A tailored course, built for your situation
Mastering ISO 20000 for Project Managers in Global Software Delivery
Build recognized authority in service management frameworks within your delivery organization
$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.
Struggling to align compliance with delivery timelines across global teams?
The situation this course is for
Many project managers face pressure to deliver on time while meeting complex service standards, often resulting in last-minute audits and reactive remediation. ISO 20000 compliance can feel like overhead, not leverage.
Who this is for
Project Manager in software services firm managing cross-functional delivery with growing compliance scope
Who this is not for
Individuals not involved in service delivery projects or compliance alignment efforts
What you walk away with
- Lead ISO 20000 implementation projects from initiation to audit-ready status
- Produce standardized service design documents used across multiple clients
- Respond confidently to auditor inquiries with pre-mapped controls
- Position your project team as the internal subject matter expert on ISO 20000
- Reduce rework cycles by integrating compliance into delivery workflows
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and Its Role in Software Projects
Establish foundational knowledge of the ISO 20000 standard and how it integrates into current software delivery life cycles.
12 chapters in this module
- Scope of ISO 20000
- Service management lifecycle
- Key terms and definitions
- Alignment with project phases
- Roles in service delivery
- Client expectations mapping
- Common misconceptions
- Regulatory context
- Relationship to other standards
- Documentation hierarchy
- Audit preparedness basics
- Project integration checklist
Module 2. Service Design and Transition Planning
Learn how to design compliant services and transition them into operation without disrupting delivery timelines.
12 chapters in this module
- Service design principles
- Capacity planning inputs
- Availability requirements
- Change management integration
- Transition risk mapping
- Stakeholder alignment
- Design validation steps
- Handover criteria
- Resource planning
- Test execution planning
- Rollback procedures
- Post-transition review
Module 3. Incident and Problem Management Integration
Embed ISO 20000-aligned incident workflows into your project structure to ensure service continuity.
12 chapters in this module
- Defining incidents vs problems
- Response time tiers
- Root cause analysis methods
- Workaround documentation
- Escalation paths
- Trend tracking
- Major incident protocols
- KPI definition
- Reporting cycles
- Tool integration
- Cross-team coordination
- Resolution benchmarking
Module 4. Configuration and Change Management Systems
Implement tracking systems for configuration items and change approvals that meet audit requirements.
12 chapters in this module
- Configuration baseline definition
- CMDB fundamentals
- Change request types
- Standard change workflow
- Change advisory board role
- Automated approvals
- Impact assessment matrix
- Rollback planning
- Version control mapping
- Audit trail design
- Tool selection guide
- Integration with DevOps
Module 5. Service Level Agreement Frameworks
Design enforceable SLAs that align with ISO 20000 and client expectations.
12 chapters in this module
- SLA vs OLAs
- Service targets definition
- Measurement frequency
- Penalty clauses
- Performance reporting
- Client sign-off process
- Threshold exceptions
- Review cycle design
- KPI dashboarding
- Amendment protocols
- Dispute resolution
- Benchmarking against peers
Module 6. IT Service Continuity Planning
Develop continuity strategies that satisfy ISO 20000 and support resilient delivery operations.
12 chapters in this module
- Business impact analysis
- Recovery time objectives
- Resource redundancy
- Disaster recovery testing
- Crisis communication plan
- Alternate site planning
- Supplier continuity
- Insurance mapping
- Regulatory reporting
- Recovery validation
- Plan maintenance
- Training requirements
Module 7. Supplier Management and Third-Party Assurance
Ensure vendor compliance with ISO 20000 through structured oversight and performance tracking.
12 chapters in this module
- Vendor risk classification
- Contractual obligations
- Performance monitoring
- Audit rights
- Penalty enforcement
- Onboarding process
- Security requirements
- Service credit systems
- Exit planning
- Joint review meetings
- Compliance validation
- Relationship management
Module 8. Internal Audit Preparation
Prepare for internal audits with pre-mapped evidence and response protocols.
12 chapters in this module
- Audit scope definition
- Evidence collection
- Control mapping
- Gap analysis
- Corrective action plans
- Review scheduling
- Auditor communication
- Documentation standards
- Sampling methods
- Finding classification
- Remediation timelines
- Status reporting
Module 9. External Certification Readiness
Guide your team through the certification process with confidence.
12 chapters in this module
- Certification bodies
- Accreditation process
- Documentation package
- Stage 1 audit prep
- Stage 2 audit prep
- Surveillance audits
- Scope changes
- Corrective action response
- Public reporting
- Re-certification cycle
- Cost management
- Stakeholder updates
Module 10. Continuous Improvement and Service Reporting
Embed feedback loops and performance reporting into service delivery.
12 chapters in this module
- PDCA cycle application
- Key performance indicators
- Service reports
- Client feedback integration
- Process maturity models
- Benchmarking
- Improvement backlogs
- Initiative prioritization
- ROI tracking
- Stakeholder communication
- Lessons learned
- Annual review process
Module 11. Cross-Standard Alignment
Align ISO 20000 with ISO 27001, COBIT, and other frameworks.
12 chapters in this module
- Control overlap mapping
- Unified documentation
- Audit convergence
- Resource optimization
- Policy alignment
- Risk integration
- Security controls
- Data privacy links
- Compliance dashboards
- Training alignment
- Tool consolidation
- Executive reporting
Module 12. Leading Teams Through ISO 20000 Adoption
Lead organizational change and build internal capability around ISO 20000.
12 chapters in this module
- Change management planning
- Stakeholder engagement
- Training programs
- Champion networks
- Resistance mitigation
- Success measurement
- Leadership communication
- Knowledge retention
- Maturity assessment
- Governance structure
- Team incentives
- Recognition programs
How this maps to your situation
- New project onboarding
- Mid-cycle audit preparation
- Vendor transition planning
- Post-incident review
Before vs. after
Before
Reactive compliance efforts that create delivery friction and audit risk
After
Proactive, standardized service management practice recognized across teams
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 to fit within existing project timelines.
If nothing changes
Without structured ISO 20000 capabilities, project managers risk repeated audit findings, client escalations, and missed opportunities to lead high-visibility compliance initiatives.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses specifically on ISO 20000 implementation within software delivery projects, combining practical templates with real-world examples from global firms.
Frequently asked
Is this course relevant for non-technical project managers?
Yes. The content is tailored for project leadership roles managing service delivery, not technical specialists.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this to multiple clients?
Yes. The frameworks are designed to be reusable and adaptable across engagements.
$199 one-time. Approximately 3 hours per module, designed to fit within existing project timelines..
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