A tailored course, built for your situation
Mastering ISO 20000 for Packaged Application Development Practitioners
A complete implementation roadmap for service management in enterprise application 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
Mid-level development practitioner in global services firms, transitioning from build-only to service-ownership responsibilities, often under client compliance scrutiny.
Who this is not for
Entry-level coders, infrastructure-only teams, or executives seeking board-level summaries. This is for hands-on developers and team leads owning deliverables with embedded service obligations.
What you walk away with
- Navigate ISO 20000 clauses with confidence when client audit requests arrive
- Map development workflows to service management requirements ahead of integration
- Anticipate control gaps before they trigger rework in UAT or deployment phases
- Structure documentation that survives reviewer scrutiny the first time through
- Speak the same language as service operations and compliance teams during handovers
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in Packaged Application Contexts
Establishes the relevance of ISO 20000 to application development teams delivering under service agreements. Clarifies how service management integrates with development deliverables and client expectations.
12 chapters in this module
- Defining service management in application delivery environments
- How ISO 20000 complements ITIL without requiring full adoption
- Service lifecycle stages relevant to app development teams
- Client-driven compliance drivers in global services
- Common misalignments between dev teams and service ops
- Real-world examples of ISO 20000 influencing project scope
- Mapping development phases to service management clauses
- The role of service level agreements in code delivery
- Understanding audit touchpoints in development cycles
- How packaged app teams trigger service management obligations
- Key differences between internal and client-facing service standards
- Setting expectations for team ownership of service outcomes
Module 2. Service Level Management in Development Workflows
Covers how to define, monitor, and report on service levels during app development, ensuring alignment with operational expectations post-deployment.
12 chapters in this module
- Defining measurable service level targets in app contracts
- Translating SLA terms into development acceptance criteria
- Integrating SLA tracking into sprint planning and reviews
- Documenting SLA commitments without overpromising
- Handling scope changes that impact service level delivery
- Aligning performance metrics across dev and ops teams
- Common pitfalls in SLA handover between teams
- Using templates to standardize SLA documentation
- Responding to SLA breach reports from client operations
- Linking code quality benchmarks to service level outcomes
- Reporting SLA compliance during project governance cycles
- Building client trust through transparent SLA management
Module 3. Incident Management Integration with Development
Teaches how development teams can contribute to incident prevention and resolution by understanding operational feedback loops.
12 chapters in this module
- Understanding incident classification relevant to app teams
- How code changes trigger incident workflows in production
- Documenting root cause analysis for recurring app failures
- Integrating incident feedback into development backlog
- Responding to high-severity incidents during deployment
- Using incident data to improve test coverage
- Avoiding blame-shifting during post-incident reviews
- Building resilience into packaged app configurations
- Designing rollback strategies that minimize downtime
- Collaborating with support teams on problem resolution
- Tracking incident recurrence linked to app modules
- Creating runbooks for common app-related outages
Module 4. Change Control and Release Management Alignment
Details how development release cycles align with formal change management processes under ISO 20000.
12 chapters in this module
- Defining change types relevant to app development
- Integrating development sprints with change advisory boards
- Documenting change requests with audit-ready detail
- Timing releases to avoid peak operational periods
- Obtaining stakeholder approvals for code changes
- Managing emergency changes without bypassing controls
- Using change logs to support compliance audits
- Mapping version control to change management systems
- Avoiding unauthorized production deployments
- Handling rollback requirements in change plans
- Communicating change impact across teams
- Auditing change compliance across environments
Module 5. Configuration Management for Application Teams
Explains how developers can maintain accurate configuration data to support continuity and compliance.
12 chapters in this module
- Defining configuration items specific to packaged apps
- Linking code repositories to CMDB entries
- Maintaining version accuracy in configuration documentation
- Handling configuration drift during development
- Using baselines to track app environment changes
- Integrating build pipelines with configuration control
- Documenting dependencies for audit readiness
- Reducing outages caused by misconfigured components
- Validating configuration data during handover
- Auditing configuration compliance across projects
- Securing access to configuration management systems
- Automating configuration updates from code changes
Module 6. Release and Deployment Planning Under ISO 20000
Covers structured release planning that meets service management standards while maintaining development velocity.
12 chapters in this module
- Defining release windows aligned with client operations
- Coordinating deployment schedules with change management
- Documenting deployment plans for audit review
- Including rollback procedures in release packages
- Testing deployment scripts in pre-production
- Validating success criteria post-deployment
- Managing stakeholder communications during rollout
- Handling failed deployments with client transparency
- Integrating post-mortems into release improvement
- Using deployment data to refine future planning
- Aligning release scope with service level commitments
- Securing sign-off on deployment checklists
Module 7. Service Continuity and Disaster Recovery for App Teams
Focuses on how development decisions impact service resilience and recovery expectations.
