A tailored course, built for your situation
Mastering ISO 20000 for Project Managers in Government Technology
Deliver faster service transitions with embedded process compliance
$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.
Projects delayed by compliance rework and process misalignment
The situation this course is for
Even well-structured projects slow down when service management standards are treated as a final audit hurdle rather than a built-in delivery accelerator. Teams end up looping through reviews, duplicating efforts, and missing windows for seamless handover.
Who this is for
Senior project managers in government technology services who own end-to-end delivery of service implementations and must reconcile speed, compliance, and stakeholder alignment.
Who this is not for
Entry-level coordinators, auditors without delivery responsibility, or consultants focused only on framework training without implementation context.
What you walk away with
- Produce ISO 20000-compliant service design documents on the first pass
- Shorten service transition timelines by integrating standard controls into project phases
- Build stakeholder confidence through auditable artifacts created during delivery, not after
- Reduce cycle time between project approval and service go-live by 30-50%
- Confidently lead cross-functional teams with a documented, repeatable service rollout playbook
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in Project Context
Understand how ISO 20000 applies specifically to project delivery cycles, not just ongoing operations.
12 chapters in this module
- Scope of ISO 20000
- Service lifecycle phases
- Project vs operational boundaries
- Compliance as delivery enabler
- Key clauses for project leads
- Mapping to project charters
- Integration with governance gates
- Common misconceptions
- Stakeholder expectations
- Timeline alignment
- Documentation flow
- Audit readiness basics
Module 2. Service Strategy Integration
Embed service value planning into early project phases using ISO 20000 principles.
12 chapters in this module
- Defining service value
- Stakeholder analysis
- Service portfolio planning
- Business case alignment
- Risk appetite setting
- Resource planning
- Timeline modeling
- KPI establishment
- Success criteria
- Approval workflows
- Budget integration
- Vendor scoping
Module 3. Service Design Controls
Apply ISO 20000 design requirements directly to technical and process specifications.
12 chapters in this module
- Design policy setup
- Service level agreements
- Capacity planning inputs
- Availability targets
- Security integration
- Change evaluation process
- Release planning factors
- Validation checkpoints
- Design review cadence
- Compliance traceability
- Document templates
- Stakeholder sign-off
Module 4. Transition Planning with Compliance Built In
Structure transition plans that meet ISO 20000 requirements without adding delays.
12 chapters in this module
- Transition scope definition
- Build vs configure decision
- Test environment setup
- Data migration rules
- Knowledge transfer plan
- Training workflow design
- Acceptance criteria
- Rollback procedures
- Compliance evidence collection
- Audit trail creation
- Handover checklist
- Sign-off protocol
Module 5. Change Management Execution
Implement standardized change processes that keep projects on track and audit-ready.
12 chapters in this module
- Change types classification
- Request intake workflow
- Impact assessment
- Risk evaluation
- Approval hierarchy
- Scheduling coordination
- Implementation tracking
- Post-change review
- Documentation update
- Non-conformance handling
- Emergency process
- Management reporting
Module 6. Release and Deployment Coordination
Orchestrate releases using ISO 20000-aligned planning and verification steps.
12 chapters in this module
- Release scope definition
- Build verification
- Test validation
- Deployment scheduling
- Cutover planning
- Backout readiness
- Stakeholder notification
- Post-deployment review
- Performance baseline
- Incident readiness
- Documentation finalization
- Audit package assembly
Module 7. Incident and Problem Readiness
Prepare service support structures before go-live using standard requirements.
12 chapters in this module
- Incident categorization
- Response SLAs
- Escalation paths
- Workaround documentation
- Root cause process
- Known error database
- Problem ticket workflow
- Trend analysis
- Resolution tracking
- Feedback integration
- Service recovery
- Post-incident review
Module 8. Configuration Management Setup
Establish reliable configuration tracking from project start to handover.
12 chapters in this module
- CMDB scope definition
- CI identification
- Relationship mapping
- Ownership assignment
- Update workflow
- Audit frequency
- Integration with change
- Access control rules
- Version tracking
- Baseline creation
- Decommissioning
- Reporting standards
Module 9. Service Operation Handover
Design smooth operational transitions with full compliance continuity.
12 chapters in this module
- Handover criteria
- Operational readiness check
- Knowledge transfer
- Support documentation
- Escalation process
- Monitoring setup
- Performance reporting
- Availability tracking
- Incident response
- Change control ownership
- Compliance maintenance
- Audit follow-up
Module 10. Continual Improvement Integration
Build improvement feedback loops into project lifecycle.
12 chapters in this module
- Improvement identification
- Data collection
- Performance review
- Gap analysis
- Initiative prioritization
- Implementation planning
- Change integration
- Success measurement
- Stakeholder feedback
- Reporting cycle
- Benchmarking
- Maturity tracking
Module 11. Project-Based Compliance Evidence
Generate audit-ready documentation as a natural byproduct of delivery.
12 chapters in this module
- Evidence requirements
- Document retention
- Version control
- Approval trails
- Review cycles
- Non-conformance logs
- Audit pack assembly
- Internal review process
- External auditor prep
- Gap remediation
- Compliance dashboard
- Reporting templates
Module 12. Real-World Implementation Playbook
Apply all components to a realistic government technology service launch.
12 chapters in this module
- Project charter example
- Stakeholder map
- Service design doc
- Risk register
- Change log
- Incident log
- Problem record
- Release package
- Handover report
- Compliance pack
- Audit response
- Lessons learned
How this maps to your situation
- Project initiation under ISO 20000
- Design phase compliance integration
- Transition planning with audit readiness
- Operational handover with full traceability
Before vs. after
Before
Projects face delays due to last-minute compliance fixes and fragmented documentation.
After
Service launches proceed on time with embedded ISO 20000 compliance and audit-ready artifacts from the start.
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 be completed alongside active projects.
If nothing changes
Without embedding ISO 20000 into project execution, teams will continue to experience rework, delayed handovers, and compliance gaps that only surface late in the cycle.
How this compares to the alternatives
Generic ISO 20000 training focuses on auditors and operations staff. This course is built specifically for project managers who need to deliver compliant services faster, not just maintain them.
Frequently asked
Is this course suitable for someone without a background in service management?
Yes. It’s designed for project professionals who need to deliver ISO 20000-aligned outcomes, regardless of prior service management training.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive templates I can use in my current projects?
Yes. Each module includes downloadable, customizable templates and real-world examples.
$199 one-time. Approximately 3 hours per module, designed to be completed alongside active projects..
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