
- Designing capacity monitoring systems
- Setting performance thresholds and alerts
- Analysing historical usage trends
- Forecasting resource demand
- Integrating capacity data into change decisions
- Drafting capacity and performance management policy
- Reporting on resource utilisation
- Handling capacity bottlenecks
- Linking capacity planning to budget cycles
- Using simulation for capacity modelling
- Conducting capacity reviews with technical teams
- Validating performance against SLAs
- Implementing proactive tuning and optimisation
Module 13: Information Security and Service Integration - Aligning ISO 20000 with ISO 27001 requirements
- Mapping security controls to service processes
- Establishing secure access protocols
- Defining data classification standards
- Encrypting sensitive service records
- Conducting access reviews and privilege audits
- Integrating security incident reporting into service logs
- Handling data breaches within the SMS
- Ensuring backup and restore integrity
- Linking security testing to service changes
- Reporting on security compliance in service reviews
- Training staff on security-aware service delivery
- Documenting security roles in service policies
- Integrating third-party security assessments
- Creating joint governance meetings with security teams
Module 14: Internal Audit and Conformity Assessment - Preparing for internal audits
- Selecting qualified internal auditors
- Developing an internal audit schedule
- Creating audit checklists per ISO 20000 clause
- Conducting opening and closing meetings
- Gathering objective evidence from records and interviews
- Identifying nonconformities and opportunities for improvement
- Drafting audit reports with clear findings
- Assigning corrective actions and deadlines
- Verifying closure of audit findings
- Reporting audit results to top management
- Using audit data for continual improvement
- Integrating audits with management reviews
- Ensuring auditor independence and objectivity
- Documenting audit programme effectiveness
Module 15: Management Review and Performance Reporting - Designing management review meetings
- Setting agenda items aligned with ISO 20000
- Collecting performance data from all processes
- Analysing trend reports and KPI dashboards
- Reporting on resource adequacy and training needs
- Presenting internal audit results
- Reviewing service level achievements
- Evaluating SMS effectiveness and efficiency
- Identifying need for process changes
- Approving continual improvement initiatives
- Documenting decisions and action items
- Assigning accountability for follow-up
- Scheduling the next management review
- Ensuring minutes are accurate and distributed
- Linking reviews to strategic planning
Module 16: Continual Improvement and Corrective Action - Implementing the continual improvement process
- Identifying improvement opportunities from data
- Using the 5 Whys and fishbone diagrams
- Prioritising improvements using impact-effort grids
- Drafting corrective and preventive action (CAPA) requests
- Assigning responsibility for resolution
- Setting deadlines and tracking progress
- Verifying effectiveness of implemented actions
- Documenting root causes and solutions
- Escalating unresolved issues to management
- Integrating customer and staff feedback
- Reporting improvement outcomes in governance
- Creating a continual improvement register
- Recognising and rewarding improvement contributions
- Updating processes based on lessons learned
Module 17: Preparing for the Certification Audit - Understanding the certification audit process
- Selecting a reputable certification body
- Submitting application and scope documentation
- Scheduling Stage 1 (documentation review)
- Preparing for Stage 2 (implementation audit)
- Conducting a pre-certification readiness review
- Assembling an audit evidence pack
- Assigning audit coordinators and subject matter experts
- Drafting auditor communication protocols
- Rehearsing opening and closing statements
- Handling document requests efficiently
- Responding to auditor questions professionally
- Managing on-site auditor access and logistics
- Addressing minor and major nonconformities
- Planning for corrective action post-audit
Module 18: Post-Certification Sustainment and Maturity Growth - Developing a post-certification roadmap
- Integrating ISO 20000 into daily operations
- Conducting surveillance audits successfully
- Maintaining document currency and accessibility
- Ensuring ongoing staff awareness and training
- Updating SMS for organisational changes
- Scaling SMS to new services or subsidiaries
- Re-certifying effectively every three years
- Using benchmarking to assess maturity growth
- Implementing advanced service analytics
- Linking SMS performance to executive incentives
- Sharing best practices across departments
- Building a community of practice
- Automating compliance monitoring
- Preparing for ISO 20000 updates and revisions
Module 19: Templates, Tools, and Implementation Playbooks - Accessing downloadable policy templates
- Using the gap analysis worksheet
- Applying the master document register template
- Customising SLA and OLA templates
- Using the change risk assessment matrix
- Implementing the internal audit checklist
- Adapting the management review agenda
- Deploying the continual improvement register
- Using the supplier evaluation scorecard
- Applying the service continuity test plan
- Implementing the configuration audit checklist
- Using the capacity forecast model
- Applying incident and problem trend templates
- Deploying SMS dashboard reports
- Accessing real-world case studies and annotated examples
Module 20: Certification, Career Advancement, and Next Steps - Completing the final knowledge assessment
- Submitting implementation project documentation
- Generating your Certificate of Completion
- Understanding the value of The Art of Service credential
- Adding certification to LinkedIn and CV
- Preparing for salary negotiation discussions
- Positioning yourself for internal promotion
- Applying ISO 20000 skills to consulting opportunities
- Pursuing advanced certifications and specialisations
- Joining the global alumni network
- Accessing post-course job resources and opportunities
- Staying updated via industry alerts
- Mentoring others using your implementation experience
- Contributing to best practice communities
- Unlocking your next career milestone with confidence
- Designing a step-by-stage implementation roadmap
- Setting realistic timelines and milestones
- Estimating resource requirements and budget
- Identifying core implementation team members
- Selecting internal champions across departments
- Conducting a pre-implementation readiness assessment
- Defining success criteria and acceptance thresholds
- Creating a project charter for ISO 20000
- Integrating with change management processes
- Managing cross-functional dependencies
- Developing a communication plan for staff
- Setting up progress tracking mechanisms
- Using Gantt charts for implementation scheduling
- Establishing escalation paths for roadblocks
- Developing a risk register for the project
Module 4: Performing a Gap Analysis - Understanding the purpose of a gap analysis
- Preparing audit-ready documentation for assessment
- Using the official ISO 20000 compliance checklist
- Analysing current processes against standard requirements
- Scoring maturity levels for each clause
- Identifying critical gaps and high-risk areas
- Mapping existing ITIL practices to ISO 20000
- Documenting evidence availability for each control
- Conducting interviews with process owners
- Collecting sample service records for evaluation
- Using heat maps to visualise compliance status
- Prioritising gaps by impact and effort
- Creating remediation action plans
- Estimating time and resources for gap closure
- Reporting findings to leadership
Module 5: Designing the Service Management System (SMS) - Architecting the SMS framework
- Integrating SMS with existing management systems
- Defining SMS documentation hierarchy
- Selecting document management tools
- Establishing version control procedures
- Designing the master document register
- Creating a records retention policy
- Defining document ownership and approvals
- Mapping document to clause compliance
- Developing a document distribution protocol
- Building a centralised SMS repository
- Setting access permissions and audit trails
- Ensuring confidentiality and integrity of records
- Designing templates for policy documents
- Automating compliance reporting where possible
Module 6: Service Level Management and SLA Development - Understanding service level management requirements
- Identifying key services for SLA coverage
- Engaging customers in SLA negotiation
- Defining measurable service targets
- Setting acceptable performance thresholds
- Drafting SLA clauses with legal compliance
