A tailored course, built for your situation
Mastering ISO 20000 for Platform Engineers in Regulated Environments
Build a self-reinforcing service delivery model that gains authority with every engagement
$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.
Avoid rebuilding service frameworks from scratch on every engagement
The situation this course is for
Most platform engineers repeat foundational work across projects, recreating service level agreements, incident workflows, and audit trails each time. This dilutes impact and slows delivery.
Who this is for
Platform Engineers in consulting or managed services who deliver compliant, repeatable IT service frameworks
Who this is not for
Engineers focused solely on internal IT support or non-compliant environments
What you walk away with
- A modular ISO 20000 framework you can adapt across clients in under 2 days
- Service documentation that passes auditor scrutiny without revision cycles
- Evidence flows that compound: each new delivery strengthens existing artefacts
- A reputation as the practitioner who delivers audit-ready outputs consistently
- Repeatable processes that reduce time-to-compliance by up to 60% on follow-on work
The 12 modules (with all 144 chapters)
Module 1. The ISO 20000 Foundation for Platform Delivery
Establish the core structure of ISO 20000 within platform engineering workflows. Align service management with delivery timelines and client compliance cycles.
12 chapters in this module
- Defining service management scope for multi-client platforms
- Mapping ISO 20000 clauses to platform engineering deliverables
- Integrating service level agreements into deployment pipelines
- Tracking service transitions across environments
- Documenting organizational roles in service delivery
- Aligning incident management with platform monitoring systems
- Building service continuity into CI/CD workflows
- Standardizing change control for platform updates
- Integrating supplier management into vendor onboarding
- Designing configuration management for hybrid platforms
- Establishing performance metrics tied to SLAs
- Creating audit-ready service documentation templates
Module 2. Service Strategy in Multi-Client Environments
Develop service strategies that scale across clients without rework. Focus on reusable models that compound value.
12 chapters in this module
- Identifying common service patterns across client sectors
- Building modular service portfolios for consulting delivery
- Pricing service tiers based on compliance scope
- Aligning service strategy with client audit calendars
- Mapping demand management to recurring delivery cycles
- Developing financial models for service portfolios
- Integrating risk assessment into service design
- Creating client-specific service catalogues from master templates
- Aligning service offerings with ISO 20000 certification paths
- Designing service retirement workflows with audit compliance
- Documenting service ownership transitions between teams
- Using service strategy to reduce client onboarding time
Module 3. Service Design for Audit-Ready Deployment
Embed compliance into design workflows. Ensure every build supports audit and evidence collection.
12 chapters in this module
- Incorporating ISO 20000 design controls into platform architecture
- Documenting service design decisions for audit traceability
- Integrating SLA specifications into technical design
- Building audit trails into configuration management
- Designing incident response workflows for compliance logging
- Standardizing change requests across service domains
- Mapping design outputs to auditor evidence requirements
- Embedding service continuity into deployment blueprints
- Creating reusable design templates for common platforms
- Linking design specifications to vendor documentation
- Automating design compliance checks in pre-deployment
- Ensuring service design supports multi-jurisdiction requirements
Module 4. Service Transition and Client Onboarding
Refine client onboarding using ISO 20000 transition controls. Deliver faster, with fewer handoffs.
12 chapters in this module
- Structuring client onboarding around service acceptance
- Using transition plans to reduce deployment delays
- Standardizing handover documentation for platform services
- Integrating testing workflows with compliance validation
- Documenting release readiness for auditor review
- Building client training into service transition timelines
- Capturing configuration baselines at go-live
- Managing early-life support within transition scope
- Reducing post-deployment incidents with structured rollout
- Tracking knowledge transfer between delivery teams
- Using versioned transition plans across clients
- Aligning transition success with SLA achievement
Module 5. Service Operation and Incident Management
Operate services with real-time compliance. Turn incident logging into evidence of control.
12 chapters in this module
- Implementing incident classification aligned with ISO 20000
- Linking incident resolution to service level targets
- Documenting incident timelines for audit review
- Integrating monitoring tools with incident tracking
- Establishing escalation paths for critical outages
- Using incident patterns to improve service design
- Maintaining incident archives for compliance access
- Reducing mean time to repair with standardized workflows
- Aligning incident management with client SLAs
- Training engineers on compliance-aware incident handling
- Auditing incident response effectiveness monthly
- Generating compliance reports from incident data
Module 6. Change Management and Compliance Control
Manage change with embedded controls. Ensure every update supports audit readiness.
12 chapters in this module
- Designing change advisory boards for platform services
- Classifying changes by compliance impact level
- Documenting change approvals for auditor access
- Integrating change workflows with deployment pipelines
- Linking change records to incident and problem logs
- Standardizing post-implementation reviews
- Using change data to update risk assessments
- Automating change compliance checks pre-execution
- Maintaining change logs across multi-vendor environments
- Reducing unauthorized changes with role-based controls
- Aligning emergency change workflows with audit standards
- Generating compliance dashboards from change data
Module 7. Problem Management and Root Cause Analysis
Transform incident data into systemic improvements. Build defensible problem resolution workflows.
