A tailored course, built for your situation
Mastering ISO 20000 for Senior Automation Engineers in Global Services
Build repeatable service delivery systems that scale across client engagements
$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.
Who this is for
Senior Automation Engineer in a global systems integrator, delivering client-facing automation solutions with compliance-integrated design
Who this is not for
Entry-level engineers, pure-play developers without service delivery responsibilities, or managers without hands-on automation architecture involvement
What you walk away with
- Lead ISO 20000-aligned service delivery design in client engagements
- Produce audit-ready documentation packages faster using standardized templates
- Integrate automation workflows with service incident and problem management protocols
- Differentiate in bid cycles by demonstrating service framework maturity
- Gain recognition as a primary architect in multi-vendor delivery landscapes
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000's Role in Automation Ecosystems
Explore how ISO 20000 principles apply directly to automation workflows, service desks, and incident response pipelines in client delivery environments.
12 chapters in this module
- Defining service management in automation-driven environments
- Key differences between ISO 20000 and other ISO standards in operations
- Mapping automation processes to ISO 20000 service delivery clauses
- How service lifecycle stages impact automation handoffs
- Client expectations tied to ISO 20000 certification status
- Common misconceptions about ISO 20000 in technical delivery roles
- Integrating service continuity into robotic process workflows
- Auditor focus areas in automation-centric service reviews
- Real-world examples of ISO 20000 findings in automation projects
- Linking service level agreements to automated monitoring triggers
- Balancing speed of delivery with framework compliance depth
- Preparing for unannounced service audit readiness checks
Module 2. Service Request Management in Automated Workflows
Design systems that route and resolve service requests using automation while meeting ISO 20000 compliance requirements.
12 chapters in this module
- Classifying service requests in high-volume automation environments
- Routing logic for tiered support in client-facing systems
- Automation triggers based on service request categorization
- Maintaining audit trails for service request lifecycle events
- Integrating approval gates without slowing response time
- Handling exceptions in automated service request resolution
- Documenting decision paths for auditor review
- Aligning request management with client SLAs
- Using templates to standardize service request handling
- Reducing rework through upfront request validation
- Tracking repeat incidents for root cause identification
- Benchmarking resolution times across delivery teams
Module 3. Incident Management and Automation Integration
Use automation to accelerate incident detection, classification, and resolution while adhering to ISO 20000 requirements.
12 chapters in this module
- Defining incident scope in hybrid human-automation environments
- Automated detection and alerting based on service thresholds
- Categorizing incidents using standardized taxonomies
- Linking incident records to configuration management databases
- Prioritizing incidents using business impact rules
- Setting up auto-resolution paths for known error patterns
- Creating audit-compliant incident escalation paths
- Integrating chatbots for first-line incident filtering
- Managing incident timelines with automated reminders
- Producing regulator-ready incident response summaries
- Reducing mean time to resolution with smart routing
- Validating incident closure with client-side confirmation
Module 4. Problem Management Using Pattern Recognition
Leverage automation to detect recurring issues and drive permanent fixes in line with ISO 20000 problem management clauses.
12 chapters in this module
- Differentiating incidents from underlying problems
- Using log data to identify root causes of automation failures
- Creating known error databases for future reference
- Automating pattern detection in event streams
- Linking problem records to change management workflows
- Documenting permanent fixes for auditor validation
- Measuring effectiveness of problem resolution efforts
- Integrating machine learning for trend prediction
- Reducing incident volume through proactive problem solving
- Standardizing problem review meeting formats
- Tracking workaround usage before permanent fixes
- Aligning problem management with client risk profiles
Module 5. Change Evaluation and Automation Safeguards
Implement change control processes that use automation for risk assessment and deployment tracking.
12 chapters in this module
- Classifying changes based on impact and urgency levels
- Automating pre-change risk scoring models
- Integrating change calendars with deployment pipelines
- Using approval workflows with role-based access control
- Automated rollback triggers based on performance metrics
- Documenting change success and failure patterns
- Linking changes to service outage history
- Avoiding unauthorized changes through configuration locks
- Tracking emergency changes with full audit trail
- Benchmarking change success rates across teams
- Integrating post-implementation reviews into automation
- Reducing change-related outages through simulation
Module 6. Configuration Management in Dynamic Environments
Maintain accurate configuration records in fast-changing automation landscapes using ISO 20000 principles.
12 chapters in this module
- Defining configuration items in robotic process systems
- Automated discovery of configuration relationships
- Maintaining configuration baselines across environments
- Integrating CMDB updates with release pipelines
- Validating configuration integrity after deployment
- Handling configuration drift in cloud-based systems
- Auditing configuration accuracy during compliance checks
- Using version control for configuration scripts
- Linking configuration changes to incident records
- Reducing false alerts through accurate CMDB entries
- Scaling configuration management in multi-client setups
- Producing configuration status reports for clients
Module 7. Service Level Monitoring and Reporting
Design automated monitoring systems that validate service levels and generate compliance-ready reports.
12 chapters in this module
- Defining measurable service level indicators
- Setting up automated SLA tracking dashboards
- Alerting on SLA threshold breaches in real time
- Generating monthly service performance summaries
- Integrating client feedback into service level reviews
- Adjusting service targets based on usage patterns
- Using historical data to forecast service demand
- Aligning internal metrics with client-facing SLAs
- Reducing reporting effort with pre-built templates
- Validating service level data with third-party sources
- Benchmarking performance across delivery regions
- Presenting service level results to client stakeholders
Module 8. Service Continuity Planning and Automation
Use automation tools to enhance service continuity and disaster recovery processes.
12 chapters in this module
- Identifying critical services for continuity planning
- Automating failover processes in multi-region setups
- Testing disaster recovery procedures with simulated outages
- Documenting recovery time objectives for automation systems
- Integrating backup verification into daily checks
- Using orchestration tools to streamline recovery
- Maintaining updated contact lists for crisis response
- Aligning service continuity plans with client requirements
- Reducing recovery testing overhead with automation
- Validating plan effectiveness through red team exercises
- Reporting on continuity readiness to delivery leads
- Updating plans based on infrastructure changes
Module 9. Supplier Management in Multi-Vendor Engagements
Coordinate with external vendors using ISO 20000-aligned practices and automated tracking.
12 chapters in this module
- Defining supplier roles in automation ecosystems
- Establishing contract terms with measurable outcomes
- Monitoring supplier performance using automated tools
- Integrating vendor SLAs with internal service levels
- Managing disputes through documented escalation paths
- Conducting regular supplier review meetings
- Tracking compliance with data protection requirements
- Using scorecards to evaluate long-term partners
- Reducing coordination overhead with shared dashboards
- Aligning supplier schedules with client delivery timelines
- Documenting supplier contributions for audit purposes
- Improving collaboration through standardized interfaces
Module 10. