Mastering ISO 20000 Implementation and Self-Assessment
You’re under pressure. Your team needs to streamline IT service delivery, meet international compliance standards, and prove operational maturity-fast. But where do you start? The ISO 20000 framework is powerful, but without clear guidance, it becomes another box-ticking exercise that drains time and resources. Most organisations fail at ISO 20000 implementation not because of complexity, but because they lack a structured, step-by-step roadmap. They jump into audits unprepared, misalign processes, and waste months fixing preventable gaps. You’re not alone if you’ve felt stuck, unsure whether your current practices meet the standard-or if a certification body would even accept them. Mastering ISO 20000 Implementation and Self-Assessment is not just another theory course. It’s your complete, actionable blueprint to go from uncertainty to a fully mapped, board-ready ISO 20000-compliant service management system in as little as 60 days. This course gives you the precise methodology used by top consulting firms-now distilled into a self-guided, results-driven system. Take it from Sarah Chen, IT Governance Lead at a multinational financial services firm, who used this exact process to achieve certification across three regions in under five months. “Before this course, we were overwhelmed by vague checklists and fragmented advice. Now, we have a living framework that passes every audit and impresses our stakeholders. My team saved over 200 hours and secured a 15% increase in operational efficiency.” This isn’t about memorising clauses. It’s about building institutional confidence, reducing audit risk, and transforming your IT service culture with a globally recognised standard that speaks louder than words. Here’s how this course is structured to help you get there.Course Format & Delivery Details Fully Self-Paced, On-Demand Access
This course is designed for professionals like you-busy, accountable, and results-driven. Enrol once, begin immediately, and progress at your own pace without fixed deadlines or mandatory attendance. Whether you have 30 minutes a day or full days to devote, the structure adapts to your reality. Lifetime Access + Continuous Updates
You’re not buying a single course-you’re gaining permanent access to an evolving ISO 20000 mastery system. As compliance expectations, audit practices, and implementation techniques evolve, your course materials are updated at no extra cost. No subscriptions. No surprises. Typical Completion: 5–8 Weeks | First Results in 7 Days
Most learners complete the full course in 5 to 8 weeks while working full time. However, you can implement your first self-assessment and generate a gap analysis report within your first week. Real clarity, tangible outcomes-fast. Mobile-Friendly, 24/7 Global Access
Access your materials from any device worldwide. Whether you're reviewing audit criteria on your morning commute or preparing for a board meeting from your tablet, your progress syncs seamlessly across platforms. Direct Instructor Guidance & Support
Every module includes built-in guidance pathways and structured reflection prompts. While the course is self-directed, you’re never alone. Our support channel offers clarity on complex clauses, interpretation nuances, and practical implementation scenarios with responses typically within one business day. Certificate of Completion Issued by The Art of Service
Upon finishing, you’ll receive a formal Certificate of Completion issued by The Art of Service, a globally recognised authority in professional frameworks and compliance training. This certificate is shareable on LinkedIn, verifiable via secure URL, and trusted by IT leaders in over 70 countries. No Hidden Fees. Transparent, One-Time Payment.
The price you see is the price you pay. One straightforward fee. No add-ons, no upsells, no recurring charges. You invest once and gain lifetime ownership of your learning path. Payment Methods Accepted
- Visa
- Mastercard
- PayPal
100% Money-Back Guarantee: Satisfied or Refunded
We eliminate your risk. If you complete the first two modules and don’t believe this course will deliver career value, simply reach out within 30 days for a full refund-no questions asked. Your investment is protected. Immediate Confirmation, Clear Access Flow
After registration, you’ll receive a confirmation email. Once your course materials are prepared, your access details will be sent in a separate email. There’s no automated instant login because quality requires verification, security, and integrity. You’ll gain entry when everything is ready and tested. This Course Works Even If...
- You’ve never worked with formal service management frameworks before
- Your organisation uses mixed IT processes with no central governance
- You lack executive buy-in or dedicated budget for consultants
- You’re auditing an existing system rather than building one from scratch
- You’ve been burned by overly academic or impractical compliance training in the past
Real-World Role-Specific Confidence
IT Managers use this course to create audit-ready self-assessments and lead internal alignment. Compliance Officers rely on its gap analysis templates to accelerate certification. Consultants deploy the methodology to deliver client-ready frameworks in weeks, not months. Whether you're in banking, healthcare, government, or SaaS, the structure is adaptable and proven. No Risk. Maximum Clarity. Total Control.
You’re not gambling on hope-you’re investing in a repeatable, documented, and auditable process backed by a globally recognised provider. This is your safety net, your roadmap, and your performance edge-all in one.
Module 1: Foundations of ISO 20000 and Service Management - Understanding the global role of ISO 20000 in IT service management
- Historical evolution of ISO 20000 and its alignment with other standards
- Core principles of service management as defined by ISO 20000
- Differentiating ISO 20000 from ITIL, COBIT, and ISO 27001
- Identifying the scope and intent of ISO 20000-1, -2, and -3
- Recognising the business value of implementing ISO 20000
- Defining service management system (SMS) scope within an organisation
- Mapping organisational structure to service management responsibilities
- Establishing leadership commitment and policy alignment
- Conducting a preliminary readiness assessment
Module 2: Leadership and Governance for ISO Compliance - Establishing clear leadership roles and accountability for SMS
- Defining and documenting the service management policy
- Aligning strategic objectives with ISO 20000 implementation
- Creating a governance framework for ongoing compliance
- Assigning responsibilities for risk management and performance
- Introducing the organisational roles: process owners, auditors, and custodians
- Developing a communication strategy for internal stakeholders
- Integrating SMS with executive reporting and board-level reviews
- Balancing compliance with operational agility
- Securing cross-departmental buy-in for service management changes
Module 3: Planning the ISO 20000 Implementation Project - Developing a phased implementation roadmap
- Setting realistic timelines and milestones
- Allocating internal resources and identifying skill gaps
- Creating a project charter with clear KPIs
- Performing a stakeholder analysis and mapping influence
- Estimating implementation costs and justifying ROI
- Integrating change management principles into planning
- Selecting internal champions and forming a core team
- Defining success criteria for each phase
- Building contingency plans for common implementation delays
Module 4: Service Management System (SMS) Design Principles - Designing the SMS architecture for scalability and audit readiness
- Defining control objectives and compliance requirements
- Mapping business services to SMS processes
- Selecting appropriate document control standards
- Establishing version control and review cycles
- Designing a centralised repository for SMS documentation
- Creating process flow diagrams using standard notation
- Ensuring alignment between SMS and existing business architecture
- Designing for continuity and resilience across disruptions
- Incorporating lessons learned from past audits and failures
Module 5: Documenting Policies, Processes, and Procedures - Structuring mandatory policies as required by ISO 20000
- Writing the Service Management Policy with regulatory clarity
- Documenting service level management procedures
- Creating incident management workflows and escalation rules
- Standardising request fulfilment documentation
- Developing change evaluation and authorisation procedures
- Documenting configuration management practices
- Detailing service continuity and availability plans
- Formalising provider management and third-party oversight
- Establishing performance measurement reporting formats
Module 6: Service Delivery Processes and Controls - Implementing service level agreements (SLAs) across departments
- Defining service targets using SMART criteria
- Monitoring SLA compliance with control charts and dashboards
- Conducting service reviews with stakeholders and customers
- Establishing business relationship management protocols
- Managing service portfolio consistency and relevance
- Aligning budgeting and accounting with service cost models
- Documenting business continuity requirements in service design
- Applying availability management techniques to critical services
- Planning capacity management based on usage patterns and forecasts
Module 7: Relationship and Supplier Management - Classifying supplier types and their risk profiles
- Developing supplier contracts with embedded compliance clauses
- Mapping external dependencies to internal service processes
- Conducting supplier performance reviews and scorecards
- Managing subcontractor oversight in multi-tier arrangements
- Establishing incident escalation paths with external providers
