A tailored course, built for your situation
Mastering ISO 20000 for IT Automation Analysts
Build executive visibility through precision service management implementation
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
High-effort automation work that never reaches leadership view
The situation this course is for
Talented practitioners deliver clean, repeatable automation, but because it lacks formal service framework alignment, the work stays operational and invisible to strategic reviewers.
Who this is for
IT Automation Analysts in global advisory firms who deliver governed automation but lack structured visibility paths
Who this is not for
Managers seeking executive titles, contractors wanting client-facing certifications, or teams focused on SOC 2 or ISO 27001 without service management integration
What you walk away with
- Articulate automation projects within ISO 20000 service boundaries to gain strategic recognition
- Produce sign-off ready service design packages aligned with control objectives
- Differentiate your role through formal service transition and continuity documentation
- Build reusable templates that demonstrate compliance and efficiency simultaneously
- Position yourself as the internal reference for automation within service management frameworks
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Automated Environments
Understand how ISO 20000 creates visibility pathways for high-impact automation work in regulated firms.
12 chapters in this module
- Service management lifecycle stages
- Automation within service design
- Control mapping basics
- Compliance scope definition
- Documenting service value
- Change control linkage
- Incident alignment strategy
- Performance metric frameworks
- Role boundary clarity
- Service ownership principles
- Third-party integration rules
- Audit trail essentials
Module 2. Mapping Automation to Service Design
Convert backend automation logic into ISO 20000-compliant service design documentation.
12 chapters in this module
- Identifying automatable service components
- Service catalog entry drafting
- Process flow documentation
- Input output specification
- Capacity planning inclusion
- Availability requirement alignment
- Risk assessment integration
- Security control mapping
- SLA drafting conventions
- Operational level agreement setup
- Service level indicator selection
- Design review checklist
Module 3. Service Transition with Embedded Automation
Ensure automated solutions pass ISO 20000 transition gates with full artefact traceability.
12 chapters in this module
- Transition planning framework
- Automated change validation
- Release packaging structure
- Environment migration control
- Rollback procedure automation
- Knowledge transfer planning
- Configuration item tracking
- Version control integration
- Test environment validation
- Stakeholder sign-off workflow
- Post-implementation review setup
- Continuous improvement loop
Module 4. Automated Incident and Problem Management
Integrate automated detection, triage, and resolution into ISO 20000 incident frameworks.
12 chapters in this module
- Event detection rules
- Incident classification automation
- Triage routing logic
- Escalation path definition
- Automated ticket creation
- Root cause identification models
- Problem prioritization matrix
- Workaround documentation
- Known error database use
- Permanent fix tracking
- Resolution time benchmarking
- Closure criteria automation
Module 5. Configuration and Change Management Automation
Implement ISO 20000-compliant automated configuration and change workflows.
12 chapters in this module
- Configuration management database design
- Automated discovery protocols
- CI ownership rules
- Change request automation
- Standard change identification
- Change approval workflows
- Automated change implementation
- Post-change verification
- Backout planning automation
- Change success rate tracking
- Change advisory board input
- Monthly change report drafting
Module 6. Service Continuity and Recovery Automation
Build ISO 20000-aligned automated business continuity procedures.
12 chapters in this module
- Impact analysis automation
- Recovery time objective setting
- Automated failover triggers
- Data replication validation
- Disaster recovery runbook creation
- Recovery point objective tracking
- Test simulation automation
- Recovery monitoring dashboard
- Failback procedure automation
- Post-event reporting
- Insurance claim coordination
- Regulatory notification workflows
Module 7. Automated Service Reporting and KPIs
Generate ISO 20000-compliant reports with minimal manual input.
12 chapters in this module
- KPI definition rules
- Automated data collection
- Performance dashboard setup
- Service level reporting
- Trend analysis automation
- Executive summary generation
- Compliance status reporting
- Incident volume tracking
- Change success metrics
- Availability reporting
- Customer satisfaction integration
- Improvement plan linkage
Module 8. Third-Party Service Oversight Automation
Apply ISO 20000 controls to vendor and partner automation workflows.
12 chapters in this module
- Vendor SLA automation
- Service credit tracking
- Performance monitoring rules
- Contract compliance checks
- Access review automation
- Data sovereignty controls
- Security audit coordination
- Penetration test scheduling
- Vendor risk scorecards
- Due diligence checklist
- Subcontractor oversight
- Exit transition planning
Module 9. Internal Audit and Compliance Automation
Streamline ISO 20000 audit readiness with automated artefact generation.
12 chapters in this module
- Audit scope definition
- Checklist automation
- Evidence collection workflows
- Control testing automation
- Finding tracking system
- Remediation assignment
- Audit trail generation
- Automated report drafting
- Corrective action planning
- Follow-up scheduling
- Gap analysis tools
- Compliance dashboard
Module 10. Continuous Service Improvement Automation
Embed feedback loops and process refinements into automated workflows.
12 chapters in this module
- CSI register setup
- Opportunity identification
- Cost benefit analysis
- Automation enhancement tracking
- User feedback integration
- Performance trend analysis
- Service optimization triggers
- Improvement project drafting
- ROI calculation models
- Stakeholder review planning
- Implementation automation
- Impact measurement
Module 11. Stakeholder Communication in Automated Service Management
Develop messaging that elevates automated work to leadership.
12 chapters in this module
- Executive communication drafting
- Board-level narrative shaping
- Stakeholder mapping
- Communication plan setup
- Progress report automation
- Risk reporting frameworks
- Change announcement drafting
- Success story documentation
- Crisis messaging templates
- Vendor coordination protocols
- Regulator update preparation
- Post-mortem reporting
Module 12. Personal Branding within ISO 20000 Automation Roles
Position yourself as the go-to practitioner for automation in service management.
12 chapters in this module
- Skill set documentation
- Internal reference positioning
- Thought leadership drafting
- Presentation material creation
- Peer influence techniques
- Mentorship pathways
- Cross-functional collaboration
- Reputation management
- Recognition tracking
- Career growth planning
- Conference contribution roadmap
- Publication strategy
How this maps to your situation
- Designing first ISO 20000-compliant automation
- Leading internal service transition
- Responding to leadership request for visibility
- Preparing for internal audit review
Before vs. after
Before
Automation work completes successfully but remains invisible to executives and strategic reviewers.
After
Automation projects are embedded in ISO 20000 frameworks, triggering formal recognition and leadership engagement.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters total)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 3 hours per module, with most practitioners completing the course in 6-8 weeks at part-time pace.
If nothing changes
Continuing to deliver strong automation without framework alignment means consistent operational value but no career lift, your work supports the system but doesn’t position you within it.
How this compares to the alternatives
Unlike vendor-specific certifications or generic compliance courses, this program focuses on the precise intersection of automation and ISO 20000, giving you targeted artefacts and recognition strategies that apply directly to your current role.
Frequently asked
Is this course focused on technical automation or process compliance?
It bridges both, showing how to structure automation projects so they meet ISO 20000 requirements and gain leadership visibility.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me get promoted?
It’s designed to increase the visibility of your current work so that career advancement follows from recognized impact, not just effort.
$199 one-time. Approximately 3 hours per module, with most practitioners completing the course in 6-8 weeks at part-time pace..
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours