A tailored course, built for your situation
Mastering ISO 20000 for President Chief Operations Officers
A step-by-step implementation playbook for executive leaders driving service excellence
$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
Senior operations executive leading cross-functional service delivery, compliance alignment, and operational governance in a regulated or scaling environment
Who this is not for
Individuals looking for introductory ITIL training or generic operations frameworks without certification alignment
What you walk away with
- Own end-to-end ISO 20000 implementation from gap assessment to certification readiness
- Produce regulator-facing documentation packages with consistent quality and authority
- Lead M&A integration planning with service management due diligence as a core workstream
- Build reusable service improvement templates used across peer teams and divisions
- Establish documented escalation protocols that route sensitive reviews directly to your office
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 and Executive Accountability
Understand the core principles of ISO 20000 and how they align with COO-level responsibilities for governance, risk, and cross-functional leadership.
12 chapters in this module
- What ISO 20000 governs
- COO as steward of service continuity
- Regulatory context for service operations
- Mapping clauses to operational ownership
- Executive reporting obligations
- Linking service KPIs to compliance
- Scope definition for audits
- Baseline assessment methodology
- Stakeholder alignment framework
- Document control standards
- Internal audit triggers
- Certification timeline levers
Module 2. Service Management System Design
Design a service management system tailored to your organization's structure, risk appetite, and leadership expectations.
12 chapters in this module
- SMS architecture options
- Ownership models by function
- Policy drafting for leadership review
- Risk-based control selection
- Integration with existing frameworks
- Vendor management interface
- Change governance setup
- Incident escalation paths
- Problem resolution workflows
- Knowledge base structure
- Continuous improvement loop
- Performance dashboarding
Module 3. Incident and Problem Management Ownership
Lead high-severity incident response and root-cause resolution with documented authority and repeatability.
12 chapters in this module
- Defining incident severity levels
- Escalation chains for critical outages
- War room coordination protocol
- Post-mortem facilitation
- Root cause analysis methods
- Escalated ticket triage
- Cross-team accountability
- Service restoration metrics
- Preventive action tracking
- Stakeholder communication plan
- Legal exposure flags
- Regulator notification triggers
Module 4. Change Control and Release Leadership
Own the change advisory board and lead release planning across IT and operations functions.
12 chapters in this module
- Change request standardization
- CAB membership constructs
- Urgent change pathway
- Release calendar governance
- Backout procedure templates
- Downtime impact assessment
- Peer review sign-off protocol
- Change freeze scheduling
- Emergency override controls
- Post-release audit trail
- Rollback documentation
- Change success rate KPI
Module 5. Service Level Agreement Governance
Define, enforce, and report on SLAs that reflect real business impact and customer expectations.
12 chapters in this module
- SLA vs. SLO vs. SLI
- Service credit mechanisms
- Performance threshold setting
- Customer-facing reporting
- Vendor SLA enforcement
- Penalty clause drafting
- Service review cadence
- Uptime measurement methods
- Exclusion criteria policy
- Remediation timelines
- Stakeholder escalation path
- SLA breach response protocol
Module 6. Business Relationship and Supplier Management
Lead supplier oversight and ensure service delivery partners meet contractual and compliance obligations.
12 chapters in this module
- Supplier onboarding checklist
- Vendor risk classification
- Contractual compliance verification
- Performance scorecarding
- Third-party audit rights
- Subcontractor oversight
- Exit strategy planning
- Multi-vendor coordination
- Service integration points
- Data ownership terms
- Insurance requirement checks
- Vendor incident reporting
Module 7. Configuration and Asset Management Oversight
Ensure configuration items and asset records support audit readiness and incident response.
12 chapters in this module
- CI identification criteria
- Configuration database schema
- Asset lifecycle tracking
- Software license compliance
- Hardware inventory protocol
- CI ownership assignment
- Relationship mapping
- Baseline configuration control
- Unauthorized change detection
- Audit trail integrity
- Decommissioning process
- Cloud resource tagging
Module 8. Capacity and Availability Leadership
Lead capacity planning and availability assurance across critical service components.
12 chapters in this module
- Capacity forecasting methods
- Bottleneck identification
- Resource headroom standards
- Peak load testing
- Failover readiness
- Redundancy validation
- Uptime target setting
- Resource scaling triggers
- Capacity review meetings
- Demand projection models
- Cost vs. resilience trade-offs
- Disaster simulation outcomes
Module 9. Information Security in Service Context
Align service operations with core information security controls and risk thresholds.
12 chapters in this module
- Access control enforcement
- Role-based permissions
- Privileged account management
- Data classification policy
- Encryption standards
- Security incident interface
- Log monitoring scope
- Audit logging requirements
- Penetration test coordination
- Third-party access rules
- Data retention periods
- Security policy integration
Module 10. Continual Improvement and Audit Readiness
Embed continual improvement and prepare for internal and external audits with confidence.
12 chapters in this module
- Nonconformance tracking
- Corrective action workflow
- Internal audit scheduling
- External auditor prep
- Finding response protocol
- Evidence collection methods
- Audit communication strategy
- Management review inputs
- Performance trend analysis
- Improvement backlog
- Benchmarking alignment
- Certification audit dry run
Module 11. Executive Integration and Cross-Functional Influence
Position ISO 20000 outcomes as strategic enablers across operations, finance, and regulatory functions.
12 chapters in this module
- COO as integration hub
- Finance alignment on cost metrics
- Legal exposure reduction
- Regulatory reporting interface
- Board-level summary prep
- Peer leadership alignment
- M&A integration role
- Due diligence checklists
- Post-acquisition integration
- Vendor review leadership
- Escalation ownership
- Cross-functional playbook use
Module 12. Sustaining and Scaling the Service Framework
Ensure the service management system evolves with the organization and survives leadership changes.
12 chapters in this module
- Leadership transition planning
- Succession documentation
- Training program design
- Framework version updates
- Change adoption tracking
- Lessons learned integration
- External benchmarking
- Industry trend adaptation
- Stakeholder feedback loop
- Maturity assessment
- Scaling to new divisions
- Framework sunset planning
How this maps to your situation
- During post-merger integration
- Before regulator-facing audit cycles
- When launching new service offerings
- During leadership transitions
Before vs. after
Before
Siloed service management efforts with inconsistent oversight and reactive compliance responses
After
A unified, trusted service governance framework led by the COO, with documented ownership and audit-ready outputs
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: Approximately 3 hours per module, designed for completion within 8 weeks with executive scheduling demands.
If nothing changes
Without a structured approach, service failures may lead to regulatory scrutiny, M&A integration delays, or erosion of executive trust in operations leadership.
How this compares to the alternatives
Unlike generic ITIL training or certification prep, this course focuses on the COO’s role in owning and directing service governance , with playbooks, templates, and escalation authority that build real-world leverage.
Frequently asked
Is this course focused on technical IT teams or executive leadership?
It’s designed specifically for executive leaders like COOs who own service governance outcomes but don’t manage day-to-day IT operations.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this prepare me for the ISO 20000 certification exam?
No. This course is for leadership implementation, not individual certification. It prepares you to lead organizational compliance, not take a test.
$199 one-time. Approximately 3 hours per module, designed for completion within 8 weeks with executive scheduling demands..
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