- Integrating supplier outputs into internal service reporting
- Handling contract renewals and exit strategies
- Creating service integration and management (SIAM) frameworks
- Mitigating single-source dependency risks
Module 8: Resolution and Control Processes - Designing an end-to-end incident management system
- Creating known error databases and workaround documentation
- Implementing prioritisation matrices for incident response
- Establishing major incident management procedures
- Integrating problem management with root cause analysis
- Using fishbone diagrams and 5 Whys for problem investigation
- Tracking problem resolution with closure justification
- Defining request fulfilment workflows for standard changes
- Creating service request catalogues with clear ownership
- Measuring resolution performance with MTTR and backlog trends
Module 9: Change, Configuration, and Release Management - Designing a change management process aligned with ISO 20000
- Classifying changes by impact, urgency, and risk level
- Defining change advisory board (CAB) roles and operation
- Creating change models for standard, normal, and emergency changes
- Documenting rollback and backout procedures
- Implementing configuration management database (CMDB) standards
- Defining configuration items (CIs) and their relationships
- Establishing CI identification and tagging conventions
- Updating configuration records after changes
- Linking release and deployment management to change control
- Creating release calendars and communication plans
- Validating release success with post-implementation reviews
Module 10: Security, Continuity, and Risk Management - Integrating ISO 20000 security controls with ISO 27001
- Conducting risk assessments specific to service delivery
- Identifying critical services and dependency mapping
- Developing business impact analyses (BIA) for key functions
- Creating disaster recovery and fallback procedures
- Designing service continuity plans with test schedules
- Implementing data protection and confidentiality controls
- Managing unauthorised access and breach detection
- Ensuring cryptographic protection of sensitive data
- Establishing access rights and user provisioning rules
Module 11: Performance Evaluation and Internal Auditing - Defining key performance indicators (KPIs) for each process
- Setting baseline measurements and improvement targets
- Conducting process maturity assessments using standard models
- Designing internal audit checklists based on ISO 20000 clauses
- Selecting qualified internal auditors and managing conflicts
- Planning audit frequency and coverage scope
- Executing audit walkthroughs and evidence collection
- Reporting audit findings with clear non-conformance statements
- Assigning corrective actions with ownership and deadlines
- Verifying closure of audit findings with evidence
- Integrating audit results into management review meetings
- Preparing for certification body audits with internal dry runs
Module 12: Management Review and Continuous Improvement - Conducting formal management reviews of the SMS
- Agenda design for executive-level review meetings
- Reporting on compliance, performance, and risk status
- Evaluating resource adequacy and investment needs
- Reviewing effectiveness of corrective and preventive actions
- Identifying opportunities for process optimisation
- Updating SMS documentation based on review outcomes
- Establishing a culture of continual service improvement
- Applying the PDCA (Plan-Do-Check-Act) cycle to SMS
- Linking improvement initiatives to business outcomes
Module 13: Self-Assessment Framework and Gap Analysis - Understanding the purpose and value of self-assessments
- Building a custom self-assessment checklist aligned with ISO 20000-1
- Conducting a baseline gap analysis across all clauses
- Scoring compliance levels using a consistent rating system
- Documenting evidence references for each requirement
- Identifying minor, major, and critical gaps
- Prioritising gaps based on risk and impact
- Creating action plans with timelines and owners
- Tracking gap closure progress over time
- Using self-assessment results to demonstrate readiness to auditors
Module 14: Preparing for Certification and External Audit - Selecting a reputable certification body and understanding their process
- Submitting documentation and scheduling stage 1 and stage 2 audits
- Prefilling audit intake forms with accurate organisational data
- Preparing staff for interview scenarios with auditors
- Organising physical and digital evidence ahead of audit
- Conducting mock audits to simulate real evaluation conditions
- Clarifying auditor expectations around evidence depth
- Understanding the non-conformance grading system
- Responding to observations and corrective action requests
- Submitting evidence packages for remote audit components
- Obtaining final certification and maintaining scope validity
- Planning surveillance audit preparation cycles
Module 15: Integration with Other Frameworks and Standards - Mapping ISO 20000 to ITIL 4 practices
- Aligning incident and problem management with COBIT DSS domains
- Integrating service continuity plans with business continuity standards
- Synchronising change control with DevOps release pipelines
- Bridging cloud operations with ISO 20000-1 requirements
- Harmonising SMS with enterprise architecture frameworks
- Linking IT financial management to chargeback and showback models
- Connecting SMS to cybersecurity risk frameworks
- Using ISO 31000 principles for service-related risk assessments
- Ensuring compliance overlaps do not create redundancy
Module 16: Advanced Implementation Scenarios and Customisation - Scaling ISO 20000 across multinational organisations
- Adapting SMS for hybrid and remote service delivery models
- Implementing SMS in Agile and DevOps environments
- Customising processes for small IT teams with limited resources
- Introducing automation into service management workflows
- Using AI-powered analytics to predict service risks
- Integrating SMS with cloud service providers and MSPs
- Deploying SMS for shared services and centralised IT
- Applying SMS principles to digital transformation initiatives
- Extending SMS to non-traditional IT functions such as HR tech and finance systems
Module 17: Career Advancement and Professional Credibility - Positioning your ISO 20000 expertise in job applications and promotions
- Building a personal brand as a service management leader
- Translating course outcomes into measurable results for performance reviews
- Using the Certificate of Completion to gain recognition
- Adding verifiable proof of training to your LinkedIn profile
- Networking with peers through professional communities
- Preparing for advanced certifications in service management
- Becoming a go-to resource for governance and compliance
- Demonstrating ROI from process improvements initiated during the course
- Transitioning from technician to strategic advisor with structured knowledge
Module 18: Final Implementation Roadmap and Certification Audit Kit - Compiling all required documentation into a single audit-ready package
- Validating document consistency and version accuracy
- Ensuring all mandatory clauses are explicitly addressed
- Finalising the self-assessment report for executive review
- Generating a certification readiness dashboard
- Creating a handover package for external auditors
- Developing a post-certification maintenance schedule
- Planning annual review cycles and management updates
- Establishing training routines for new staff on SMS processes
- Launching a continuous improvement registry for ongoing enhancements
- Linking the SMS to annual strategic planning cycles
- Measuring long-term impact on service quality and customer satisfaction
- Ensuring your organisation remains audit-ready at all times
- Empowering teams to own their parts of the SMS with accountability
- Unlocking operational efficiency, stakeholder trust, and global recognition
- Understanding the global role of ISO 20000 in IT service management
- Historical evolution of ISO 20000 and its alignment with other standards
- Core principles of service management as defined by ISO 20000
- Differentiating ISO 20000 from ITIL, COBIT, and ISO 27001
- Identifying the scope and intent of ISO 20000-1, -2, and -3
- Recognising the business value of implementing ISO 20000
- Defining service management system (SMS) scope within an organisation
- Mapping organisational structure to service management responsibilities
- Establishing leadership commitment and policy alignment
- Conducting a preliminary readiness assessment
Module 2: Leadership and Governance for ISO Compliance - Establishing clear leadership roles and accountability for SMS
- Defining and documenting the service management policy
- Aligning strategic objectives with ISO 20000 implementation
- Creating a governance framework for ongoing compliance
- Assigning responsibilities for risk management and performance
- Introducing the organisational roles: process owners, auditors, and custodians
- Developing a communication strategy for internal stakeholders
- Integrating SMS with executive reporting and board-level reviews
- Balancing compliance with operational agility
- Securing cross-departmental buy-in for service management changes
Module 3: Planning the ISO 20000 Implementation Project - Developing a phased implementation roadmap
- Setting realistic timelines and milestones
- Allocating internal resources and identifying skill gaps
- Creating a project charter with clear KPIs
- Performing a stakeholder analysis and mapping influence
- Estimating implementation costs and justifying ROI
- Integrating change management principles into planning
- Selecting internal champions and forming a core team
- Defining success criteria for each phase
- Building contingency plans for common implementation delays
Module 4: Service Management System (SMS) Design Principles - Designing the SMS architecture for scalability and audit readiness
