A tailored course, built for your situation
Mastering ISO 20000 for Product Owners in Global Service Delivery Environments
Build unshakable command of service management frameworks that power enterprise operations
$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
Product Owner in a global IT services firm managing compliance-integrated delivery cycles
Who this is not for
Individuals focused only on software development without service management responsibilities
What you walk away with
- Produce ISO 20000-compliant service designs with embedded audit trails
- Lead control-mapping workshops without SME dependency
- Translate framework requirements into agile-ready backlog items
- Own end-to-end service transition packages from design to operational handover
- Anticipate auditor questions with documented rationale and evidence paths
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope and Applicability
Define where ISO 20000 applies within your service portfolio and identify certified vs. compliant boundaries.
12 chapters in this module
- Service management system overview
- Certification vs compliance paths
- Scope boundary definitions
- Management responsibility mapping
- Documentation requirements
- Legal and regulatory alignment
- Service provider types covered
- Exclusions and justifications
- Context of the organization
- Internal vs external audits
- Gap assessment planning
- Readiness roadmap
Module 2. Service Design and Transition Frameworks
Align new or changed services with ISO 20000 controls from concept through deployment.
12 chapters in this module
- Design control objectives
- Change management integration
- Release strategy alignment
- Configuration management planning
- Service catalog standards
- Availability design principles
- Capacity planning integration
- Security in service design
- Supplier input tracking
- Knowledge transfer planning
- Test validation workflows
- Operational acceptance criteria
Module 3. Service Delivery Processes
Implement incident, problem, and request fulfillment processes that meet compliance standards.
12 chapters in this module
- Incident classification scheme
- Escalation path design
- Problem record linkage
- Known error database use
- Resolution SLA tracking
- Request pattern analysis
- Service desk KPIs
- Major incident protocols
- Event monitoring integration
- Service level agreement structure
- Operational reporting cycle
- Performance dashboard design
Module 4. Service Level Management
Create enforceable SLAs with measurable obligations and meaningful review cycles.
12 chapters in this module
- Customer requirement capture
- Service level objective definition
- Penalty clauses and incentives
- Reporting frequency design
- Review meeting cadence
- Performance trend analysis
- Breach handling process
- Service improvement planning
- KPI selection framework
- Balanced scorecard alignment
- Third-party dependency tracking
- Contractual alignment checks
Module 5. Control Mapping and Evidence Gathering
Systematize compliance evidence across people, process, and technology domains.
12 chapters in this module
- Framework-to-control breakdown
- Control ownership assignment
- Evidence type classification
- Sampling strategy design
- Document retention rules
- Interview question library
- Observation protocols
- Automated evidence collection
- Tool integration points
- Gap tracking workflow
- Remediation planning
- Continuous monitoring
Module 6. Internal Audit Preparation
Prepare for assessments with confidence through structured readiness activities.
12 chapters in this module
- Audit scope planning
- Checklist development
- Interview prep materials
- Document packet assembly
- Role assignment for auditees
- Mock audit facilitation
- Finding classification
- Corrective action workflow
- Root cause analysis method
- Evidence sufficiency check
- Audit communication protocol
- Follow-up scheduling
Module 7. Continual Improvement Mechanisms
Embed feedback loops that meet ISO 20000’s continual service improvement requirements.
12 chapters in this module
- CSI register setup
- Seven-step improvement model
- Baseline performance capture
- ROI estimation framework
- Improvement proposal template
- Stakeholder prioritization
- Pilot evaluation design
- Full rollout planning
- Benefit realization tracking
- Lessons learned integration
- Improvement backlog management
- Maturity model alignment
Module 8. Supplier Management Integration
Extend ISO 20000 controls across vendor and outsourcing relationships.
12 chapters in this module
- Supplier categorization
- Contractual compliance clauses
- Performance monitoring design
- Third-party audit rights
- Subcontractor oversight
- Onboarding checklists
- Vendor exit planning
- Risk transfer assessment
- Shared responsibility mapping
- Joint process design
- Escalation path integration
- Reputation risk tracking
Module 9. Information Security in Service Management
Integrate ISO 27001 principles within ISO 20000 service practices.
12 chapters in this module
- CIA triad application
- Access control integration
- Encryption standards
- Incident reporting linkage
- Business continuity overlap
- Risk assessment alignment
- Security policy integration
- User awareness planning
- Physical security coordination
- Change control for security
- Audit log maintenance
- Compliance certification alignment
Module 10. ITIL Practice Alignment
Map ISO 20000 requirements to existing ITIL v4 processes and value streams.
12 chapters in this module
- Service value system mapping
- Guiding principles alignment
- Governance integration
- Continual improvement linkage
- Incident management sync
- Change enablement workflow
- Service request flow
- Problem management sync
- Monitoring and event management
- Service level alignment
- Knowledge management linkage
- Organizational change integration
Module 11. Stakeholder Communication Frameworks
Develop messaging that aligns leadership, delivery teams, and compliance partners.
12 chapters in this module
- Audience segmentation
- Message tailoring strategy
- Executive summary template
- Technical deep-dive guide
- Status reporting rhythm
- Escalation communication plan
- Crisis comms preparation
- Training material development
- Feedback loop design
- Change adoption tracking
- Perception survey planning
- Transparency threshold setting
Module 12. Implementation Playbook Integration
Customize your hand-built implementation playbook during final course stage.
12 chapters in this module
- Playbook structure review
- Organization-specific tailoring
- Control mapping worksheet
- Evidence repository design
- Audit readiness checklist
- Stakeholder communication calendar
- Process integration roadmap
- KPI tracking sheet
- Improvement backlog template
- Supplier oversight tracker
- Internal audit schedule
- Course completion certification
How this maps to your situation
- Designing a new service offering under compliance constraints
- Preparing for an upcoming ISO 20000 audit cycle
- Leading cross-functional teams on service transition projects
- Responding to auditor findings with structured remediation
Before vs. after
Before
Navigating ISO 20000 requirements across agile delivery cycles without a structured reference
After
Confidently lead compliant service designs with reusable artefacts and stakeholder alignment
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 week over 12 weeks to complete all modules and apply templates.
If nothing changes
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How this compares to the alternatives
Unlike generic compliance training, this course is tailored to Product Owners who must balance agile delivery with ISO 20000 rigor, giving you practical tools, not theory.
Frequently asked
Is this course suitable for someone in a Product Owner role without direct audit responsibility?
Yes. The course is designed for practitioners who influence service design and delivery and need to understand compliance implications without being auditors themselves.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive a certificate upon completion?
Yes, a downloadable certificate of completion is provided after finishing all modules.
$199 one-time. Approximately 3 hours per week over 12 weeks to complete all modules and apply templates..
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