- Incorporating penalties and rewards
- Aligning SLAs with operational level agreements (OLAs)
- Linking SLAs to underpinning contracts (UCs)
- Documenting SLA review and update cycles
- Creating SLA dashboards for leadership
- Using real-world metrics: uptime, response time, resolution rate
- Handling SLA exceptions and breaches
- Conducting customer satisfaction surveys
- Reporting on SLA performance in governance meetings
Module 7: Incident and Problem Management Alignment - Mapping incident management to ISO 20000 requirements
- Defining incident logging, categorisation, and prioritisation
- Setting escalation procedures and timeframes
- Establishing incident response SLAs
- Reporting incident trends to management
- Integrating incident data into continuous improvement
- Implementing root cause analysis (RCA) processes
- Defining problem identification and registration
- Creating known error databases (KEDB)
- Linking problems to change requests
- Using Pareto analysis for problem prioritisation
- Drafting problem management policy documents
- Reporting on problem resolution effectiveness
- Auditing incident closure completeness
- Ensuring incident and problem workflows are documented
Module 8: Change Evaluation and Control Management - Understanding change management requirements
- Classifying changes: standard, normal, emergency
- Designing a change advisory board (CAB)
- Establishing change initiation and approval workflows
- Conducting change risk assessments
- Developing change implementation plans
- Integrating back-out procedures
- Drafting change policy and procedure documents
- Aligning change records with service logs
- Ensuring change review and closure
- Using change success rate as a KPI
- Auditing change compliance retrospectively
- Handling unauthorised changes
- Reporting change performance to management
- Linking changes to service continuity planning
Module 9: Configuration and Asset Management - Defining configuration items (CIs) and relationships
- Establishing the configuration management database (CMDB)
- Setting CI update and verification procedures
- Integrating CMDB with incident and change processes
- Defining attributes for critical CIs
- Mapping CI ownership and accountability
- Conducting CI audits and reconciliation
- Drafting configuration management policy
- Linking configuration data to service impact analysis
- Reporting on CMDB accuracy metrics
- Using dependency mapping for service continuity
- Establishing CI baseline controls
- Aligning configuration data with asset lifecycle
- Automating CI discovery where feasible
- Handling legacy system integration
Module 10: Service Continuity and Availability Management - Defining availability requirements per service
- Conducting availability risk assessments
- Setting availability targets and measurement methods
- Creating availability plans and budgets
- Documenting current infrastructure dependencies
- Identifying single points of failure
- Designing service continuity plans (SCPs)
- Conducting business impact analysis (BIA)
- Defining recovery time objectives (RTO) and recovery point objectives (RPO)
- Testing continuity plans and documenting results
- Integrating SCPs with disaster recovery strategies
- Aligning with organisational business continuity management
- Reporting on availability performance
- Reviewing and updating plans annually
- Validating continuity arrangements with stakeholders
Module 11: Supplier and Third-Party Management - Understanding supplier management requirements
- Classifying suppliers by criticality
- Conducting supplier risk assessments
- Establishing supplier evaluation criteria
- Creating supplier contract review checklists
- Monitoring supplier performance against SLAs
- Handling underperforming suppliers
- Drafting supplier management policy
- Reporting supplier KPIs to management
- Managing subcontractor relationships
- Integrating supplier audits into the SMS
- Establishing escalation procedures with vendors
- Handling supplier contract renewals
- Ensuring supplier compliance with ISO 20000
- Documenting supply chain dependencies
Module 12: Capacity and Performance Management - Defining capacity management objectives
- Identifying current and future capacity needs
- Designing capacity monitoring systems
- Setting performance thresholds and alerts
- Analysing historical usage trends
- Forecasting resource demand
- Integrating capacity data into change decisions
- Drafting capacity and performance management policy
- Reporting on resource utilisation
- Handling capacity bottlenecks
- Linking capacity planning to budget cycles
- Using simulation for capacity modelling
- Conducting capacity reviews with technical teams
- Validating performance against SLAs
- Implementing proactive tuning and optimisation
Module 13: Information Security and Service Integration - Aligning ISO 20000 with ISO 27001 requirements
- Mapping security controls to service processes
- Establishing secure access protocols
- Defining data classification standards
- Encrypting sensitive service records
- Conducting access reviews and privilege audits
- Integrating security incident reporting into service logs
- Handling data breaches within the SMS
- Ensuring backup and restore integrity
- Linking security testing to service changes
- Reporting on security compliance in service reviews
- Training staff on security-aware service delivery
- Documenting security roles in service policies
- Integrating third-party security assessments
- Creating joint governance meetings with security teams
Module 14: Internal Audit and Conformity Assessment - Preparing for internal audits
- Selecting qualified internal auditors
- Developing an internal audit schedule
- Creating audit checklists per ISO 20000 clause
- Conducting opening and closing meetings
- Gathering objective evidence from records and interviews
- Identifying nonconformities and opportunities for improvement
- Drafting audit reports with clear findings
- Assigning corrective actions and deadlines
- Verifying closure of audit findings
- Reporting audit results to top management
- Using audit data for continual improvement
- Integrating audits with management reviews
- Ensuring auditor independence and objectivity
- Documenting audit programme effectiveness
Module 15: Management Review and Performance Reporting - Designing management review meetings
- Setting agenda items aligned with ISO 20000
- Collecting performance data from all processes
- Analysing trend reports and KPI dashboards
- Reporting on resource adequacy and training needs
- Presenting internal audit results
- Reviewing service level achievements
- Evaluating SMS effectiveness and efficiency
- Identifying need for process changes
- Approving continual improvement initiatives
- Documenting decisions and action items
- Assigning accountability for follow-up
- Scheduling the next management review
- Ensuring minutes are accurate and distributed
- Linking reviews to strategic planning
Module 16: Continual Improvement and Corrective Action - Implementing the continual improvement process
- Identifying improvement opportunities from data
- Using the 5 Whys and fishbone diagrams
- Prioritising improvements using impact-effort grids
- Drafting corrective and preventive action (CAPA) requests
- Assigning responsibility for resolution
- Setting deadlines and tracking progress
- Verifying effectiveness of implemented actions
- Documenting root causes and solutions
- Escalating unresolved issues to management
- Integrating customer and staff feedback
- Reporting improvement outcomes in governance
- Creating a continual improvement register
- Recognising and rewarding improvement contributions
- Updating processes based on lessons learned
Module 17: Preparing for the Certification Audit - Understanding the certification audit process
- Selecting a reputable certification body
- Submitting application and scope documentation
- Scheduling Stage 1 (documentation review)
- Preparing for Stage 2 (implementation audit)
- Conducting a pre-certification readiness review
- Assembling an audit evidence pack
- Assigning audit coordinators and subject matter experts
- Drafting auditor communication protocols
- Rehearsing opening and closing statements
- Handling document requests efficiently
- Responding to auditor questions professionally
- Managing on-site auditor access and logistics
- Addressing minor and major nonconformities
- Planning for corrective action post-audit
Module 18: Post-Certification Sustainment and Maturity Growth - Developing a post-certification roadmap
- Integrating ISO 20000 into daily operations
- Conducting surveillance audits successfully
- Maintaining document currency and accessibility
- Ensuring ongoing staff awareness and training
- Updating SMS for organisational changes
- Scaling SMS to new services or subsidiaries
- Re-certifying effectively every three years