- Defining control objectives and compliance requirements
- Mapping business services to SMS processes
- Selecting appropriate document control standards
- Establishing version control and review cycles
- Designing a centralised repository for SMS documentation
- Creating process flow diagrams using standard notation
- Ensuring alignment between SMS and existing business architecture
- Designing for continuity and resilience across disruptions
- Incorporating lessons learned from past audits and failures
Module 5: Documenting Policies, Processes, and Procedures - Structuring mandatory policies as required by ISO 20000
- Writing the Service Management Policy with regulatory clarity
- Documenting service level management procedures
- Creating incident management workflows and escalation rules
- Standardising request fulfilment documentation
- Developing change evaluation and authorisation procedures
- Documenting configuration management practices
- Detailing service continuity and availability plans
- Formalising provider management and third-party oversight
- Establishing performance measurement reporting formats
Module 6: Service Delivery Processes and Controls - Implementing service level agreements (SLAs) across departments
- Defining service targets using SMART criteria
- Monitoring SLA compliance with control charts and dashboards
- Conducting service reviews with stakeholders and customers
- Establishing business relationship management protocols
- Managing service portfolio consistency and relevance
- Aligning budgeting and accounting with service cost models
- Documenting business continuity requirements in service design
- Applying availability management techniques to critical services
- Planning capacity management based on usage patterns and forecasts
Module 7: Relationship and Supplier Management - Classifying supplier types and their risk profiles
- Developing supplier contracts with embedded compliance clauses
- Mapping external dependencies to internal service processes
- Conducting supplier performance reviews and scorecards
- Managing subcontractor oversight in multi-tier arrangements
- Establishing incident escalation paths with external providers
- Integrating supplier outputs into internal service reporting
- Handling contract renewals and exit strategies
- Creating service integration and management (SIAM) frameworks
- Mitigating single-source dependency risks
Module 8: Resolution and Control Processes - Designing an end-to-end incident management system
- Creating known error databases and workaround documentation
- Implementing prioritisation matrices for incident response
- Establishing major incident management procedures
- Integrating problem management with root cause analysis
- Using fishbone diagrams and 5 Whys for problem investigation
- Tracking problem resolution with closure justification
- Defining request fulfilment workflows for standard changes
- Creating service request catalogues with clear ownership
- Measuring resolution performance with MTTR and backlog trends
Module 9: Change, Configuration, and Release Management - Designing a change management process aligned with ISO 20000
- Classifying changes by impact, urgency, and risk level
- Defining change advisory board (CAB) roles and operation
- Creating change models for standard, normal, and emergency changes
- Documenting rollback and backout procedures
- Implementing configuration management database (CMDB) standards
- Defining configuration items (CIs) and their relationships
- Establishing CI identification and tagging conventions
- Updating configuration records after changes
- Linking release and deployment management to change control
- Creating release calendars and communication plans
- Validating release success with post-implementation reviews
Module 10: Security, Continuity, and Risk Management - Integrating ISO 20000 security controls with ISO 27001
- Conducting risk assessments specific to service delivery
- Identifying critical services and dependency mapping
- Developing business impact analyses (BIA) for key functions
- Creating disaster recovery and fallback procedures
- Designing service continuity plans with test schedules
- Implementing data protection and confidentiality controls
- Managing unauthorised access and breach detection
- Ensuring cryptographic protection of sensitive data
- Establishing access rights and user provisioning rules
Module 11: Performance Evaluation and Internal Auditing - Defining key performance indicators (KPIs) for each process
- Setting baseline measurements and improvement targets
- Conducting process maturity assessments using standard models
- Designing internal audit checklists based on ISO 20000 clauses
- Selecting qualified internal auditors and managing conflicts
- Planning audit frequency and coverage scope
- Executing audit walkthroughs and evidence collection
- Reporting audit findings with clear non-conformance statements
- Assigning corrective actions with ownership and deadlines
- Verifying closure of audit findings with evidence
- Integrating audit results into management review meetings
- Preparing for certification body audits with internal dry runs
Module 12: Management Review and Continuous Improvement - Conducting formal management reviews of the SMS
- Agenda design for executive-level review meetings
- Reporting on compliance, performance, and risk status
- Evaluating resource adequacy and investment needs
- Reviewing effectiveness of corrective and preventive actions
- Identifying opportunities for process optimisation
- Updating SMS documentation based on review outcomes
- Establishing a culture of continual service improvement
- Applying the PDCA (Plan-Do-Check-Act) cycle to SMS
- Linking improvement initiatives to business outcomes
Module 13: Self-Assessment Framework and Gap Analysis - Understanding the purpose and value of self-assessments
- Building a custom self-assessment checklist aligned with ISO 20000-1
- Conducting a baseline gap analysis across all clauses
- Scoring compliance levels using a consistent rating system
- Documenting evidence references for each requirement
- Identifying minor, major, and critical gaps
- Prioritising gaps based on risk and impact
- Creating action plans with timelines and owners
- Tracking gap closure progress over time
- Using self-assessment results to demonstrate readiness to auditors
Module 14: Preparing for Certification and External Audit - Selecting a reputable certification body and understanding their process
- Submitting documentation and scheduling stage 1 and stage 2 audits
- Prefilling audit intake forms with accurate organisational data
- Preparing staff for interview scenarios with auditors
- Organising physical and digital evidence ahead of audit
- Conducting mock audits to simulate real evaluation conditions
- Clarifying auditor expectations around evidence depth
- Understanding the non-conformance grading system
- Responding to observations and corrective action requests
- Submitting evidence packages for remote audit components
- Obtaining final certification and maintaining scope validity
- Planning surveillance audit preparation cycles
Module 15: Integration with Other Frameworks and Standards - Mapping ISO 20000 to ITIL 4 practices
- Aligning incident and problem management with COBIT DSS domains
- Integrating service continuity plans with business continuity standards
- Synchronising change control with DevOps release pipelines
- Bridging cloud operations with ISO 20000-1 requirements
- Harmonising SMS with enterprise architecture frameworks
- Linking IT financial management to chargeback and showback models
- Connecting SMS to cybersecurity risk frameworks
- Using ISO 31000 principles for service-related risk assessments
- Ensuring compliance overlaps do not create redundancy
Module 16: Advanced Implementation Scenarios and Customisation - Scaling ISO 20000 across multinational organisations
- Adapting SMS for hybrid and remote service delivery models
- Implementing SMS in Agile and DevOps environments
- Customising processes for small IT teams with limited resources
- Introducing automation into service management workflows
- Using AI-powered analytics to predict service risks
- Integrating SMS with cloud service providers and MSPs
- Deploying SMS for shared services and centralised IT
- Applying SMS principles to digital transformation initiatives
- Extending SMS to non-traditional IT functions such as HR tech and finance systems
Module 17: Career Advancement and Professional Credibility - Positioning your ISO 20000 expertise in job applications and promotions
- Building a personal brand as a service management leader
- Translating course outcomes into measurable results for performance reviews
- Using the Certificate of Completion to gain recognition
- Adding verifiable proof of training to your LinkedIn profile
- Networking with peers through professional communities
- Preparing for advanced certifications in service management
- Becoming a go-to resource for governance and compliance
- Demonstrating ROI from process improvements initiated during the course
- Transitioning from technician to strategic advisor with structured knowledge
Module 18: Final Implementation Roadmap and Certification Audit Kit - Compiling all required documentation into a single audit-ready package
- Validating document consistency and version accuracy
- Ensuring all mandatory clauses are explicitly addressed
- Finalising the self-assessment report for executive review
- Generating a certification readiness dashboard
- Creating a handover package for external auditors
- Developing a post-certification maintenance schedule
- Planning annual review cycles and management updates
- Establishing training routines for new staff on SMS processes
- Launching a continuous improvement registry for ongoing enhancements
- Linking the SMS to annual strategic planning cycles