12 chapters in this module
- Establishing problem identification triggers from incidents
- Documenting root cause analysis for compliance
- Linking problem records to known error databases
- Integrating problem resolution with change management
- Creating problem resolution timelines for audit
- Standardizing problem review meetings across teams
- Using problem data to update risk registers
- Building preventive actions into service design
- Tracking problem resolution KPIs for leadership
- Maintaining problem archives for auditor access
- Training engineers on methodical root cause analysis
- Generating compliance reports from problem data
Module 8. Configuration Management and Asset Integrity
Ensure configuration accuracy with audit-ready CMDB practices.
12 chapters in this module
- Defining configuration items in platform environments
- Establishing ownership for configuration records
- Integrating CMDB with deployment automation
- Validating configuration data with scheduled audits
- Documenting CI relationships for impact analysis
- Using configuration baselines in change control
- Aligning CMDB scope with ISO 20000 requirements
- Reducing configuration drift with automated checks
- Generating compliance reports from CMDB
- Handling multi-cloud configuration complexity
- Integrating asset management with procurement
- Maintaining configuration history for auditor review
Module 9. Service Level Management and Client Reporting
Turn service performance into trusted client narratives.
12 chapters in this module
- Defining service level metrics with client input
- Integrating SLA tracking into monitoring systems
- Generating service reports for client review
- Using SLA data to improve service design
- Documenting SLA exceptions for compliance
- Aligning service reviews with client audit cycles
- Standardizing service reporting templates
- Reducing SLA disputes with transparent logging
- Linking service performance to financial terms
- Automating SLA compliance dashboards
- Handling SLA renegotiation with historical data
- Ensuring service reports meet auditor standards
Module 10. Supplier Management and Vendor Compliance
Extend ISO 20000 controls to third-party vendors.
12 chapters in this module
- Defining supplier roles in service delivery
- Integrating vendor agreements with SLAs
- Tracking supplier performance against targets
- Conducting compliance reviews for key vendors
- Documenting vendor risk assessments
- Aligning onboarding with ISO 20000 requirements
- Handling multi-vendor coordination in outages
- Managing subcontractor compliance obligations
- Using supplier data in audit reporting
- Standardizing vendor exit processes
- Reducing supply chain risk with controls
- Generating compliance reports for vendor oversight
Module 11. Continual Service Improvement and Evidence Cycles
Use audit feedback to strengthen service frameworks.
12 chapters in this module
- Establishing CSI initiatives from service data
- Using audit findings to prioritize improvements
- Documenting improvement actions for compliance
- Linking CSI to change and problem management
- Measuring improvement impact on SLAs
- Standardizing improvement review meetings
- Integrating customer feedback into CSI
- Aligning improvement plans with client cycles
- Using maturity assessments to guide improvement
- Generating improvement reports for auditors
- Reducing rework with proactive improvement
- Building a library of proven improvement actions
Module 12. Compounding Knowledge Across Engagements
Turn project work into a growing asset library.
12 chapters in this module
- Identifying reusable components across services
- Creating master templates for faster delivery
- Documenting lessons learned in structured format
- Building a searchable knowledge base
- Tagging artefacts for cross-client reuse
- Training new teams using past project assets
- Updating templates based on audit feedback
- Securing knowledge against team turnover
- Establishing governance for asset library
- Linking new projects to existing best practices
- Reducing onboarding time with proven artefacts
- Demonstrating compounding value in client reviews
How this maps to your situation
- Service delivery in regulated environments
- Multi-client consulting lifecycle
- Platform engineering with compliance scope
- Audit-ready operations for managed services
Before vs. after
Before
Rebuilding service frameworks from scratch on every engagement
After
Leveraging a growing library of audit-ready service assets
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 access.
Time investment: 90 minutes per week for 12 weeks, or accelerate at your pace.
If nothing changes
Continuing to rebuild service frameworks erodes delivery speed and weakens client trust. Without compounding knowledge, each project starts behind.
How this compares to the alternatives
Generic ITIL training lacks platform engineering context. Public courses don’t tailor ISO 20000 to consulting delivery. This course bridges the gap with client-ready frameworks.
Frequently asked
Is this course focused on ISO 20000 certification?
It prepares you to build services that meet ISO 20000 standards and pass audits, though certification is awarded to organizations, not individuals.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this across different clients and industries?
Yes , the frameworks are designed to be modular and adaptable to regulated sectors including finance, healthcare, and government.
$199 one-time. 90 minutes per week for 12 weeks, or accelerate at your 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