- Using benchmarking to assess maturity growth
- Implementing advanced service analytics
- Linking SMS performance to executive incentives
- Sharing best practices across departments
- Building a community of practice
- Automating compliance monitoring
- Preparing for ISO 20000 updates and revisions
Module 19: Templates, Tools, and Implementation Playbooks - Accessing downloadable policy templates
- Using the gap analysis worksheet
- Applying the master document register template
- Customising SLA and OLA templates
- Using the change risk assessment matrix
- Implementing the internal audit checklist
- Adapting the management review agenda
- Deploying the continual improvement register
- Using the supplier evaluation scorecard
- Applying the service continuity test plan
- Implementing the configuration audit checklist
- Using the capacity forecast model
- Applying incident and problem trend templates
- Deploying SMS dashboard reports
- Accessing real-world case studies and annotated examples
Module 20: Certification, Career Advancement, and Next Steps - Completing the final knowledge assessment
- Submitting implementation project documentation
- Generating your Certificate of Completion
- Understanding the value of The Art of Service credential
- Adding certification to LinkedIn and CV
- Preparing for salary negotiation discussions
- Positioning yourself for internal promotion
- Applying ISO 20000 skills to consulting opportunities
- Pursuing advanced certifications and specialisations
- Joining the global alumni network
- Accessing post-course job resources and opportunities
- Staying updated via industry alerts
- Mentoring others using your implementation experience
- Contributing to best practice communities
- Unlocking your next career milestone with confidence
- Architecting the SMS framework
- Integrating SMS with existing management systems
- Defining SMS documentation hierarchy
- Selecting document management tools
- Establishing version control procedures
- Designing the master document register
- Creating a records retention policy
- Defining document ownership and approvals
- Mapping document to clause compliance
- Developing a document distribution protocol
- Building a centralised SMS repository
- Setting access permissions and audit trails
- Ensuring confidentiality and integrity of records
- Designing templates for policy documents
- Automating compliance reporting where possible
Module 6: Service Level Management and SLA Development - Understanding service level management requirements
- Identifying key services for SLA coverage
- Engaging customers in SLA negotiation
- Defining measurable service targets
- Setting acceptable performance thresholds
- Drafting SLA clauses with legal compliance
- Incorporating penalties and rewards
- Aligning SLAs with operational level agreements (OLAs)
- Linking SLAs to underpinning contracts (UCs)
- Documenting SLA review and update cycles
- Creating SLA dashboards for leadership
- Using real-world metrics: uptime, response time, resolution rate
- Handling SLA exceptions and breaches
- Conducting customer satisfaction surveys
- Reporting on SLA performance in governance meetings
Module 7: Incident and Problem Management Alignment - Mapping incident management to ISO 20000 requirements
- Defining incident logging, categorisation, and prioritisation
- Setting escalation procedures and timeframes
- Establishing incident response SLAs
- Reporting incident trends to management
- Integrating incident data into continuous improvement
- Implementing root cause analysis (RCA) processes
- Defining problem identification and registration
- Creating known error databases (KEDB)
- Linking problems to change requests
- Using Pareto analysis for problem prioritisation
- Drafting problem management policy documents
- Reporting on problem resolution effectiveness
- Auditing incident closure completeness
- Ensuring incident and problem workflows are documented
Module 8: Change Evaluation and Control Management - Understanding change management requirements
- Classifying changes: standard, normal, emergency
- Designing a change advisory board (CAB)
- Establishing change initiation and approval workflows
- Conducting change risk assessments
- Developing change implementation plans
- Integrating back-out procedures
- Drafting change policy and procedure documents
- Aligning change records with service logs
- Ensuring change review and closure
- Using change success rate as a KPI
- Auditing change compliance retrospectively
- Handling unauthorised changes
- Reporting change performance to management
- Linking changes to service continuity planning
Module 9: Configuration and Asset Management - Defining configuration items (CIs) and relationships
- Establishing the configuration management database (CMDB)
- Setting CI update and verification procedures
- Integrating CMDB with incident and change processes
- Defining attributes for critical CIs
- Mapping CI ownership and accountability
- Conducting CI audits and reconciliation
- Drafting configuration management policy
- Linking configuration data to service impact analysis
- Reporting on CMDB accuracy metrics
- Using dependency mapping for service continuity
- Establishing CI baseline controls
- Aligning configuration data with asset lifecycle
- Automating CI discovery where feasible
- Handling legacy system integration
Module 10: Service Continuity and Availability Management - Defining availability requirements per service
- Conducting availability risk assessments
- Setting availability targets and measurement methods
- Creating availability plans and budgets
- Documenting current infrastructure dependencies
- Identifying single points of failure
- Designing service continuity plans (SCPs)
- Conducting business impact analysis (BIA)
- Defining recovery time objectives (RTO) and recovery point objectives (RPO)
- Testing continuity plans and documenting results
- Integrating SCPs with disaster recovery strategies
- Aligning with organisational business continuity management
- Reporting on availability performance
- Reviewing and updating plans annually
- Validating continuity arrangements with stakeholders
Module 11: Supplier and Third-Party Management - Understanding supplier management requirements
- Classifying suppliers by criticality
- Conducting supplier risk assessments
- Establishing supplier evaluation criteria
- Creating supplier contract review checklists
- Monitoring supplier performance against SLAs
- Handling underperforming suppliers
- Drafting supplier management policy
- Reporting supplier KPIs to management
- Managing subcontractor relationships
- Integrating supplier audits into the SMS
- Establishing escalation procedures with vendors
- Handling supplier contract renewals
- Ensuring supplier compliance with ISO 20000
- Documenting supply chain dependencies
Module 12: Capacity and Performance Management - Defining capacity management objectives
- Identifying current and future capacity needs
- Designing capacity monitoring systems
- Setting performance thresholds and alerts
- Analysing historical usage trends
- Forecasting resource demand
- Integrating capacity data into change decisions
- Drafting capacity and performance management policy
- Reporting on resource utilisation
- Handling capacity bottlenecks
- Linking capacity planning to budget cycles
- Using simulation for capacity modelling
- Conducting capacity reviews with technical teams
- Validating performance against SLAs
- Implementing proactive tuning and optimisation
Module 13: Information Security and Service Integration - Aligning ISO 20000 with ISO 27001 requirements
- Mapping security controls to service processes
- Establishing secure access protocols
- Defining data classification standards
- Encrypting sensitive service records
- Conducting access reviews and privilege audits
- Integrating security incident reporting into service logs
- Handling data breaches within the SMS
- Ensuring backup and restore integrity
- Linking security testing to service changes
- Reporting on security compliance in service reviews
- Training staff on security-aware service delivery
- Documenting security roles in service policies
- Integrating third-party security assessments
- Creating joint governance meetings with security teams
Module 14: Internal Audit and Conformity Assessment - Preparing for internal audits
- Selecting qualified internal auditors
- Developing an internal audit schedule
- Creating audit checklists per ISO 20000 clause
- Conducting opening and closing meetings
- Gathering objective evidence from records and interviews
- Identifying nonconformities and opportunities for improvement
- Drafting audit reports with clear findings
- Assigning corrective actions and deadlines
- Verifying closure of audit findings
- Reporting audit results to top management
- Using audit data for continual improvement