- Measuring long-term impact on service quality and customer satisfaction
- Ensuring your organisation remains audit-ready at all times
- Empowering teams to own their parts of the SMS with accountability
- Unlocking operational efficiency, stakeholder trust, and global recognition
- Developing a phased implementation roadmap
- Setting realistic timelines and milestones
- Allocating internal resources and identifying skill gaps
- Creating a project charter with clear KPIs
- Performing a stakeholder analysis and mapping influence
- Estimating implementation costs and justifying ROI
- Integrating change management principles into planning
- Selecting internal champions and forming a core team
- Defining success criteria for each phase
- Building contingency plans for common implementation delays
Module 4: Service Management System (SMS) Design Principles - Designing the SMS architecture for scalability and audit readiness
- Defining control objectives and compliance requirements
- Mapping business services to SMS processes
- Selecting appropriate document control standards
- Establishing version control and review cycles
- Designing a centralised repository for SMS documentation
- Creating process flow diagrams using standard notation
- Ensuring alignment between SMS and existing business architecture
- Designing for continuity and resilience across disruptions
- Incorporating lessons learned from past audits and failures
Module 5: Documenting Policies, Processes, and Procedures - Structuring mandatory policies as required by ISO 20000
- Writing the Service Management Policy with regulatory clarity
- Documenting service level management procedures
- Creating incident management workflows and escalation rules
- Standardising request fulfilment documentation
- Developing change evaluation and authorisation procedures
- Documenting configuration management practices
- Detailing service continuity and availability plans
- Formalising provider management and third-party oversight
- Establishing performance measurement reporting formats
Module 6: Service Delivery Processes and Controls - Implementing service level agreements (SLAs) across departments
- Defining service targets using SMART criteria
- Monitoring SLA compliance with control charts and dashboards
- Conducting service reviews with stakeholders and customers
- Establishing business relationship management protocols
- Managing service portfolio consistency and relevance
- Aligning budgeting and accounting with service cost models
- Documenting business continuity requirements in service design
- Applying availability management techniques to critical services
- Planning capacity management based on usage patterns and forecasts
Module 7: Relationship and Supplier Management - Classifying supplier types and their risk profiles
- Developing supplier contracts with embedded compliance clauses
- Mapping external dependencies to internal service processes
- Conducting supplier performance reviews and scorecards
- Managing subcontractor oversight in multi-tier arrangements
- Establishing incident escalation paths with external providers
- Integrating supplier outputs into internal service reporting
- Handling contract renewals and exit strategies
- Creating service integration and management (SIAM) frameworks
- Mitigating single-source dependency risks
Module 8: Resolution and Control Processes - Designing an end-to-end incident management system
- Creating known error databases and workaround documentation
- Implementing prioritisation matrices for incident response
- Establishing major incident management procedures
- Integrating problem management with root cause analysis
- Using fishbone diagrams and 5 Whys for problem investigation
- Tracking problem resolution with closure justification
- Defining request fulfilment workflows for standard changes
- Creating service request catalogues with clear ownership
- Measuring resolution performance with MTTR and backlog trends
Module 9: Change, Configuration, and Release Management - Designing a change management process aligned with ISO 20000
- Classifying changes by impact, urgency, and risk level
- Defining change advisory board (CAB) roles and operation
- Creating change models for standard, normal, and emergency changes
- Documenting rollback and backout procedures
- Implementing configuration management database (CMDB) standards
- Defining configuration items (CIs) and their relationships
- Establishing CI identification and tagging conventions
- Updating configuration records after changes
- Linking release and deployment management to change control
- Creating release calendars and communication plans
- Validating release success with post-implementation reviews
Module 10: Security, Continuity, and Risk Management - Integrating ISO 20000 security controls with ISO 27001
- Conducting risk assessments specific to service delivery
- Identifying critical services and dependency mapping
- Developing business impact analyses (BIA) for key functions
- Creating disaster recovery and fallback procedures
- Designing service continuity plans with test schedules
- Implementing data protection and confidentiality controls
- Managing unauthorised access and breach detection
- Ensuring cryptographic protection of sensitive data
- Establishing access rights and user provisioning rules
Module 11: Performance Evaluation and Internal Auditing - Defining key performance indicators (KPIs) for each process
- Setting baseline measurements and improvement targets
- Conducting process maturity assessments using standard models
- Designing internal audit checklists based on ISO 20000 clauses
- Selecting qualified internal auditors and managing conflicts
- Planning audit frequency and coverage scope
- Executing audit walkthroughs and evidence collection
- Reporting audit findings with clear non-conformance statements
- Assigning corrective actions with ownership and deadlines
- Verifying closure of audit findings with evidence
- Integrating audit results into management review meetings
- Preparing for certification body audits with internal dry runs
Module 12: Management Review and Continuous Improvement - Conducting formal management reviews of the SMS
- Agenda design for executive-level review meetings
- Reporting on compliance, performance, and risk status
- Evaluating resource adequacy and investment needs
- Reviewing effectiveness of corrective and preventive actions
- Identifying opportunities for process optimisation
- Updating SMS documentation based on review outcomes
- Establishing a culture of continual service improvement
- Applying the PDCA (Plan-Do-Check-Act) cycle to SMS
- Linking improvement initiatives to business outcomes
Module 13: Self-Assessment Framework and Gap Analysis - Understanding the purpose and value of self-assessments
- Building a custom self-assessment checklist aligned with ISO 20000-1
- Conducting a baseline gap analysis across all clauses
- Scoring compliance levels using a consistent rating system
- Documenting evidence references for each requirement
- Identifying minor, major, and critical gaps
- Prioritising gaps based on risk and impact
- Creating action plans with timelines and owners
- Tracking gap closure progress over time
- Using self-assessment results to demonstrate readiness to auditors
Module 14: Preparing for Certification and External Audit - Selecting a reputable certification body and understanding their process
- Submitting documentation and scheduling stage 1 and stage 2 audits
- Prefilling audit intake forms with accurate organisational data
- Preparing staff for interview scenarios with auditors
- Organising physical and digital evidence ahead of audit
- Conducting mock audits to simulate real evaluation conditions
- Clarifying auditor expectations around evidence depth
- Understanding the non-conformance grading system
- Responding to observations and corrective action requests
- Submitting evidence packages for remote audit components
- Obtaining final certification and maintaining scope validity
- Planning surveillance audit preparation cycles
Module 15: Integration with Other Frameworks and Standards - Mapping ISO 20000 to ITIL 4 practices
- Aligning incident and problem management with COBIT DSS domains
- Integrating service continuity plans with business continuity standards
- Synchronising change control with DevOps release pipelines
- Bridging cloud operations with ISO 20000-1 requirements
- Harmonising SMS with enterprise architecture frameworks
- Linking IT financial management to chargeback and showback models
- Connecting SMS to cybersecurity risk frameworks
- Using ISO 31000 principles for service-related risk assessments
- Ensuring compliance overlaps do not create redundancy
Module 16: Advanced Implementation Scenarios and Customisation - Scaling ISO 20000 across multinational organisations
- Adapting SMS for hybrid and remote service delivery models
- Implementing SMS in Agile and DevOps environments
- Customising processes for small IT teams with limited resources
- Introducing automation into service management workflows
- Using AI-powered analytics to predict service risks
- Integrating SMS with cloud service providers and MSPs
- Deploying SMS for shared services and centralised IT
- Applying SMS principles to digital transformation initiatives
- Extending SMS to non-traditional IT functions such as HR tech and finance systems
Module 17: Career Advancement and Professional Credibility - Positioning your ISO 20000 expertise in job applications and promotions
- Building a personal brand as a service management leader
- Translating course outcomes into measurable results for performance reviews
- Using the Certificate of Completion to gain recognition
- Adding verifiable proof of training to your LinkedIn profile
- Networking with peers through professional communities
- Preparing for advanced certifications in service management
- Becoming a go-to resource for governance and compliance
- Demonstrating ROI from process improvements initiated during the course
- Transitioning from technician to strategic advisor with structured knowledge
Module 18: Final Implementation Roadmap and Certification Audit Kit - Compiling all required documentation into a single audit-ready package
- Validating document consistency and version accuracy
- Ensuring all mandatory clauses are explicitly addressed
- Finalising the self-assessment report for executive review
- Generating a certification readiness dashboard
- Creating a handover package for external auditors
- Developing a post-certification maintenance schedule
- Planning annual review cycles and management updates
- Establishing training routines for new staff on SMS processes
- Launching a continuous improvement registry for ongoing enhancements
- Linking the SMS to annual strategic planning cycles
- Measuring long-term impact on service quality and customer satisfaction
- Ensuring your organisation remains audit-ready at all times
- Empowering teams to own their parts of the SMS with accountability
- Unlocking operational efficiency, stakeholder trust, and global recognition
- Structuring mandatory policies as required by ISO 20000
- Writing the Service Management Policy with regulatory clarity
- Documenting service level management procedures
- Creating incident management workflows and escalation rules
- Standardising request fulfilment documentation
- Developing change evaluation and authorisation procedures
- Documenting configuration management practices
- Detailing service continuity and availability plans
- Formalising provider management and third-party oversight
- Establishing performance measurement reporting formats
Module 6: Service Delivery Processes and Controls - Implementing service level agreements (SLAs) across departments
- Defining service targets using SMART criteria
- Monitoring SLA compliance with control charts and dashboards
- Conducting service reviews with stakeholders and customers
- Establishing business relationship management protocols
- Managing service portfolio consistency and relevance
- Aligning budgeting and accounting with service cost models
- Documenting business continuity requirements in service design
- Applying availability management techniques to critical services
- Planning capacity management based on usage patterns and forecasts
Module 7: Relationship and Supplier Management - Classifying supplier types and their risk profiles
- Developing supplier contracts with embedded compliance clauses
- Mapping external dependencies to internal service processes
- Conducting supplier performance reviews and scorecards
- Managing subcontractor oversight in multi-tier arrangements
- Establishing incident escalation paths with external providers
- Integrating supplier outputs into internal service reporting
- Handling contract renewals and exit strategies
- Creating service integration and management (SIAM) frameworks
- Mitigating single-source dependency risks
Module 8: Resolution and Control Processes - Designing an end-to-end incident management system
- Creating known error databases and workaround documentation
- Implementing prioritisation matrices for incident response
- Establishing major incident management procedures
- Integrating problem management with root cause analysis
- Using fishbone diagrams and 5 Whys for problem investigation
- Tracking problem resolution with closure justification
- Defining request fulfilment workflows for standard changes
- Creating service request catalogues with clear ownership
- Measuring resolution performance with MTTR and backlog trends
Module 9: Change, Configuration, and Release Management - Designing a change management process aligned with ISO 20000
- Classifying changes by impact, urgency, and risk level
- Defining change advisory board (CAB) roles and operation
- Creating change models for standard, normal, and emergency changes
- Documenting rollback and backout procedures
- Implementing configuration management database (CMDB) standards
- Defining configuration items (CIs) and their relationships
- Establishing CI identification and tagging conventions
- Updating configuration records after changes
- Linking release and deployment management to change control
- Creating release calendars and communication plans
- Validating release success with post-implementation reviews
Module 10: Security, Continuity, and Risk Management - Integrating ISO 20000 security controls with ISO 27001
- Conducting risk assessments specific to service delivery
- Identifying critical services and dependency mapping
- Developing business impact analyses (BIA) for key functions
- Creating disaster recovery and fallback procedures
- Designing service continuity plans with test schedules
- Implementing data protection and confidentiality controls
- Managing unauthorised access and breach detection
- Ensuring cryptographic protection of sensitive data
- Establishing access rights and user provisioning rules
Module 11: Performance Evaluation and Internal Auditing - Defining key performance indicators (KPIs) for each process
- Setting baseline measurements and improvement targets
- Conducting process maturity assessments using standard models
- Designing internal audit checklists based on ISO 20000 clauses
- Selecting qualified internal auditors and managing conflicts
- Planning audit frequency and coverage scope
- Executing audit walkthroughs and evidence collection
- Reporting audit findings with clear non-conformance statements
- Assigning corrective actions with ownership and deadlines
- Verifying closure of audit findings with evidence
- Integrating audit results into management review meetings
- Preparing for certification body audits with internal dry runs
Module 12: Management Review and Continuous Improvement - Conducting formal management reviews of the SMS
- Agenda design for executive-level review meetings
- Reporting on compliance, performance, and risk status
- Evaluating resource adequacy and investment needs
- Reviewing effectiveness of corrective and preventive actions
- Identifying opportunities for process optimisation
- Updating SMS documentation based on review outcomes
- Establishing a culture of continual service improvement
- Applying the PDCA (Plan-Do-Check-Act) cycle to SMS
- Linking improvement initiatives to business outcomes
Module 13: Self-Assessment Framework and Gap Analysis - Understanding the purpose and value of self-assessments
- Building a custom self-assessment checklist aligned with ISO 20000-1
- Conducting a baseline gap analysis across all clauses
- Scoring compliance levels using a consistent rating system
- Documenting evidence references for each requirement
- Identifying minor, major, and critical gaps
- Prioritising gaps based on risk and impact
- Creating action plans with timelines and owners
- Tracking gap closure progress over time
- Using self-assessment results to demonstrate readiness to auditors
Module 14: Preparing for Certification and External Audit - Selecting a reputable certification body and understanding their process
- Submitting documentation and scheduling stage 1 and stage 2 audits
- Prefilling audit intake forms with accurate organisational data
- Preparing staff for interview scenarios with auditors
- Organising physical and digital evidence ahead of audit
- Conducting mock audits to simulate real evaluation conditions
- Clarifying auditor expectations around evidence depth
- Understanding the non-conformance grading system
- Responding to observations and corrective action requests
- Submitting evidence packages for remote audit components
- Obtaining final certification and maintaining scope validity
- Planning surveillance audit preparation cycles
Module 15: Integration with Other Frameworks and Standards - Mapping ISO 20000 to ITIL 4 practices
- Aligning incident and problem management with COBIT DSS domains
- Integrating service continuity plans with business continuity standards
- Synchronising change control with DevOps release pipelines
- Bridging cloud operations with ISO 20000-1 requirements
- Harmonising SMS with enterprise architecture frameworks
- Linking IT financial management to chargeback and showback models
- Connecting SMS to cybersecurity risk frameworks
- Using ISO 31000 principles for service-related risk assessments
- Ensuring compliance overlaps do not create redundancy
Module 16: Advanced Implementation Scenarios and Customisation - Scaling ISO 20000 across multinational organisations
- Adapting SMS for hybrid and remote service delivery models
- Implementing SMS in Agile and DevOps environments
- Customising processes for small IT teams with limited resources
- Introducing automation into service management workflows
- Using AI-powered analytics to predict service risks
- Integrating SMS with cloud service providers and MSPs
- Deploying SMS for shared services and centralised IT
- Applying SMS principles to digital transformation initiatives
- Extending SMS to non-traditional IT functions such as HR tech and finance systems
Module 17: Career Advancement and Professional Credibility - Positioning your ISO 20000 expertise in job applications and promotions
- Building a personal brand as a service management leader
- Translating course outcomes into measurable results for performance reviews
- Using the Certificate of Completion to gain recognition
- Adding verifiable proof of training to your LinkedIn profile
- Networking with peers through professional communities
- Preparing for advanced certifications in service management
- Becoming a go-to resource for governance and compliance
- Demonstrating ROI from process improvements initiated during the course
- Transitioning from technician to strategic advisor with structured knowledge
Module 18: Final Implementation Roadmap and Certification Audit Kit - Compiling all required documentation into a single audit-ready package
- Validating document consistency and version accuracy
- Ensuring all mandatory clauses are explicitly addressed
