A tailored course, built for your situation
Mastering ISO 20000 for Project Managers in Global Technology Services
Build auditable service delivery frameworks that stand up to scrutiny the first time
$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.
Avoiding rework on service delivery audits
The situation this course is for
Project Managers in technology services often face repeated review cycles because initial outputs lack the structure or traceability ISO 20000 requires. This delays sign-offs and increases effort.
Who this is for
Project Manager at a global IT services firm managing compliance-critical delivery timelines
Who this is not for
Entry-level coordinators or team members not responsible for end-to-end service framework design
What you walk away with
- Produce ISO 20000-compliant service documentation that passes internal review the first time
- Structure service workflows with built-in auditability and clear ownership trails
- Reduce rework cycles by applying standardized control patterns upfront
- Leverage pre-approved narrative templates for incident, change, and service level management
- Confidently lead audit preparation with a complete, defensible service management system
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope in Project Delivery
Define the boundaries of service management applicability within project-led environments. Identify which processes require formal documentation and control.
12 chapters in this module
- Mapping ISO 20000 applicability to project-based service delivery
- Differentiating project lifecycle from ongoing service operations
- Identifying mandatory vs. optional control clauses
- Determining service catalog alignment for client-facing offerings
- Establishing service level agreement prerequisites
- Defining incident management thresholds for project teams
- Clarifying change control scope during deployment phases
- Integrating problem management into project retrospectives
- Setting configuration item baselines for audit readiness
- Documenting release management handover procedures
- Aligning availability requirements with project timelines
- Assessing continuity needs for time-bound deliverables
Module 2. Building the Service Management Framework
Construct a scalable service management system tailored to project execution, ensuring compliance without overburdening delivery timelines.
12 chapters in this module
- Structuring policies that support fast-paced delivery
- Designing service management roles within project teams
- Assigning clear ownership for process execution
- Creating service management documentation hierarchies
- Integrating governance checkpoints into sprint cycles
- Developing audit-ready process flows
- Linking service objectives to project KPIs
- Embedding compliance into team onboarding
- Standardizing service request handling across projects
- Maintaining version control for process documents
- Using metadata to enable automated compliance checks
- Ensuring traceability from policy to execution
Module 3. Incident Management with Project Context
Adapt incident response workflows to transient project environments while preserving ISO 20000 compliance and audit trails.
12 chapters in this module
- Defining incident response roles within project teams
- Classifying incidents by impact and urgency in delivery contexts
- Logging incidents with ISO 20000-compliant data fields
- Establishing escalation paths for cross-functional issues
- Integrating monitoring tools with incident tracking
- Applying root cause analysis to project-specific outages
- Reducing mean time to resolution through pre-defined scripts
- Maintaining incident records for audit purposes
- Linking incidents to change control processes
- Reporting incident trends to project leadership
- Improving service stability through feedback loops
- Auditing incident response effectiveness quarterly
Module 4. Change Control in Fast-Moving Projects
Implement a lightweight yet compliant change management process that supports agility while meeting ISO 20000 requirements.
12 chapters in this module
- Classifying changes by risk and complexity level
- Defining standard change templates for common actions
- Establishing fast-track approval workflows
- Involving stakeholders in change advisory boards
- Documenting change rationale and expected outcomes
- Assessing backout plans for high-risk deployments
- Scheduling changes to minimize service disruption
- Linking changes to configuration management records
- Conducting post-implementation reviews
- Measuring change success rates over time
- Reducing unauthorized changes through enforcement
- Aligning change timelines with project milestones
Module 5. Problem Management Integration
Shift from reactive fixes to proactive resolution by embedding problem management into project retrospectives and delivery cycles.
12 chapters in this module
- Identifying recurring issues across project teams
- Initiating problem records from incident clusters
- Conducting root cause analysis with cross-team input
- Prioritizing problem resolution based on business impact
- Developing known error databases for team access
- Linking problem records to change requests
- Implementing permanent fixes in deployment pipelines
- Reducing incident volume through proactive resolution
- Tracking problem resolution timelines
- Measuring effectiveness of problem management
- Sharing insights across delivery teams
- Auditing problem lifecycle completeness
Module 6. Service Level Management Execution
Define, track, and report service levels that align with project expectations and contractual obligations under ISO 20000.
12 chapters in this module
- Negotiating SLAs with internal and external stakeholders
- Documenting service level targets in project contracts
- Monitoring performance against agreed metrics
- Generating service level reports for review meetings
- Addressing SLA breaches with corrective actions
- Adjusting SLAs based on project phase changes
- Linking SLA data to incident and change records
- Reporting service achievement to leadership
- Benchmarking SLA performance across engagements
- Improving SLA realism through historical analysis
- Automating SLA tracking with dashboard tools
- Demonstrating SLA compliance during audits
Module 7. Configuration Management Best Practices
Maintain accurate configuration records in project environments where systems change rapidly and ownership shifts frequently.