- Integrating audits with management reviews
- Ensuring auditor independence and objectivity
- Documenting audit programme effectiveness
Module 15: Management Review and Performance Reporting - Designing management review meetings
- Setting agenda items aligned with ISO 20000
- Collecting performance data from all processes
- Analysing trend reports and KPI dashboards
- Reporting on resource adequacy and training needs
- Presenting internal audit results
- Reviewing service level achievements
- Evaluating SMS effectiveness and efficiency
- Identifying need for process changes
- Approving continual improvement initiatives
- Documenting decisions and action items
- Assigning accountability for follow-up
- Scheduling the next management review
- Ensuring minutes are accurate and distributed
- Linking reviews to strategic planning
Module 16: Continual Improvement and Corrective Action - Implementing the continual improvement process
- Identifying improvement opportunities from data
- Using the 5 Whys and fishbone diagrams
- Prioritising improvements using impact-effort grids
- Drafting corrective and preventive action (CAPA) requests
- Assigning responsibility for resolution
- Setting deadlines and tracking progress
- Verifying effectiveness of implemented actions
- Documenting root causes and solutions
- Escalating unresolved issues to management
- Integrating customer and staff feedback
- Reporting improvement outcomes in governance
- Creating a continual improvement register
- Recognising and rewarding improvement contributions
- Updating processes based on lessons learned
Module 17: Preparing for the Certification Audit - Understanding the certification audit process
- Selecting a reputable certification body
- Submitting application and scope documentation
- Scheduling Stage 1 (documentation review)
- Preparing for Stage 2 (implementation audit)
- Conducting a pre-certification readiness review
- Assembling an audit evidence pack
- Assigning audit coordinators and subject matter experts
- Drafting auditor communication protocols
- Rehearsing opening and closing statements
- Handling document requests efficiently
- Responding to auditor questions professionally
- Managing on-site auditor access and logistics
- Addressing minor and major nonconformities
- Planning for corrective action post-audit
Module 18: Post-Certification Sustainment and Maturity Growth - Developing a post-certification roadmap
- Integrating ISO 20000 into daily operations
- Conducting surveillance audits successfully
- Maintaining document currency and accessibility
- Ensuring ongoing staff awareness and training
- Updating SMS for organisational changes
- Scaling SMS to new services or subsidiaries
- Re-certifying effectively every three years
- Using benchmarking to assess maturity growth
- Implementing advanced service analytics
- Linking SMS performance to executive incentives
- Sharing best practices across departments
- Building a community of practice
- Automating compliance monitoring
- Preparing for ISO 20000 updates and revisions
Module 19: Templates, Tools, and Implementation Playbooks - Accessing downloadable policy templates
- Using the gap analysis worksheet
- Applying the master document register template
- Customising SLA and OLA templates
- Using the change risk assessment matrix
- Implementing the internal audit checklist
- Adapting the management review agenda
- Deploying the continual improvement register
- Using the supplier evaluation scorecard
- Applying the service continuity test plan
- Implementing the configuration audit checklist
- Using the capacity forecast model
- Applying incident and problem trend templates
- Deploying SMS dashboard reports
- Accessing real-world case studies and annotated examples
Module 20: Certification, Career Advancement, and Next Steps - Completing the final knowledge assessment
- Submitting implementation project documentation
- Generating your Certificate of Completion
- Understanding the value of The Art of Service credential
- Adding certification to LinkedIn and CV
- Preparing for salary negotiation discussions
- Positioning yourself for internal promotion
- Applying ISO 20000 skills to consulting opportunities
- Pursuing advanced certifications and specialisations
- Joining the global alumni network
- Accessing post-course job resources and opportunities
- Staying updated via industry alerts
- Mentoring others using your implementation experience
- Contributing to best practice communities
- Unlocking your next career milestone with confidence
- Mapping incident management to ISO 20000 requirements
- Defining incident logging, categorisation, and prioritisation
- Setting escalation procedures and timeframes
- Establishing incident response SLAs
- Reporting incident trends to management
- Integrating incident data into continuous improvement
- Implementing root cause analysis (RCA) processes
- Defining problem identification and registration
- Creating known error databases (KEDB)
- Linking problems to change requests
- Using Pareto analysis for problem prioritisation
- Drafting problem management policy documents
- Reporting on problem resolution effectiveness
- Auditing incident closure completeness
- Ensuring incident and problem workflows are documented
Module 8: Change Evaluation and Control Management - Understanding change management requirements
- Classifying changes: standard, normal, emergency
- Designing a change advisory board (CAB)
- Establishing change initiation and approval workflows
- Conducting change risk assessments
- Developing change implementation plans
- Integrating back-out procedures
- Drafting change policy and procedure documents
- Aligning change records with service logs
- Ensuring change review and closure
- Using change success rate as a KPI
- Auditing change compliance retrospectively
- Handling unauthorised changes
- Reporting change performance to management
- Linking changes to service continuity planning
Module 9: Configuration and Asset Management - Defining configuration items (CIs) and relationships
- Establishing the configuration management database (CMDB)
- Setting CI update and verification procedures
- Integrating CMDB with incident and change processes
- Defining attributes for critical CIs
- Mapping CI ownership and accountability
- Conducting CI audits and reconciliation
- Drafting configuration management policy
- Linking configuration data to service impact analysis
- Reporting on CMDB accuracy metrics
- Using dependency mapping for service continuity
- Establishing CI baseline controls
- Aligning configuration data with asset lifecycle
- Automating CI discovery where feasible
- Handling legacy system integration
Module 10: Service Continuity and Availability Management - Defining availability requirements per service
- Conducting availability risk assessments
- Setting availability targets and measurement methods
- Creating availability plans and budgets
- Documenting current infrastructure dependencies
- Identifying single points of failure
- Designing service continuity plans (SCPs)
- Conducting business impact analysis (BIA)
- Defining recovery time objectives (RTO) and recovery point objectives (RPO)
- Testing continuity plans and documenting results
- Integrating SCPs with disaster recovery strategies
- Aligning with organisational business continuity management
- Reporting on availability performance
- Reviewing and updating plans annually
- Validating continuity arrangements with stakeholders
Module 11: Supplier and Third-Party Management - Understanding supplier management requirements
- Classifying suppliers by criticality
- Conducting supplier risk assessments
- Establishing supplier evaluation criteria
- Creating supplier contract review checklists
- Monitoring supplier performance against SLAs
- Handling underperforming suppliers
- Drafting supplier management policy
- Reporting supplier KPIs to management
- Managing subcontractor relationships
- Integrating supplier audits into the SMS
- Establishing escalation procedures with vendors
- Handling supplier contract renewals
- Ensuring supplier compliance with ISO 20000
- Documenting supply chain dependencies
Module 12: Capacity and Performance Management - Defining capacity management objectives
- Identifying current and future capacity needs
- Designing capacity monitoring systems
- Setting performance thresholds and alerts
- Analysing historical usage trends
- Forecasting resource demand
- Integrating capacity data into change decisions
- Drafting capacity and performance management policy
- Reporting on resource utilisation
- Handling capacity bottlenecks
- Linking capacity planning to budget cycles
- Using simulation for capacity modelling
- Conducting capacity reviews with technical teams
- Validating performance against SLAs
- Implementing proactive tuning and optimisation