- Finalising the self-assessment report for executive review
- Generating a certification readiness dashboard
- Creating a handover package for external auditors
- Developing a post-certification maintenance schedule
- Planning annual review cycles and management updates
- Establishing training routines for new staff on SMS processes
- Launching a continuous improvement registry for ongoing enhancements
- Linking the SMS to annual strategic planning cycles
- Measuring long-term impact on service quality and customer satisfaction
- Ensuring your organisation remains audit-ready at all times
- Empowering teams to own their parts of the SMS with accountability
- Unlocking operational efficiency, stakeholder trust, and global recognition
- Classifying supplier types and their risk profiles
- Developing supplier contracts with embedded compliance clauses
- Mapping external dependencies to internal service processes
- Conducting supplier performance reviews and scorecards
- Managing subcontractor oversight in multi-tier arrangements
- Establishing incident escalation paths with external providers
- Integrating supplier outputs into internal service reporting
- Handling contract renewals and exit strategies
- Creating service integration and management (SIAM) frameworks
- Mitigating single-source dependency risks
Module 8: Resolution and Control Processes - Designing an end-to-end incident management system
- Creating known error databases and workaround documentation
- Implementing prioritisation matrices for incident response
- Establishing major incident management procedures
- Integrating problem management with root cause analysis
- Using fishbone diagrams and 5 Whys for problem investigation
- Tracking problem resolution with closure justification
- Defining request fulfilment workflows for standard changes
- Creating service request catalogues with clear ownership
- Measuring resolution performance with MTTR and backlog trends
Module 9: Change, Configuration, and Release Management - Designing a change management process aligned with ISO 20000
- Classifying changes by impact, urgency, and risk level
- Defining change advisory board (CAB) roles and operation
- Creating change models for standard, normal, and emergency changes
- Documenting rollback and backout procedures
- Implementing configuration management database (CMDB) standards
- Defining configuration items (CIs) and their relationships
- Establishing CI identification and tagging conventions
- Updating configuration records after changes
- Linking release and deployment management to change control
- Creating release calendars and communication plans
- Validating release success with post-implementation reviews
Module 10: Security, Continuity, and Risk Management - Integrating ISO 20000 security controls with ISO 27001
- Conducting risk assessments specific to service delivery
- Identifying critical services and dependency mapping
- Developing business impact analyses (BIA) for key functions
- Creating disaster recovery and fallback procedures
- Designing service continuity plans with test schedules
- Implementing data protection and confidentiality controls
- Managing unauthorised access and breach detection
- Ensuring cryptographic protection of sensitive data
- Establishing access rights and user provisioning rules
Module 11: Performance Evaluation and Internal Auditing - Defining key performance indicators (KPIs) for each process
- Setting baseline measurements and improvement targets
- Conducting process maturity assessments using standard models
- Designing internal audit checklists based on ISO 20000 clauses
- Selecting qualified internal auditors and managing conflicts
- Planning audit frequency and coverage scope
- Executing audit walkthroughs and evidence collection
- Reporting audit findings with clear non-conformance statements
- Assigning corrective actions with ownership and deadlines
- Verifying closure of audit findings with evidence
- Integrating audit results into management review meetings
- Preparing for certification body audits with internal dry runs
Module 12: Management Review and Continuous Improvement - Conducting formal management reviews of the SMS
- Agenda design for executive-level review meetings
- Reporting on compliance, performance, and risk status
- Evaluating resource adequacy and investment needs
- Reviewing effectiveness of corrective and preventive actions
- Identifying opportunities for process optimisation
- Updating SMS documentation based on review outcomes
- Establishing a culture of continual service improvement
- Applying the PDCA (Plan-Do-Check-Act) cycle to SMS
- Linking improvement initiatives to business outcomes
Module 13: Self-Assessment Framework and Gap Analysis - Understanding the purpose and value of self-assessments
- Building a custom self-assessment checklist aligned with ISO 20000-1
- Conducting a baseline gap analysis across all clauses
- Scoring compliance levels using a consistent rating system
- Documenting evidence references for each requirement
- Identifying minor, major, and critical gaps
- Prioritising gaps based on risk and impact
- Creating action plans with timelines and owners
- Tracking gap closure progress over time
- Using self-assessment results to demonstrate readiness to auditors
Module 14: Preparing for Certification and External Audit - Selecting a reputable certification body and understanding their process
- Submitting documentation and scheduling stage 1 and stage 2 audits
- Prefilling audit intake forms with accurate organisational data
- Preparing staff for interview scenarios with auditors
- Organising physical and digital evidence ahead of audit
- Conducting mock audits to simulate real evaluation conditions
- Clarifying auditor expectations around evidence depth
- Understanding the non-conformance grading system
- Responding to observations and corrective action requests
- Submitting evidence packages for remote audit components
- Obtaining final certification and maintaining scope validity
- Planning surveillance audit preparation cycles
Module 15: Integration with Other Frameworks and Standards - Mapping ISO 20000 to ITIL 4 practices
- Aligning incident and problem management with COBIT DSS domains
- Integrating service continuity plans with business continuity standards
- Synchronising change control with DevOps release pipelines
- Bridging cloud operations with ISO 20000-1 requirements
- Harmonising SMS with enterprise architecture frameworks
- Linking IT financial management to chargeback and showback models
- Connecting SMS to cybersecurity risk frameworks
- Using ISO 31000 principles for service-related risk assessments
- Ensuring compliance overlaps do not create redundancy
Module 16: Advanced Implementation Scenarios and Customisation - Scaling ISO 20000 across multinational organisations
- Adapting SMS for hybrid and remote service delivery models
- Implementing SMS in Agile and DevOps environments
- Customising processes for small IT teams with limited resources
- Introducing automation into service management workflows
- Using AI-powered analytics to predict service risks
- Integrating SMS with cloud service providers and MSPs
- Deploying SMS for shared services and centralised IT
- Applying SMS principles to digital transformation initiatives
- Extending SMS to non-traditional IT functions such as HR tech and finance systems
Module 17: Career Advancement and Professional Credibility - Positioning your ISO 20000 expertise in job applications and promotions
- Building a personal brand as a service management leader
- Translating course outcomes into measurable results for performance reviews
- Using the Certificate of Completion to gain recognition
- Adding verifiable proof of training to your LinkedIn profile
- Networking with peers through professional communities
- Preparing for advanced certifications in service management
- Becoming a go-to resource for governance and compliance
- Demonstrating ROI from process improvements initiated during the course
- Transitioning from technician to strategic advisor with structured knowledge
Module 18: Final Implementation Roadmap and Certification Audit Kit - Compiling all required documentation into a single audit-ready package
- Validating document consistency and version accuracy
- Ensuring all mandatory clauses are explicitly addressed
- Finalising the self-assessment report for executive review
- Generating a certification readiness dashboard
- Creating a handover package for external auditors
- Developing a post-certification maintenance schedule
- Planning annual review cycles and management updates
- Establishing training routines for new staff on SMS processes
- Launching a continuous improvement registry for ongoing enhancements
- Linking the SMS to annual strategic planning cycles
- Measuring long-term impact on service quality and customer satisfaction
- Ensuring your organisation remains audit-ready at all times
- Empowering teams to own their parts of the SMS with accountability
- Unlocking operational efficiency, stakeholder trust, and global recognition
- Designing a change management process aligned with ISO 20000
- Classifying changes by impact, urgency, and risk level
- Defining change advisory board (CAB) roles and operation
- Creating change models for standard, normal, and emergency changes
- Documenting rollback and backout procedures
- Implementing configuration management database (CMDB) standards
- Defining configuration items (CIs) and their relationships
- Establishing CI identification and tagging conventions
- Updating configuration records after changes
- Linking release and deployment management to change control
- Creating release calendars and communication plans
- Validating release success with post-implementation reviews
Module 10: Security, Continuity, and Risk Management - Integrating ISO 20000 security controls with ISO 27001
- Conducting risk assessments specific to service delivery
