A tailored course, built for your situation
Mastering ISO 20000 for IT Product Managers in Regulated Health Tech
Build authority in service management frameworks with a repeatable implementation path tailored to complex, compliance-driven environments.
$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.
Who this is for
IT Product Manager in a regulated health technology environment leading platform decisions with compliance dependencies.
Who this is not for
Individuals outside regulated tech environments or without cross-functional influence on service delivery frameworks.
What you walk away with
- Own end-to-end ISO 20000 implementation cycles with confidence
- Produce audit-ready documentation packages on demand
- Lead stakeholder alignment sessions without escalation loops
- Anticipate compliance review questions before they’re asked
- Become the internal reference for service management best practices
The 12 modules (with all 144 chapters)
Module 1. Understanding the ISO 20000 Foundation
Break down the core principles, scope, and business value of ISO 20000 in regulated tech environments.
12 chapters in this module
- What ISO 20000 solves
- Core service management concepts
- Scope boundaries
- Service lifecycle overview
- Integration with ITIL
- Regulatory synergy
- Common misconceptions
- Key roles and responsibilities
- Documentation hierarchy
- Certification process
- Audit preparation basics
- Initial readiness checklist
Module 2. Scoping the Service Management System
Define service boundaries, exclusions, and inclusions with precision for audit durability.
12 chapters in this module
- Service inventory mapping
- Identifying critical services
- Establishing scope justification
- Documenting exclusions
- Stakeholder alignment on scope
- Regulatory mapping
- Cross-functional input collection
- Version control setup
- Gap analysis kickoff
- Internal audit trail design
- Scope sign-off process
- Oversight committee engagement
Module 3. Leadership Commitment and Governance
Structure executive sponsorship and ongoing governance required for certification.
12 chapters in this module
- Top management responsibilities
- Policy drafting
- Resource allocation planning
- Accountability mapping
- Governance committee design
- Oversight cadence
- Escalation paths
- Internal reporting templates
- KPI integration
- Risk ownership assignment
- Compliance integration
- Leadership training plan
Module 4. Service Level Management
Design and maintain service level agreements that meet both technical and compliance demands.
12 chapters in this module
- SLA vs. OLAs vs. UCs
- Service catalog integration
- Customer needs assessment
- Performance thresholds
- Review cycle design
- Penalty clauses awareness
- Reporting automation
- Stakeholder feedback loops
- Renewal preparation
- Third-party alignment
- Benchmarking standards
- Legal alignment
Module 5. Incident and Problem Management
Build repeatable workflows for incident resolution and root cause prevention.
12 chapters in this module
- Incident classification
- Priority matrix setup
- Response SLA design
- Escalation protocols
- Root cause analysis
- Problem record management
- Known error database
- Trend reporting
- Preventive action planning
- Integration with change control
- Post-incident review
- Audit trail completeness
Module 6. Change Enablement Process
Ensure compliance-safe change workflows that maintain speed and control.
12 chapters in this module
- Change types classification
- Change advisory board setup
- Standard change design
- Emergency change path
- Backout planning
- Impact assessment templates
- Stakeholder notification
- Post-implementation review
- Change record completeness
- Automation integration
- Audit-readiness checks
- Performance metrics
Module 7. Configuration Management System
Establish a trusted configuration repository for audit and incident response.
12 chapters in this module
- CMDB scope definition
- CI identification
- Relationship mapping
- Ownership assignment
- Update frequency standards
- Integration with discovery tools
- Access control design
- Versioning strategy
- Audit trail requirements
- Reporting outputs
- Compliance mapping
- Reconciliation process
Module 8. Service Continuity and Availability
Design for uptime and resilience while meeting regulatory obligations.
12 chapters in this module
- Criticality assessment
- RTO and RPO definition
- Recovery strategy options
- Test frequency standards
- Documentation requirements
- Resource planning
- Provider coordination
- Regulatory alignment
- Failover process design
- Training and awareness
- Audit preparation
- Continuous improvement
Module 9. Supplier Management Framework
Manage third-party risk with structured oversight and contractual alignment.
12 chapters in this module
- Supplier categorization
- Risk assessment process
- Contractual obligations
- Performance monitoring
- Compliance validation
- Audit rights negotiation
- Onboarding checks
- Exit planning
- Subcontractor oversight
- Reporting standards
- Escalation paths
- Renewal review
Module 10. Documented Information Management
Structure policies, procedures, and records for version control and audit access.
12 chapters in this module
- Document types inventory
- Naming convention
- Version control setup
- Access permissions
- Retention rules
- Storage standards
- Approval workflows
- Review cycles
- Distribution planning
- Secure disposal
- Remote access standards
- Audit trail setup
Module 11. Internal Audit and Gap Remediation
Run credible internal audits and close findings systematically.
12 chapters in this module
- Audit schedule design
- Checklist development
- Auditor selection
- Evidence collection
- Finding classification
- Remediation tracking
- Management review
- Corrective action planning
- Pre-certification audit
- Stage 1 readiness
- Stage 2 readiness
- Final certification prep
Module 12. Continuous Improvement and Recertification
Sustain compliance and evolve the SMS over time with measurable improvements.
12 chapters in this module
- Performance review cadence
- Improvement initiative identification
- Change implementation
- Stakeholder feedback
- Metric refinement
- Lessons learned process
- Recertification planning
- Documentation updates
- Audit preparation
- Scope change process
- Framework evolution
- Knowledge transfer
How this maps to your situation
- Implementing ISO 20000 in a regulated health tech product environment
- Leading compliance initiatives without direct authority
- Balancing speed and governance in service delivery
- Preparing for third-party audits and internal reviews
Before vs. after
Before
Reliant on cross-functional teams for framework execution, reactive to audit demands, and navigating compliance without full ownership.
After
Confidently leads ISO 20000 initiatives from scoping to certification, with structured artefacts and stakeholder alignment patterns that position you as the internal authority.
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 3-4 hours per module, designed for steady progress over 6-8 weeks with full integration into real-world projects.
How this compares to the alternatives
Unlike generic compliance courses, this program is tailored to IT product leaders in regulated environments, combining framework mastery with actionable implementation patterns used in certified organizations.
Frequently asked
Is this relevant if I'm not in IT operations?
Yes. This course is built for product and technical leaders who influence service management outcomes, not just operations staff.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this cover ISO 20000 certification prep?
Yes. Every module aligns with certification requirements, and the final two modules are dedicated to internal audit and recertification readiness.
$199 one-time. Approximately 3-4 hours per module, designed for steady progress over 6-8 weeks with full integration into real-world projects..
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