A tailored course, built for your situation
Mastering ISO 20000 for Project Management Leaders
Build repeatable service delivery systems that elevate your influence across technical decisions and vendor strategy.
$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.
Generic service frameworks don't reflect the complexity of global project delivery.
The situation this course is for
Most service management training assumes standard IT operations, not the dynamic, stakeholder-heavy environment of project-led delivery. Practitioners like Alejandro lead technical direction but lack structured influence on vendor selection or service governance decisions, forcing reliance on ad hoc alignment.
Who this is for
Senior Project Leaders in global firms who shape technical delivery, vendor engagement, and operational handovers but want formal levers to lock in decision rights.
Who this is not for
Entry-level project coordinators, IT support staff, or practitioners focused solely on task tracking without governance or vendor oversight.
What you walk away with
- Define vendor selection criteria anchored in ISO 20000 service design principles
- Own the service roadmap input process across internal and external stakeholders
- Produce audit-ready service transition packages in under 10 days
- Lead service governance meetings with documented authority on process continuity
- Deploy a repeatable service design template across project lifecycles
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Project-Centric Environments
Establish core alignment between project delivery cycles and ISO 20000 service management principles, focusing on stakeholder mapping and scope boundaries.
12 chapters in this module
- Defining service lifecycle boundaries
- Mapping project phases to service stages
- Stakeholder decision rights inventory
- ISO 20000 applicability assessment
- Service catalog design basics
- Process ownership assignment
- Control integration with project timelines
- Documentation hierarchy setup
- Risk register alignment
- Change advisory board integration
- Service level agreement frameworks
- Vendor interface planning
Module 2. Service Strategy Integration with Project Goals
Align ISO 20000 service planning with business outcomes and strategic project objectives, creating governance that sticks.
12 chapters in this module
- Business case for service management
- Service portfolio planning
- Demand forecasting for project services
- Financial management integration
- Resource capacity modeling
- Service valuation techniques
- Strategic alignment workshops
- Vendor cost benchmarking
- SLA pricing models
- Service lifecycle costing
- Return on service investment
- Executive briefing templates
Module 3. Designing Vendor Selection Frameworks
Build ISO 20000-compliant vendor evaluation systems that give you formal influence in procurement decisions.
12 chapters in this module
- Vendor evaluation criteria design
- RFP alignment with controls
- Technical capability scoring
- Service continuity requirements
- Compliance evidence expectations
- Reference validation protocols
- Onboarding workflow design
- Contractual SLA integration
- Penalty and incentive structures
- Performance review cycles
- Exit and transition planning
- Multi-vendor governance
Module 4. Service Transition in Project Handovers
Standardize knowledge transfer and operational handover using ISO 20000, reducing dependency on tribal knowledge.
12 chapters in this module
- Transition planning timeline
- Knowledge transfer protocols
- Operational readiness assessment
- Service validation checklists
- Stakeholder sign-off workflows
- Post-implementation review design
- Support model integration
- Escalation pathway setup
- Change management documentation
- Release packaging standards
- Backout planning
- Success metrics definition
Module 5. Incident and Problem Management for Projects
Implement structured response systems for project service disruptions, ensuring continuity and accountability.
12 chapters in this module
- Incident classification schema
- Response tiering framework
- Escalation path design
- Root cause analysis workflow
- Problem record maintenance
- Known error database setup
- Postmortem facilitation
- Preventive action tracking
- Event correlation basics
- Major incident protocol
- Cross-team coordination
- Status reporting automation
Module 6. Change Management with Project Speed
Balance ISO 20000 change controls with project delivery pace, avoiding bottlenecks while maintaining compliance.
12 chapters in this module
- Change types categorization
- Standard change definition
- Emergency change workflow
- CAB structure and roles
- Risk-based approval tiers
- Change calendar management
- Impact assessment templates
- Rollback planning
- Automated change logging
- Change advisory participation
- Post-change review process
- Change success metrics
Module 7. Configuration Management in Dynamic Environments
Track service components across fast-moving project deliveries using ISO 20000 configuration practices.
12 chapters in this module
- CMDB scope definition
- Configuration item identification
- Relationship mapping
- Baseline creation
- Audit frequency planning
- Automated discovery setup
- Version control integration
- Access control policies
- CI ownership assignment
- Change linkage protocols
- Decommission tracking
- Reporting accuracy validation
Module 8. Service Level Management in Stakeholder-Rich Settings
Define and maintain service expectations across multiple internal and external groups.
12 chapters in this module
- SLA structure design
- KPI selection process
- Service level negotiation
- Monitoring method alignment
- Reporting frequency setup
- Performance review meetings
- Escalation triggers
- Remediation planning
- Stakeholder feedback loops
- SLA revision process
- Third-party SLA mapping
- Service credit frameworks
Module 9. Capacity and Availability Planning for Projects
Forecast and ensure service readiness across peak project phases.
12 chapters in this module
- Capacity planning cycle
- Resource modeling techniques
- Peak demand forecasting
- Bottleneck identification
- Scaling strategy design
- Availability target setting
- Uptime measurement
- Redundancy planning
- Failover testing
- Performance tuning
- Monitoring thresholds
- Capacity report templates
Module 10. Information Security in Service Delivery
Integrate ISO 20000 security controls with project data handling requirements.
12 chapters in this module
- Security policy integration
- Access control matrix
- Data classification alignment
- Encryption standards
- Incident response linkage
- Audit logging requirements
- Third-party security checks
- User role definitions
- Privileged access controls
- Security training delivery
- Compliance testing
- Security KPI tracking
Module 11. Supplier Management and Contract Compliance
Ensure vendor contracts uphold ISO 20000 service standards and project delivery expectations.
12 chapters in this module
- Supplier evaluation criteria
- Contract compliance checklist
- Performance monitoring
- Audit rights definition
- Subcontractor oversight
- Renewal risk assessment
- Termination clause review
- Compliance evidence collection
- Relationship governance
- Joint review meetings
- Innovation tracking
- Market benchmarking
Module 12. Continuous Improvement in Project Service Models
Apply ISO 20000 principles to refine service delivery across multiple engagements.
12 chapters in this module
- Improvement candidate identification
- PDCA cycle application
- Metrics trend analysis
- Stakeholder feedback review
- Benchmarking methods
- Process reengineering basics
- Automation opportunities
- Knowledge capture
- Lessons learned integration
- Service catalog updates
- Control refinement
- Executive impact reporting
How this maps to your situation
- Implementing service management in project-driven firms
- Leading vendor selection with governance rigor
- Handing over projects to operations seamlessly
- Scaling service models across global teams
Before vs. after
Before
Influence over vendor and service decisions is informal and inconsistent across project phases.
After
You own the vendor review track, service roadmap input, and transition governance with referenceable frameworks.
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 in 6-8 weeks with flexible pacing.
If nothing changes
Without structured service governance, influence remains ad hoc and dependent on personal relationships, missing opportunities to shape direction at scale.
How this compares to the alternatives
Unlike generic ITIL or ITSM courses, this program is tailored to project management leaders who need structured influence over vendor selection and service roadmap decisions, not just operational staff looking to pass exams.
Frequently asked
Is this course relevant for non-IT project leads?
Yes. The principles apply to any project leader overseeing complex service delivery, including facilities, construction, and financial services transformations.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this prepare me for ISO 20000 certification?
It provides practical implementation guidance aligned with ISO 20000 standards, but is not a certification prep course.
$199 one-time. Approximately 3 hours per module, designed for completion in 6-8 weeks with flexible pacing..
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