- Identifying critical services and dependency mapping
- Developing business impact analyses (BIA) for key functions
- Creating disaster recovery and fallback procedures
- Designing service continuity plans with test schedules
- Implementing data protection and confidentiality controls
- Managing unauthorised access and breach detection
- Ensuring cryptographic protection of sensitive data
- Establishing access rights and user provisioning rules
Module 11: Performance Evaluation and Internal Auditing - Defining key performance indicators (KPIs) for each process
- Setting baseline measurements and improvement targets
- Conducting process maturity assessments using standard models
- Designing internal audit checklists based on ISO 20000 clauses
- Selecting qualified internal auditors and managing conflicts
- Planning audit frequency and coverage scope
- Executing audit walkthroughs and evidence collection
- Reporting audit findings with clear non-conformance statements
- Assigning corrective actions with ownership and deadlines
- Verifying closure of audit findings with evidence
- Integrating audit results into management review meetings
- Preparing for certification body audits with internal dry runs
Module 12: Management Review and Continuous Improvement - Conducting formal management reviews of the SMS
- Agenda design for executive-level review meetings
- Reporting on compliance, performance, and risk status
- Evaluating resource adequacy and investment needs
- Reviewing effectiveness of corrective and preventive actions
- Identifying opportunities for process optimisation
- Updating SMS documentation based on review outcomes
- Establishing a culture of continual service improvement
- Applying the PDCA (Plan-Do-Check-Act) cycle to SMS
- Linking improvement initiatives to business outcomes
Module 13: Self-Assessment Framework and Gap Analysis - Understanding the purpose and value of self-assessments
- Building a custom self-assessment checklist aligned with ISO 20000-1
- Conducting a baseline gap analysis across all clauses
- Scoring compliance levels using a consistent rating system
- Documenting evidence references for each requirement
- Identifying minor, major, and critical gaps
- Prioritising gaps based on risk and impact
- Creating action plans with timelines and owners
- Tracking gap closure progress over time
- Using self-assessment results to demonstrate readiness to auditors
Module 14: Preparing for Certification and External Audit - Selecting a reputable certification body and understanding their process
- Submitting documentation and scheduling stage 1 and stage 2 audits
- Prefilling audit intake forms with accurate organisational data
- Preparing staff for interview scenarios with auditors
- Organising physical and digital evidence ahead of audit
- Conducting mock audits to simulate real evaluation conditions
- Clarifying auditor expectations around evidence depth
- Understanding the non-conformance grading system
- Responding to observations and corrective action requests
- Submitting evidence packages for remote audit components
- Obtaining final certification and maintaining scope validity
- Planning surveillance audit preparation cycles
Module 15: Integration with Other Frameworks and Standards - Mapping ISO 20000 to ITIL 4 practices
- Aligning incident and problem management with COBIT DSS domains
- Integrating service continuity plans with business continuity standards
- Synchronising change control with DevOps release pipelines
- Bridging cloud operations with ISO 20000-1 requirements
- Harmonising SMS with enterprise architecture frameworks
- Linking IT financial management to chargeback and showback models
- Connecting SMS to cybersecurity risk frameworks
- Using ISO 31000 principles for service-related risk assessments
- Ensuring compliance overlaps do not create redundancy
Module 16: Advanced Implementation Scenarios and Customisation - Scaling ISO 20000 across multinational organisations
- Adapting SMS for hybrid and remote service delivery models
- Implementing SMS in Agile and DevOps environments
- Customising processes for small IT teams with limited resources
- Introducing automation into service management workflows
- Using AI-powered analytics to predict service risks
- Integrating SMS with cloud service providers and MSPs
- Deploying SMS for shared services and centralised IT
- Applying SMS principles to digital transformation initiatives
- Extending SMS to non-traditional IT functions such as HR tech and finance systems
Module 17: Career Advancement and Professional Credibility - Positioning your ISO 20000 expertise in job applications and promotions
- Building a personal brand as a service management leader
- Translating course outcomes into measurable results for performance reviews
- Using the Certificate of Completion to gain recognition
- Adding verifiable proof of training to your LinkedIn profile
- Networking with peers through professional communities
- Preparing for advanced certifications in service management
- Becoming a go-to resource for governance and compliance
- Demonstrating ROI from process improvements initiated during the course
- Transitioning from technician to strategic advisor with structured knowledge
Module 18: Final Implementation Roadmap and Certification Audit Kit - Compiling all required documentation into a single audit-ready package
- Validating document consistency and version accuracy
- Ensuring all mandatory clauses are explicitly addressed
- Finalising the self-assessment report for executive review
- Generating a certification readiness dashboard
- Creating a handover package for external auditors
- Developing a post-certification maintenance schedule
- Planning annual review cycles and management updates
- Establishing training routines for new staff on SMS processes
- Launching a continuous improvement registry for ongoing enhancements
- Linking the SMS to annual strategic planning cycles
- Measuring long-term impact on service quality and customer satisfaction
- Ensuring your organisation remains audit-ready at all times
- Empowering teams to own their parts of the SMS with accountability
- Unlocking operational efficiency, stakeholder trust, and global recognition
- Defining key performance indicators (KPIs) for each process
- Setting baseline measurements and improvement targets
- Conducting process maturity assessments using standard models
- Designing internal audit checklists based on ISO 20000 clauses
- Selecting qualified internal auditors and managing conflicts
- Planning audit frequency and coverage scope
- Executing audit walkthroughs and evidence collection
- Reporting audit findings with clear non-conformance statements
- Assigning corrective actions with ownership and deadlines
- Verifying closure of audit findings with evidence
- Integrating audit results into management review meetings
- Preparing for certification body audits with internal dry runs
Module 12: Management Review and Continuous Improvement - Conducting formal management reviews of the SMS
- Agenda design for executive-level review meetings
- Reporting on compliance, performance, and risk status
- Evaluating resource adequacy and investment needs
- Reviewing effectiveness of corrective and preventive actions
- Identifying opportunities for process optimisation
- Updating SMS documentation based on review outcomes
- Establishing a culture of continual service improvement
- Applying the PDCA (Plan-Do-Check-Act) cycle to SMS
- Linking improvement initiatives to business outcomes
Module 13: Self-Assessment Framework and Gap Analysis - Understanding the purpose and value of self-assessments
- Building a custom self-assessment checklist aligned with ISO 20000-1
- Conducting a baseline gap analysis across all clauses
- Scoring compliance levels using a consistent rating system
- Documenting evidence references for each requirement
- Identifying minor, major, and critical gaps
- Prioritising gaps based on risk and impact
- Creating action plans with timelines and owners
- Tracking gap closure progress over time
- Using self-assessment results to demonstrate readiness to auditors
Module 14: Preparing for Certification and External Audit - Selecting a reputable certification body and understanding their process
- Submitting documentation and scheduling stage 1 and stage 2 audits
- Prefilling audit intake forms with accurate organisational data
- Preparing staff for interview scenarios with auditors
- Organising physical and digital evidence ahead of audit
- Conducting mock audits to simulate real evaluation conditions
- Clarifying auditor expectations around evidence depth
- Understanding the non-conformance grading system
- Responding to observations and corrective action requests
- Submitting evidence packages for remote audit components
- Obtaining final certification and maintaining scope validity
- Planning surveillance audit preparation cycles
Module 15: Integration with Other Frameworks and Standards - Mapping ISO 20000 to ITIL 4 practices
- Aligning incident and problem management with COBIT DSS domains
- Integrating service continuity plans with business continuity standards
- Synchronising change control with DevOps release pipelines
- Bridging cloud operations with ISO 20000-1 requirements
- Harmonising SMS with enterprise architecture frameworks
- Linking IT financial management to chargeback and showback models
- Connecting SMS to cybersecurity risk frameworks
- Using ISO 31000 principles for service-related risk assessments
- Ensuring compliance overlaps do not create redundancy
Module 16: Advanced Implementation Scenarios and Customisation - Scaling ISO 20000 across multinational organisations
- Adapting SMS for hybrid and remote service delivery models
- Implementing SMS in Agile and DevOps environments
- Customising processes for small IT teams with limited resources
- Introducing automation into service management workflows
- Using AI-powered analytics to predict service risks
- Integrating SMS with cloud service providers and MSPs
- Deploying SMS for shared services and centralised IT
- Applying SMS principles to digital transformation initiatives
- Extending SMS to non-traditional IT functions such as HR tech and finance systems
Module 17: Career Advancement and Professional Credibility - Positioning your ISO 20000 expertise in job applications and promotions
- Building a personal brand as a service management leader
- Translating course outcomes into measurable results for performance reviews
- Using the Certificate of Completion to gain recognition
- Adding verifiable proof of training to your LinkedIn profile
- Networking with peers through professional communities
- Preparing for advanced certifications in service management
- Becoming a go-to resource for governance and compliance
- Demonstrating ROI from process improvements initiated during the course
- Transitioning from technician to strategic advisor with structured knowledge
Module 18: Final Implementation Roadmap and Certification Audit Kit - Compiling all required documentation into a single audit-ready package
- Validating document consistency and version accuracy
- Ensuring all mandatory clauses are explicitly addressed
- Finalising the self-assessment report for executive review
- Generating a certification readiness dashboard
- Creating a handover package for external auditors
- Developing a post-certification maintenance schedule
- Planning annual review cycles and management updates
- Establishing training routines for new staff on SMS processes
- Launching a continuous improvement registry for ongoing enhancements
- Linking the SMS to annual strategic planning cycles
- Measuring long-term impact on service quality and customer satisfaction
- Ensuring your organisation remains audit-ready at all times
- Empowering teams to own their parts of the SMS with accountability
- Unlocking operational efficiency, stakeholder trust, and global recognition
- Understanding the purpose and value of self-assessments
- Building a custom self-assessment checklist aligned with ISO 20000-1
- Conducting a baseline gap analysis across all clauses
- Scoring compliance levels using a consistent rating system
- Documenting evidence references for each requirement
- Identifying minor, major, and critical gaps
- Prioritising gaps based on risk and impact
- Creating action plans with timelines and owners
- Tracking gap closure progress over time
- Using self-assessment results to demonstrate readiness to auditors
Module 14: Preparing for Certification and External Audit - Selecting a reputable certification body and understanding their process
- Submitting documentation and scheduling stage 1 and stage 2 audits
- Prefilling audit intake forms with accurate organisational data
- Preparing staff for interview scenarios with auditors
- Organising physical and digital evidence ahead of audit
- Conducting mock audits to simulate real evaluation conditions
- Clarifying auditor expectations around evidence depth
- Understanding the non-conformance grading system
- Responding to observations and corrective action requests
- Submitting evidence packages for remote audit components
- Obtaining final certification and maintaining scope validity
- Planning surveillance audit preparation cycles
Module 15: Integration with Other Frameworks and Standards - Mapping ISO 20000 to ITIL 4 practices
- Aligning incident and problem management with COBIT DSS domains
- Integrating service continuity plans with business continuity standards
- Synchronising change control with DevOps release pipelines
- Bridging cloud operations with ISO 20000-1 requirements
- Harmonising SMS with enterprise architecture frameworks
- Linking IT financial management to chargeback and showback models
- Connecting SMS to cybersecurity risk frameworks
- Using ISO 31000 principles for service-related risk assessments
- Ensuring compliance overlaps do not create redundancy
Module 16: Advanced Implementation Scenarios and Customisation - Scaling ISO 20000 across multinational organisations
- Adapting SMS for hybrid and remote service delivery models
- Implementing SMS in Agile and DevOps environments
- Customising processes for small IT teams with limited resources
- Introducing automation into service management workflows
- Using AI-powered analytics to predict service risks
- Integrating SMS with cloud service providers and MSPs
- Deploying SMS for shared services and centralised IT
- Applying SMS principles to digital transformation initiatives
- Extending SMS to non-traditional IT functions such as HR tech and finance systems
Module 17: Career Advancement and Professional Credibility - Positioning your ISO 20000 expertise in job applications and promotions
- Building a personal brand as a service management leader
- Translating course outcomes into measurable results for performance reviews
- Using the Certificate of Completion to gain recognition
- Adding verifiable proof of training to your LinkedIn profile
- Networking with peers through professional communities
- Preparing for advanced certifications in service management
- Becoming a go-to resource for governance and compliance
- Demonstrating ROI from process improvements initiated during the course
- Transitioning from technician to strategic advisor with structured knowledge
Module 18: Final Implementation Roadmap and Certification Audit Kit - Compiling all required documentation into a single audit-ready package
- Validating document consistency and version accuracy
- Ensuring all mandatory clauses are explicitly addressed
- Finalising the self-assessment report for executive review
- Generating a certification readiness dashboard
- Creating a handover package for external auditors
- Developing a post-certification maintenance schedule
- Planning annual review cycles and management updates
- Establishing training routines for new staff on SMS processes
- Launching a continuous improvement registry for ongoing enhancements
- Linking the SMS to annual strategic planning cycles
- Measuring long-term impact on service quality and customer satisfaction
- Ensuring your organisation remains audit-ready at all times
- Empowering teams to own their parts of the SMS with accountability
- Unlocking operational efficiency, stakeholder trust, and global recognition
- Mapping ISO 20000 to ITIL 4 practices
- Aligning incident and problem management with COBIT DSS domains
- Integrating service continuity plans with business continuity standards
- Synchronising change control with DevOps release pipelines
- Bridging cloud operations with ISO 20000-1 requirements
- Harmonising SMS with enterprise architecture frameworks
- Linking IT financial management to chargeback and showback models
- Connecting SMS to cybersecurity risk frameworks
- Using ISO 31000 principles for service-related risk assessments
- Ensuring compliance overlaps do not create redundancy
Module 16: Advanced Implementation Scenarios and Customisation - Scaling ISO 20000 across multinational organisations
- Adapting SMS for hybrid and remote service delivery models
- Implementing SMS in Agile and DevOps environments
- Customising processes for small IT teams with limited resources
- Introducing automation into service management workflows
- Using AI-powered analytics to predict service risks
- Integrating SMS with cloud service providers and MSPs
- Deploying SMS for shared services and centralised IT
- Applying SMS principles to digital transformation initiatives
- Extending SMS to non-traditional IT functions such as HR tech and finance systems
Module 17: Career Advancement and Professional Credibility - Positioning your ISO 20000 expertise in job applications and promotions
- Building a personal brand as a service management leader
- Translating course outcomes into measurable results for performance reviews
- Using the Certificate of Completion to gain recognition
- Adding verifiable proof of training to your LinkedIn profile
- Networking with peers through professional communities
- Preparing for advanced certifications in service management
- Becoming a go-to resource for governance and compliance
- Demonstrating ROI from process improvements initiated during the course
- Transitioning from technician to strategic advisor with structured knowledge
Module 18: Final Implementation Roadmap and Certification Audit Kit - Compiling all required documentation into a single audit-ready package
- Validating document consistency and version accuracy
- Ensuring all mandatory clauses are explicitly addressed
- Finalising the self-assessment report for executive review
- Generating a certification readiness dashboard
- Creating a handover package for external auditors
- Developing a post-certification maintenance schedule
- Planning annual review cycles and management updates
- Establishing training routines for new staff on SMS processes
- Launching a continuous improvement registry for ongoing enhancements
- Linking the SMS to annual strategic planning cycles
- Measuring long-term impact on service quality and customer satisfaction
- Ensuring your organisation remains audit-ready at all times
- Empowering teams to own their parts of the SMS with accountability
- Unlocking operational efficiency, stakeholder trust, and global recognition
- Positioning your ISO 20000 expertise in job applications and promotions
- Building a personal brand as a service management leader
- Translating course outcomes into measurable results for performance reviews
- Using the Certificate of Completion to gain recognition
- Adding verifiable proof of training to your LinkedIn profile
- Networking with peers through professional communities
- Preparing for advanced certifications in service management
- Becoming a go-to resource for governance and compliance
- Demonstrating ROI from process improvements initiated during the course
- Transitioning from technician to strategic advisor with structured knowledge