12 chapters in this module
- Identifying configuration items in project deliverables
- Assigning ownership for configuration records
- Establishing configuration baselines at key milestones
- Controlling access to configuration databases
- Linking CIs to change and incident records
- Auditing configuration data for completeness
- Using automation to detect unauthorized changes
- Integrating CI data with asset management
- Maintaining version history for critical components
- Reporting on configuration status regularly
- Aligning CI scope with ISO 20000 requirements
- Preparing configuration records for audits
Module 8. Release and Deployment Management
Standardize release processes across projects to ensure consistency, compliance, and smooth handovers to operations.
12 chapters in this module
- Planning release schedules aligned with project timelines
- Defining release types and their approval paths
- Building release packages with audit-ready documentation
- Testing releases in pre-production environments
- Coordinating deployment windows with stakeholders
- Executing rollback procedures when needed
- Documenting release outcomes and lessons learned
- Linking releases to change management records
- Measuring release success and stability
- Improving deployment quality over time
- Automating release workflows where possible
- Auditing release processes for compliance
Module 9. Service Continuity Planning
Develop practical continuity strategies tailored to project timelines and deliverables under ISO 20000 requirements.
12 chapters in this module
- Assessing continuity risks for time-bound projects
- Defining recovery time and point objectives
- Developing continuity plans for critical deliverables
- Testing plans through tabletop exercises
- Maintaining access to backup environments
- Documenting roles and responsibilities during outages
- Communicating continuity updates to stakeholders
- Reviewing plans after major incidents
- Aligning continuity scope with project duration
- Integrating vendor support into response plans
- Reporting on continuity preparedness
- Auditing continuity documentation annually
Module 10. Supplier Management Compliance
Ensure third-party vendors meet ISO 20000 requirements and deliver compliant outputs as part of project teams.
12 chapters in this module
- Evaluating suppliers against service management criteria
- Including ISO 20000 requirements in contracts
- Monitoring supplier performance against SLAs
- Managing supplier changes with oversight
- Conducting due diligence during onboarding
- Reporting supplier issues to project leadership
- Enforcing compliance through audits
- Terminating non-compliant relationships
- Maintaining supplier records for review
- Integrating supplier data into service reporting
- Aligning supplier timelines with project milestones
- Auditing supplier management processes
Module 11. Internal Audit Preparation
Prepare for internal audits by ensuring all service management processes meet ISO 20000 standards and project realities.
12 chapters in this module
- Scheduling internal audit cycles based on project flow
- Selecting qualified auditors with project experience
- Preparing documentation packages in advance
- Conducting pre-audit readiness reviews
- Identifying high-risk areas for focus
- Responding to audit findings promptly
- Correcting non-conformities with root cause fixes
- Tracking corrective actions to closure
- Reporting audit outcomes to leadership
- Using audit results to improve processes
- Maintaining audit trails for external reviewers
- Demonstrating continuous improvement
Module 12. Continual Improvement in Project Settings
Embed continual service improvement into project retrospectives and delivery rhythms to meet ISO 20000 expectations.
12 chapters in this module
- Identifying improvement opportunities from project data
- Prioritizing improvements based on impact and effort
- Assigning ownership for improvement actions
- Tracking progress using measurable KPIs
- Incorporating feedback from clients and teams
- Using CSI registers to manage initiatives
- Aligning improvements with strategic goals
- Reporting on improvement outcomes
- Sharing best practices across projects
- Avoiding improvement fatigue in fast cycles
- Measuring the ROI of improvement efforts
- Auditing CSI process effectiveness
How this maps to your situation
- Project delivery under ISO 20000 standards
- Efficiency pressure in global IT services
- Audit readiness for transient teams
- Compliance without slowing delivery
Before vs. after
Before
Spending extra cycles refining service documentation for audits
After
Producing clean, compliant outputs the first time
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 90 minutes per module, designed for completion over 12 weeks with weekend availability.
If nothing changes
Without structured ISO 20000 application, project teams risk repeated rework, audit findings, and diminished credibility on service delivery quality.
How this compares to the alternatives
Unlike generic compliance courses, this program is tailored to project managers in IT services, focusing on practical, audit-ready outputs that align with ISO 20000 and real delivery constraints.
Frequently asked
Who is this course for?
Project Managers in global IT services firms who own compliance-critical deliverables and need to produce auditable service documentation efficiently.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this if my client doesn't require ISO 20000?
Yes, many principles are transferable to other frameworks like ITIL or SOC 2, and clean documentation improves credibility regardless of standard.
$199 one-time. Approximately 90 minutes per module, designed for completion over 12 weeks with weekend availability..
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