A tailored course, built for your situation
Mastering ISO 20000 for Senior Analysts in Digital Practice
Build the operational authority to own end-to-end service delivery decisions
$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.
Stuck executing frameworks without influencing their design?
The situation this course is for
Skilled analysts often deliver against standards without ever owning the architecture. Their impact is high, but their authority doesn't scale with it.
Who this is for
Senior Analyst in a Big 4 digital practice, working across compliance, service delivery, and operational transformation.
Who this is not for
This is not for junior consultants learning ISO 20000 basics, or executives seeking board-level summaries. It's for senior individual contributors ready to own the framework.
What you walk away with
- Map ISO 20000 controls directly to current client engagements
- Lead internal readiness reviews without escalation
- Design SLA frameworks that align with audit requirements
- Own change management decisions within service delivery tracks
- Build reusable artefacts that compound across projects
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope in Digital Service Delivery
Define the boundaries of service management coverage aligned to current client portfolios and operational realities.
12 chapters in this module
- Service lifecycle overview
- Identifying in-scope services
- Control applicability assessment
- Exclusion justification framework
- Stakeholder alignment checklist
- Risk-based scoping decisions
- Documenting scope statements
- Change triggers for scope review
- Internal audit touchpoints
- Third-party service inclusion
- Cloud service integration
- Version control for scope documents
Module 2. Service Level Management Alignment
Design SLAs that meet both client expectations and ISO 20000 compliance thresholds.
12 chapters in this module
- SLA policy foundations
- Defining measurable targets
- Monitoring mechanisms
- Reporting frequency design
- Penalty clause alignment
- Customer satisfaction metrics
- Service review meetings
- SLA exception handling
- Baseline performance documentation
- Continuous improvement integration
- SLM agreement templates
- Cross-functional sign-off process
Module 3. Incident Management Process Design
Structure incident workflows that resolve quickly and satisfy audit traceability.
12 chapters in this module
- Incident classification schema
- Priority matrix design
- Escalation path mapping
- Root cause analysis integration
- Resolution time benchmarks
- Known error database setup
- Major incident protocol
- Post-incident review process
- Incident linkage to problems
- Automated alert integration
- Reporting dashboard setup
- Audit log requirements
Module 4. Problem Management Integration
Turn recurring incidents into proactive fixes with documented problem control.
12 chapters in this module
- Problem identification triggers
- Root cause analysis methods
- Known error documentation
- Workaround validation
- Permanent fix tracking
- Problem priority scoring
- Linking to change management
- Trend analysis techniques
- Problem review meetings
- Integration with incident log
- KPI tracking for resolution
- Audit evidence packaging
Module 5. Change Management Governance
Implement structured change control that prevents outages and satisfies compliance.
12 chapters in this module
- Change types classification
- Standard change creation
- Normal change workflow
- Emergency change process
- Change advisory board role
- Risk assessment templates
- Backout planning
- Change scheduling rules
- Post-implementation review
- Change record completeness
- Automated approval paths
- Audit trail preservation
Module 6. Configuration Management Database Setup
Build a reliable CMDB that supports incident, change, and asset management.
12 chapters in this module
- CI identification framework
- Relationship mapping
- Ownership assignment
- Automated discovery tools
- Data reconciliation process
- Version control for records
- Access control design
- Integration with asset mgmt
- CI lifecycle stages
- Audit trail requirements
- Reporting capabilities
- CMDB health metrics
Module 7. Service Asset and Configuration Control
Link physical and digital assets to service delivery with end-to-end traceability.
12 chapters in this module
- Asset lifecycle stages
- Ownership documentation
- Licensing compliance
- Inventory reconciliation
- Decommissioning process
- Asset tagging standards
- Financial reconciliation
- Vendor management linkage
- Audit readiness checks
- Insurance alignment
- Disaster recovery linkage
- Asset-CI mapping
Module 8. Service Continuity Planning
Design recovery plans that meet ISO 20000 requirements and client expectations.
12 chapters in this module
- Business impact assessment
- RTO and RPO definition
- Disaster recovery strategy
- Backup validation process
- Failover testing schedule
- Alternate site readiness
- Critical service identification
- Recovery team roles
- Communication plan design
- Plan maintenance cycle
- External dependency mapping
- Regulatory alignment
Module 9. Supplier Management Framework
Manage third parties with ISO 20000 compliance as a core requirement.
12 chapters in this module
- Supplier categorization
- Contract compliance checks
- Performance monitoring
- SLA enforcement process
- Risk-based oversight
- Onboarding compliance
- Audit rights negotiation
- Termination planning
- Joint incident response
- Continuous improvement
- Subcontractor controls
- Supplier performance dashboards
Module 10. Information Security in Service Delivery
Align ISO 20000 with core security controls without duplicating effort.
12 chapters in this module
- Access control design
- Confidentiality safeguards
- Data classification schema
- Encryption requirements
- Incident linkage to security
- Security event monitoring
- User access reviews
- Privileged account handling
- Physical security linkage
- Compliance with data laws
- Audit trail integration
- Security awareness program
Module 11. Internal Audit and Readiness
Prepare for audits with confidence using structured evidence collection.
12 chapters in this module
- Audit schedule planning
- Evidence checklist creation
- Document version control
- Interview preparation
- Finding resolution process
- Management review input
- Corrective action tracking
- Internal auditor independence
- Audit scope definition
- Compliance dashboard
- Gap analysis technique
- Pre-audit rehearsal
Module 12. Continual Improvement Execution
Embed feedback loops that evolve service quality without disruption.
12 chapters in this module
- Service review meetings
- Customer feedback channels
- Performance metric selection
- Improvement backlog
- PDCA cycle application
- Quick win identification
- Resource allocation
- Stakeholder buy-in
- Implementation tracking
- Success measurement
- Lessons learned capture
- Improvement reporting
How this maps to your situation
- Client audit preparation
- Internal service transformation
- Third-party oversight
- Operational resilience design
Before vs. after
Before
Executing service management tasks without full ownership of framework decisions.
After
Leading ISO 20000 implementation with authority over service delivery governance.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters total)
- 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 around client work.
If nothing changes
Continuing to deliver against standards without expanding mandate means missed opportunities to shape service design and earn recognition as a go-to practitioner.
How this compares to the alternatives
Unlike generic ISO 20000 overviews, this course is tailored to senior analysts in digital practice who need to expand their decision scope, not just understand the standard.
Frequently asked
Who is this course for?
Senior Analysts in digital or compliance roles who want to own service delivery frameworks, not just support them.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me lead audits?
Yes. You'll gain the structured command to prepare, respond, and lead internal readiness reviews with confidence.
$199 one-time. Approximately 3 hours per module, designed to fit around client work..
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