Module 13: Information Security and Service Integration - Aligning ISO 20000 with ISO 27001 requirements
- Mapping security controls to service processes
- Establishing secure access protocols
- Defining data classification standards
- Encrypting sensitive service records
- Conducting access reviews and privilege audits
- Integrating security incident reporting into service logs
- Handling data breaches within the SMS
- Ensuring backup and restore integrity
- Linking security testing to service changes
- Reporting on security compliance in service reviews
- Training staff on security-aware service delivery
- Documenting security roles in service policies
- Integrating third-party security assessments
- Creating joint governance meetings with security teams
Module 14: Internal Audit and Conformity Assessment - Preparing for internal audits
- Selecting qualified internal auditors
- Developing an internal audit schedule
- Creating audit checklists per ISO 20000 clause
- Conducting opening and closing meetings
- Gathering objective evidence from records and interviews
- Identifying nonconformities and opportunities for improvement
- Drafting audit reports with clear findings
- Assigning corrective actions and deadlines
- Verifying closure of audit findings
- Reporting audit results to top management
- Using audit data for continual improvement
- Integrating audits with management reviews
- Ensuring auditor independence and objectivity
- Documenting audit programme effectiveness
Module 15: Management Review and Performance Reporting - Designing management review meetings
- Setting agenda items aligned with ISO 20000
- Collecting performance data from all processes
- Analysing trend reports and KPI dashboards
- Reporting on resource adequacy and training needs
- Presenting internal audit results
- Reviewing service level achievements
- Evaluating SMS effectiveness and efficiency
- Identifying need for process changes
- Approving continual improvement initiatives
- Documenting decisions and action items
- Assigning accountability for follow-up
- Scheduling the next management review
- Ensuring minutes are accurate and distributed
- Linking reviews to strategic planning
Module 16: Continual Improvement and Corrective Action - Implementing the continual improvement process
- Identifying improvement opportunities from data
- Using the 5 Whys and fishbone diagrams
- Prioritising improvements using impact-effort grids
- Drafting corrective and preventive action (CAPA) requests
- Assigning responsibility for resolution
- Setting deadlines and tracking progress
- Verifying effectiveness of implemented actions
- Documenting root causes and solutions
- Escalating unresolved issues to management
- Integrating customer and staff feedback
- Reporting improvement outcomes in governance
- Creating a continual improvement register
- Recognising and rewarding improvement contributions
- Updating processes based on lessons learned
Module 17: Preparing for the Certification Audit - Understanding the certification audit process
- Selecting a reputable certification body
- Submitting application and scope documentation
- Scheduling Stage 1 (documentation review)
- Preparing for Stage 2 (implementation audit)
- Conducting a pre-certification readiness review
- Assembling an audit evidence pack
- Assigning audit coordinators and subject matter experts
- Drafting auditor communication protocols
- Rehearsing opening and closing statements
- Handling document requests efficiently
- Responding to auditor questions professionally
- Managing on-site auditor access and logistics
- Addressing minor and major nonconformities
- Planning for corrective action post-audit
Module 18: Post-Certification Sustainment and Maturity Growth - Developing a post-certification roadmap
- Integrating ISO 20000 into daily operations
- Conducting surveillance audits successfully
- Maintaining document currency and accessibility
- Ensuring ongoing staff awareness and training
- Updating SMS for organisational changes
- Scaling SMS to new services or subsidiaries
- Re-certifying effectively every three years
- Using benchmarking to assess maturity growth
- Implementing advanced service analytics
- Linking SMS performance to executive incentives
- Sharing best practices across departments
- Building a community of practice
- Automating compliance monitoring
- Preparing for ISO 20000 updates and revisions
Module 19: Templates, Tools, and Implementation Playbooks - Accessing downloadable policy templates
- Using the gap analysis worksheet
- Applying the master document register template
- Customising SLA and OLA templates
- Using the change risk assessment matrix
- Implementing the internal audit checklist
- Adapting the management review agenda
- Deploying the continual improvement register
- Using the supplier evaluation scorecard
- Applying the service continuity test plan
- Implementing the configuration audit checklist
- Using the capacity forecast model
- Applying incident and problem trend templates
- Deploying SMS dashboard reports
- Accessing real-world case studies and annotated examples
Module 20: Certification, Career Advancement, and Next Steps - Completing the final knowledge assessment
- Submitting implementation project documentation
- Generating your Certificate of Completion
- Understanding the value of The Art of Service credential
- Adding certification to LinkedIn and CV
- Preparing for salary negotiation discussions
- Positioning yourself for internal promotion
- Applying ISO 20000 skills to consulting opportunities
- Pursuing advanced certifications and specialisations
- Joining the global alumni network
- Accessing post-course job resources and opportunities
- Staying updated via industry alerts
- Mentoring others using your implementation experience
- Contributing to best practice communities
- Unlocking your next career milestone with confidence
- Defining configuration items (CIs) and relationships
- Establishing the configuration management database (CMDB)
- Setting CI update and verification procedures
- Integrating CMDB with incident and change processes
- Defining attributes for critical CIs
- Mapping CI ownership and accountability
- Conducting CI audits and reconciliation
- Drafting configuration management policy
- Linking configuration data to service impact analysis
- Reporting on CMDB accuracy metrics
- Using dependency mapping for service continuity
- Establishing CI baseline controls
- Aligning configuration data with asset lifecycle
- Automating CI discovery where feasible
- Handling legacy system integration
Module 10: Service Continuity and Availability Management - Defining availability requirements per service
- Conducting availability risk assessments
- Setting availability targets and measurement methods
- Creating availability plans and budgets
- Documenting current infrastructure dependencies
- Identifying single points of failure
- Designing service continuity plans (SCPs)
- Conducting business impact analysis (BIA)
- Defining recovery time objectives (RTO) and recovery point objectives (RPO)
- Testing continuity plans and documenting results
- Integrating SCPs with disaster recovery strategies
- Aligning with organisational business continuity management
- Reporting on availability performance
- Reviewing and updating plans annually
- Validating continuity arrangements with stakeholders
Module 11: Supplier and Third-Party Management - Understanding supplier management requirements
- Classifying suppliers by criticality
- Conducting supplier risk assessments
- Establishing supplier evaluation criteria
- Creating supplier contract review checklists
- Monitoring supplier performance against SLAs
- Handling underperforming suppliers
- Drafting supplier management policy
- Reporting supplier KPIs to management
- Managing subcontractor relationships
- Integrating supplier audits into the SMS
- Establishing escalation procedures with vendors
- Handling supplier contract renewals
- Ensuring supplier compliance with ISO 20000
- Documenting supply chain dependencies
Module 12: Capacity and Performance Management - Defining capacity management objectives
- Identifying current and future capacity needs
- Designing capacity monitoring systems
- Setting performance thresholds and alerts
- Analysing historical usage trends
- Forecasting resource demand
- Integrating capacity data into change decisions
- Drafting capacity and performance management policy
- Reporting on resource utilisation
- Handling capacity bottlenecks
- Linking capacity planning to budget cycles
- Using simulation for capacity modelling
- Conducting capacity reviews with technical teams
- Validating performance against SLAs
- Implementing proactive tuning and optimisation
Module 13: Information Security and Service Integration - Aligning ISO 20000 with ISO 27001 requirements
- Mapping security controls to service processes