12 chapters in this module
- Understanding business impact analysis for app services
- Designing failover mechanisms into app architecture
- Documenting recovery time objectives in design specs
- Testing disaster recovery plans with development input
- Ensuring code portability across recovery environments
- Avoiding single points of failure in app design
- Integrating backup strategies into deployment workflows
- Validating data consistency after failover
- Meeting client SLAs during recovery scenarios
- Contributing to business continuity testing
- Reporting recovery readiness to compliance teams
- Updating recovery plans after code changes
Module 8. Supplier and Vendor Management in Development
Teaches how to manage third-party components and vendors under service management requirements.
12 chapters in this module
- Defining vendor roles in app development lifecycle
- Documenting supplier agreements with compliance terms
- Monitoring third-party deliverables against SLAs
- Managing security risks in vendor-provided components
- Auditing vendor compliance with ISO 20000 clauses
- Handling disputes with external development teams
- Ensuring knowledge transfer from vendor to client
- Integrating vendor activities into change control
- Tracking vendor performance for contract reviews
- Mitigating risks from vendor lock-in scenarios
- Conducting vendor exit planning for app continuity
- Maintaining audit trails for third-party contributions
Module 9. Capacity Management and Performance Planning
Covers how development teams can plan for scalability and performance under service management expectations.
12 chapters in this module
- Defining capacity requirements for app workloads
- Integrating performance testing into development cycles
- Documenting performance benchmarks for client review
- Anticipating scaling needs based on usage patterns
- Designing for resource elasticity in cloud environments
- Monitoring app performance in production
- Responding to capacity alerts from operations
- Optimizing code for resource efficiency
- Reporting capacity compliance during audits
- Planning for peak load scenarios in app design
- Collaborating with infrastructure teams on scaling
- Updating capacity plans after code releases
Module 10. Information Security Management Integration
Explains how app development teams support information security controls required by ISO 20000.
12 chapters in this module
- Understanding information security roles in app teams
- Implementing secure coding practices in development
- Managing access controls for code repositories
- Integrating security reviews into sprint workflows
- Documenting security compliance for audit cycles
- Handling data protection requirements in code
- Responding to vulnerability reports from clients
- Auditing security controls in app configurations
- Training developers on information security policies
- Integrating encryption into app design patterns
- Managing secrets and credentials securely
- Reporting security incidents linked to app failures
Module 11. Internal Audit and Compliance Preparation
Prepares development teams to participate effectively in ISO 20000 compliance audits.
12 chapters in this module
- Understanding audit scope for development activities
- Gathering evidence for control implementation
- Preparing documentation for auditor review
- Participating in audit interviews with confidence
- Responding to audit findings without defensiveness
- Tracking corrective actions from audit reports
- Maintaining evidence repositories for repeat audits
- Aligning development practices with control objectives
- Demonstrating compliance during surprise reviews
- Using audit feedback to improve workflows
- Coordinating audit responses across teams
- Closing audit findings within agreed timeframes
Module 12. Continuous Improvement in Service-Oriented Development
Teaches how to use feedback and metrics to refine app delivery under service management frameworks.
12 chapters in this module
- Defining improvement opportunities from service data
- Integrating feedback from operations teams
- Using KPIs to guide development priorities
- Conducting retrospectives with service outcomes
- Documenting improvement actions for compliance
- Measuring impact of changes on service quality
- Sharing best practices across app teams
- Scaling successful patterns across projects
- Avoiding repeated mistakes in delivery
- Reporting improvement metrics to leadership
- Sustaining momentum in continuous improvement
- Embedding improvement into development culture
How this maps to your situation
- Client-facing development teams
- Global application delivery
- Service-embedded software design
- Compliance-aware development
Before vs. after
Before
Unsure how development deliverables align with ISO 20000 service management requirements.
After
Confidently navigate audit expectations and structure code deliveries with embedded service controls.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: 90 minutes per week over six weeks, with flexible access to materials.
If nothing changes
Continuing without structured service management alignment may lead to repeated rework, client escalations, or missed compliance expectations during delivery.
How this compares to the alternatives
Unlike generic ISO 20000 overviews, this course is tailored to packaged application development workflows, with concrete templates and real-world scenarios relevant to global services practitioners.
Frequently asked
Is this course relevant if I don’t manage operations?
Yes. It focuses on how development decisions impact service management compliance, which is critical even for non-ops roles.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me in client-facing roles?
Yes. You’ll learn to speak the language of service management and anticipate compliance expectations in delivery contracts.
$199 one-time. 90 minutes per week over six weeks, with flexible access to materials..
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