- Establishing secure access protocols
- Defining data classification standards
- Encrypting sensitive service records
- Conducting access reviews and privilege audits
- Integrating security incident reporting into service logs
- Handling data breaches within the SMS
- Ensuring backup and restore integrity
- Linking security testing to service changes
- Reporting on security compliance in service reviews
- Training staff on security-aware service delivery
- Documenting security roles in service policies
- Integrating third-party security assessments
- Creating joint governance meetings with security teams
Module 14: Internal Audit and Conformity Assessment - Preparing for internal audits
- Selecting qualified internal auditors
- Developing an internal audit schedule
- Creating audit checklists per ISO 20000 clause
- Conducting opening and closing meetings
- Gathering objective evidence from records and interviews
- Identifying nonconformities and opportunities for improvement
- Drafting audit reports with clear findings
- Assigning corrective actions and deadlines
- Verifying closure of audit findings
- Reporting audit results to top management
- Using audit data for continual improvement
- Integrating audits with management reviews
- Ensuring auditor independence and objectivity
- Documenting audit programme effectiveness
Module 15: Management Review and Performance Reporting - Designing management review meetings
- Setting agenda items aligned with ISO 20000
- Collecting performance data from all processes
- Analysing trend reports and KPI dashboards
- Reporting on resource adequacy and training needs
- Presenting internal audit results
- Reviewing service level achievements
- Evaluating SMS effectiveness and efficiency
- Identifying need for process changes
- Approving continual improvement initiatives
- Documenting decisions and action items
- Assigning accountability for follow-up
- Scheduling the next management review
- Ensuring minutes are accurate and distributed
- Linking reviews to strategic planning
Module 16: Continual Improvement and Corrective Action - Implementing the continual improvement process
- Identifying improvement opportunities from data
- Using the 5 Whys and fishbone diagrams
- Prioritising improvements using impact-effort grids
- Drafting corrective and preventive action (CAPA) requests
- Assigning responsibility for resolution
- Setting deadlines and tracking progress
- Verifying effectiveness of implemented actions
- Documenting root causes and solutions
- Escalating unresolved issues to management
- Integrating customer and staff feedback
- Reporting improvement outcomes in governance
- Creating a continual improvement register
- Recognising and rewarding improvement contributions
- Updating processes based on lessons learned
Module 17: Preparing for the Certification Audit - Understanding the certification audit process
- Selecting a reputable certification body
- Submitting application and scope documentation
- Scheduling Stage 1 (documentation review)
- Preparing for Stage 2 (implementation audit)
- Conducting a pre-certification readiness review
- Assembling an audit evidence pack
- Assigning audit coordinators and subject matter experts
- Drafting auditor communication protocols
- Rehearsing opening and closing statements
- Handling document requests efficiently
- Responding to auditor questions professionally
- Managing on-site auditor access and logistics
- Addressing minor and major nonconformities
- Planning for corrective action post-audit
Module 18: Post-Certification Sustainment and Maturity Growth - Developing a post-certification roadmap
- Integrating ISO 20000 into daily operations
- Conducting surveillance audits successfully
- Maintaining document currency and accessibility
- Ensuring ongoing staff awareness and training
- Updating SMS for organisational changes
- Scaling SMS to new services or subsidiaries
- Re-certifying effectively every three years
- Using benchmarking to assess maturity growth
- Implementing advanced service analytics
- Linking SMS performance to executive incentives
- Sharing best practices across departments
- Building a community of practice
- Automating compliance monitoring
- Preparing for ISO 20000 updates and revisions
Module 19: Templates, Tools, and Implementation Playbooks - Accessing downloadable policy templates
- Using the gap analysis worksheet
- Applying the master document register template
- Customising SLA and OLA templates
- Using the change risk assessment matrix
- Implementing the internal audit checklist
- Adapting the management review agenda
- Deploying the continual improvement register
- Using the supplier evaluation scorecard
- Applying the service continuity test plan
- Implementing the configuration audit checklist
- Using the capacity forecast model
- Applying incident and problem trend templates
- Deploying SMS dashboard reports
- Accessing real-world case studies and annotated examples
Module 20: Certification, Career Advancement, and Next Steps - Completing the final knowledge assessment
- Submitting implementation project documentation
- Generating your Certificate of Completion
- Understanding the value of The Art of Service credential
- Adding certification to LinkedIn and CV
- Preparing for salary negotiation discussions
- Positioning yourself for internal promotion
- Applying ISO 20000 skills to consulting opportunities
- Pursuing advanced certifications and specialisations
- Joining the global alumni network
- Accessing post-course job resources and opportunities
- Staying updated via industry alerts
- Mentoring others using your implementation experience
- Contributing to best practice communities
- Unlocking your next career milestone with confidence
- Understanding supplier management requirements
- Classifying suppliers by criticality
- Conducting supplier risk assessments
- Establishing supplier evaluation criteria
- Creating supplier contract review checklists
- Monitoring supplier performance against SLAs
- Handling underperforming suppliers
- Drafting supplier management policy
- Reporting supplier KPIs to management
- Managing subcontractor relationships
- Integrating supplier audits into the SMS
- Establishing escalation procedures with vendors
- Handling supplier contract renewals
- Ensuring supplier compliance with ISO 20000
- Documenting supply chain dependencies
Module 12: Capacity and Performance Management - Defining capacity management objectives
- Identifying current and future capacity needs
- Designing capacity monitoring systems
- Setting performance thresholds and alerts
- Analysing historical usage trends
- Forecasting resource demand
- Integrating capacity data into change decisions
- Drafting capacity and performance management policy
- Reporting on resource utilisation
- Handling capacity bottlenecks
- Linking capacity planning to budget cycles
- Using simulation for capacity modelling
- Conducting capacity reviews with technical teams
- Validating performance against SLAs
- Implementing proactive tuning and optimisation
Module 13: Information Security and Service Integration - Aligning ISO 20000 with ISO 27001 requirements
- Mapping security controls to service processes
- Establishing secure access protocols
- Defining data classification standards
- Encrypting sensitive service records
- Conducting access reviews and privilege audits
- Integrating security incident reporting into service logs
- Handling data breaches within the SMS
- Ensuring backup and restore integrity
- Linking security testing to service changes
- Reporting on security compliance in service reviews
- Training staff on security-aware service delivery
- Documenting security roles in service policies
- Integrating third-party security assessments
- Creating joint governance meetings with security teams
Module 14: Internal Audit and Conformity Assessment - Preparing for internal audits
- Selecting qualified internal auditors
- Developing an internal audit schedule
- Creating audit checklists per ISO 20000 clause
- Conducting opening and closing meetings
- Gathering objective evidence from records and interviews
- Identifying nonconformities and opportunities for improvement
- Drafting audit reports with clear findings
- Assigning corrective actions and deadlines
- Verifying closure of audit findings
- Reporting audit results to top management
- Using audit data for continual improvement
- Integrating audits with management reviews
- Ensuring auditor independence and objectivity
- Documenting audit programme effectiveness
Module 15: Management Review and Performance Reporting - Designing management review meetings
- Setting agenda items aligned with ISO 20000
- Collecting performance data from all processes
- Analysing trend reports and KPI dashboards
- Reporting on resource adequacy and training needs
- Presenting internal audit results
- Reviewing service level achievements
- Evaluating SMS effectiveness and efficiency
- Identifying need for process changes
- Approving continual improvement initiatives
- Documenting decisions and action items
- Assigning accountability for follow-up
- Scheduling the next management review
- Ensuring minutes are accurate and distributed
- Linking reviews to strategic planning
Module 16: Continual Improvement and Corrective Action - Implementing the continual improvement process
- Identifying improvement opportunities from data
- Using the 5 Whys and fishbone diagrams
- Prioritising improvements using impact-effort grids
- Drafting corrective and preventive action (CAPA) requests
- Assigning responsibility for resolution
- Setting deadlines and tracking progress
- Verifying effectiveness of implemented actions
- Documenting root causes and solutions
- Escalating unresolved issues to management
- Integrating customer and staff feedback
- Reporting improvement outcomes in governance
- Creating a continual improvement register
- Recognising and rewarding improvement contributions
- Updating processes based on lessons learned
Module 17: Preparing for the Certification Audit - Understanding the certification audit process
- Selecting a reputable certification body
- Submitting application and scope documentation
- Scheduling Stage 1 (documentation review)
- Preparing for Stage 2 (implementation audit)
- Conducting a pre-certification readiness review
- Assembling an audit evidence pack
- Assigning audit coordinators and subject matter experts
- Drafting auditor communication protocols
- Rehearsing opening and closing statements
- Handling document requests efficiently
- Responding to auditor questions professionally
- Managing on-site auditor access and logistics
- Addressing minor and major nonconformities
- Planning for corrective action post-audit
Module 18: Post-Certification Sustainment and Maturity Growth - Developing a post-certification roadmap
- Integrating ISO 20000 into daily operations
- Conducting surveillance audits successfully
- Maintaining document currency and accessibility
- Ensuring ongoing staff awareness and training
- Updating SMS for organisational changes
- Scaling SMS to new services or subsidiaries
- Re-certifying effectively every three years
- Using benchmarking to assess maturity growth
- Implementing advanced service analytics
- Linking SMS performance to executive incentives
- Sharing best practices across departments
- Building a community of practice
- Automating compliance monitoring
- Preparing for ISO 20000 updates and revisions
Module 19: Templates, Tools, and Implementation Playbooks - Accessing downloadable policy templates
- Using the gap analysis worksheet
- Applying the master document register template
- Customising SLA and OLA templates
- Using the change risk assessment matrix
- Implementing the internal audit checklist
- Adapting the management review agenda
- Deploying the continual improvement register
- Using the supplier evaluation scorecard
- Applying the service continuity test plan
- Implementing the configuration audit checklist
- Using the capacity forecast model
- Applying incident and problem trend templates
- Deploying SMS dashboard reports
- Accessing real-world case studies and annotated examples
Module 20: Certification, Career Advancement, and Next Steps - Completing the final knowledge assessment
- Submitting implementation project documentation
- Generating your Certificate of Completion
- Understanding the value of The Art of Service credential
- Adding certification to LinkedIn and CV
- Preparing for salary negotiation discussions
- Positioning yourself for internal promotion
- Applying ISO 20000 skills to consulting opportunities
- Pursuing advanced certifications and specialisations
- Joining the global alumni network
- Accessing post-course job resources and opportunities
- Staying updated via industry alerts
- Mentoring others using your implementation experience
- Contributing to best practice communities
- Unlocking your next career milestone with confidence
- Aligning ISO 20000 with ISO 27001 requirements
- Mapping security controls to service processes
- Establishing secure access protocols
- Defining data classification standards
- Encrypting sensitive service records
- Conducting access reviews and privilege audits
- Integrating security incident reporting into service logs
- Handling data breaches within the SMS
- Ensuring backup and restore integrity
- Linking security testing to service changes
- Reporting on security compliance in service reviews
- Training staff on security-aware service delivery
- Documenting security roles in service policies
- Integrating third-party security assessments
- Creating joint governance meetings with security teams
Module 14: Internal Audit and Conformity Assessment - Preparing for internal audits
- Selecting qualified internal auditors
- Developing an internal audit schedule
- Creating audit checklists per ISO 20000 clause
- Conducting opening and closing meetings
- Gathering objective evidence from records and interviews
- Identifying nonconformities and opportunities for improvement
- Drafting audit reports with clear findings
- Assigning corrective actions and deadlines
- Verifying closure of audit findings
- Reporting audit results to top management
- Using audit data for continual improvement
- Integrating audits with management reviews
- Ensuring auditor independence and objectivity
- Documenting audit programme effectiveness
Module 15: Management Review and Performance Reporting - Designing management review meetings
- Setting agenda items aligned with ISO 20000
- Collecting performance data from all processes
- Analysing trend reports and KPI dashboards
- Reporting on resource adequacy and training needs
- Presenting internal audit results
- Reviewing service level achievements
- Evaluating SMS effectiveness and efficiency
- Identifying need for process changes
- Approving continual improvement initiatives
- Documenting decisions and action items
- Assigning accountability for follow-up
- Scheduling the next management review
- Ensuring minutes are accurate and distributed
- Linking reviews to strategic planning
Module 16: Continual Improvement and Corrective Action - Implementing the continual improvement process
- Identifying improvement opportunities from data
- Using the 5 Whys and fishbone diagrams
- Prioritising improvements using impact-effort grids
- Drafting corrective and preventive action (CAPA) requests
- Assigning responsibility for resolution
- Setting deadlines and tracking progress
- Verifying effectiveness of implemented actions
- Documenting root causes and solutions
- Escalating unresolved issues to management
- Integrating customer and staff feedback
- Reporting improvement outcomes in governance
- Creating a continual improvement register
- Recognising and rewarding improvement contributions
- Updating processes based on lessons learned
Module 17: Preparing for the Certification Audit - Understanding the certification audit process
- Selecting a reputable certification body
- Submitting application and scope documentation
- Scheduling Stage 1 (documentation review)
- Preparing for Stage 2 (implementation audit)
- Conducting a pre-certification readiness review
- Assembling an audit evidence pack
- Assigning audit coordinators and subject matter experts
- Drafting auditor communication protocols
- Rehearsing opening and closing statements
- Handling document requests efficiently
- Responding to auditor questions professionally
- Managing on-site auditor access and logistics
- Addressing minor and major nonconformities
- Planning for corrective action post-audit
Module 18: Post-Certification Sustainment and Maturity Growth - Developing a post-certification roadmap
- Integrating ISO 20000 into daily operations
- Conducting surveillance audits successfully
- Maintaining document currency and accessibility
- Ensuring ongoing staff awareness and training
- Updating SMS for organisational changes
- Scaling SMS to new services or subsidiaries
- Re-certifying effectively every three years
- Using benchmarking to assess maturity growth
- Implementing advanced service analytics
- Linking SMS performance to executive incentives
- Sharing best practices across departments
- Building a community of practice
- Automating compliance monitoring
- Preparing for ISO 20000 updates and revisions
Module 19: Templates, Tools, and Implementation Playbooks - Accessing downloadable policy templates
- Using the gap analysis worksheet
- Applying the master document register template
- Customising SLA and OLA templates
- Using the change risk assessment matrix
- Implementing the internal audit checklist
- Adapting the management review agenda
- Deploying the continual improvement register
- Using the supplier evaluation scorecard
- Applying the service continuity test plan
- Implementing the configuration audit checklist
- Using the capacity forecast model
- Applying incident and problem trend templates
- Deploying SMS dashboard reports
- Accessing real-world case studies and annotated examples
Module 20: Certification, Career Advancement, and Next Steps - Completing the final knowledge assessment
- Submitting implementation project documentation
- Generating your Certificate of Completion
- Understanding the value of The Art of Service credential
- Adding certification to LinkedIn and CV
- Preparing for salary negotiation discussions
- Positioning yourself for internal promotion
- Applying ISO 20000 skills to consulting opportunities
- Pursuing advanced certifications and specialisations
- Joining the global alumni network
- Accessing post-course job resources and opportunities
- Staying updated via industry alerts
- Mentoring others using your implementation experience
- Contributing to best practice communities
- Unlocking your next career milestone with confidence
- Designing management review meetings
- Setting agenda items aligned with ISO 20000
- Collecting performance data from all processes
- Analysing trend reports and KPI dashboards
- Reporting on resource adequacy and training needs
- Presenting internal audit results
- Reviewing service level achievements
- Evaluating SMS effectiveness and efficiency
- Identifying need for process changes
- Approving continual improvement initiatives
- Documenting decisions and action items
- Assigning accountability for follow-up
- Scheduling the next management review
- Ensuring minutes are accurate and distributed
- Linking reviews to strategic planning
Module 16: Continual Improvement and Corrective Action - Implementing the continual improvement process
- Identifying improvement opportunities from data
- Using the 5 Whys and fishbone diagrams
- Prioritising improvements using impact-effort grids
- Drafting corrective and preventive action (CAPA) requests
- Assigning responsibility for resolution
- Setting deadlines and tracking progress
- Verifying effectiveness of implemented actions
- Documenting root causes and solutions
- Escalating unresolved issues to management
- Integrating customer and staff feedback
- Reporting improvement outcomes in governance
- Creating a continual improvement register
- Recognising and rewarding improvement contributions
- Updating processes based on lessons learned
Module 17: Preparing for the Certification Audit - Understanding the certification audit process
- Selecting a reputable certification body
- Submitting application and scope documentation
- Scheduling Stage 1 (documentation review)
- Preparing for Stage 2 (implementation audit)
- Conducting a pre-certification readiness review
- Assembling an audit evidence pack
- Assigning audit coordinators and subject matter experts
- Drafting auditor communication protocols
- Rehearsing opening and closing statements
- Handling document requests efficiently
- Responding to auditor questions professionally
- Managing on-site auditor access and logistics
- Addressing minor and major nonconformities
- Planning for corrective action post-audit
Module 18: Post-Certification Sustainment and Maturity Growth - Developing a post-certification roadmap
- Integrating ISO 20000 into daily operations
- Conducting surveillance audits successfully
- Maintaining document currency and accessibility
- Ensuring ongoing staff awareness and training
- Updating SMS for organisational changes
- Scaling SMS to new services or subsidiaries
- Re-certifying effectively every three years
- Using benchmarking to assess maturity growth
- Implementing advanced service analytics
- Linking SMS performance to executive incentives
- Sharing best practices across departments
- Building a community of practice
- Automating compliance monitoring
- Preparing for ISO 20000 updates and revisions
Module 19: Templates, Tools, and Implementation Playbooks - Accessing downloadable policy templates
- Using the gap analysis worksheet
- Applying the master document register template
- Customising SLA and OLA templates
- Using the change risk assessment matrix
- Implementing the internal audit checklist
- Adapting the management review agenda
- Deploying the continual improvement register
- Using the supplier evaluation scorecard
- Applying the service continuity test plan
- Implementing the configuration audit checklist
- Using the capacity forecast model
- Applying incident and problem trend templates
- Deploying SMS dashboard reports
- Accessing real-world case studies and annotated examples
Module 20: Certification, Career Advancement, and Next Steps - Completing the final knowledge assessment
- Submitting implementation project documentation
- Generating your Certificate of Completion
- Understanding the value of The Art of Service credential
- Adding certification to LinkedIn and CV
- Preparing for salary negotiation discussions
- Positioning yourself for internal promotion
- Applying ISO 20000 skills to consulting opportunities
- Pursuing advanced certifications and specialisations
- Joining the global alumni network
- Accessing post-course job resources and opportunities
- Staying updated via industry alerts
- Mentoring others using your implementation experience
- Contributing to best practice communities
- Unlocking your next career milestone with confidence
- Understanding the certification audit process
- Selecting a reputable certification body
- Submitting application and scope documentation
- Scheduling Stage 1 (documentation review)
- Preparing for Stage 2 (implementation audit)
- Conducting a pre-certification readiness review
- Assembling an audit evidence pack
- Assigning audit coordinators and subject matter experts
- Drafting auditor communication protocols
- Rehearsing opening and closing statements
- Handling document requests efficiently
- Responding to auditor questions professionally
- Managing on-site auditor access and logistics
- Addressing minor and major nonconformities
- Planning for corrective action post-audit
Module 18: Post-Certification Sustainment and Maturity Growth - Developing a post-certification roadmap
- Integrating ISO 20000 into daily operations
- Conducting surveillance audits successfully
- Maintaining document currency and accessibility
- Ensuring ongoing staff awareness and training
- Updating SMS for organisational changes
- Scaling SMS to new services or subsidiaries
- Re-certifying effectively every three years
- Using benchmarking to assess maturity growth
- Implementing advanced service analytics
- Linking SMS performance to executive incentives
- Sharing best practices across departments
- Building a community of practice
- Automating compliance monitoring
- Preparing for ISO 20000 updates and revisions
Module 19: Templates, Tools, and Implementation Playbooks - Accessing downloadable policy templates
- Using the gap analysis worksheet
- Applying the master document register template
- Customising SLA and OLA templates
- Using the change risk assessment matrix
- Implementing the internal audit checklist
- Adapting the management review agenda
- Deploying the continual improvement register
- Using the supplier evaluation scorecard
- Applying the service continuity test plan
- Implementing the configuration audit checklist
- Using the capacity forecast model
- Applying incident and problem trend templates
- Deploying SMS dashboard reports
- Accessing real-world case studies and annotated examples
Module 20: Certification, Career Advancement, and Next Steps - Completing the final knowledge assessment
- Submitting implementation project documentation
- Generating your Certificate of Completion
- Understanding the value of The Art of Service credential
- Adding certification to LinkedIn and CV
- Preparing for salary negotiation discussions
- Positioning yourself for internal promotion
- Applying ISO 20000 skills to consulting opportunities
- Pursuing advanced certifications and specialisations
- Joining the global alumni network
- Accessing post-course job resources and opportunities
- Staying updated via industry alerts
- Mentoring others using your implementation experience
- Contributing to best practice communities
- Unlocking your next career milestone with confidence
- Accessing downloadable policy templates
- Using the gap analysis worksheet
- Applying the master document register template
- Customising SLA and OLA templates
- Using the change risk assessment matrix
- Implementing the internal audit checklist
- Adapting the management review agenda
- Deploying the continual improvement register
- Using the supplier evaluation scorecard
- Applying the service continuity test plan
- Implementing the configuration audit checklist
- Using the capacity forecast model
- Applying incident and problem trend templates
- Deploying SMS dashboard reports
- Accessing real-world case studies and annotated examples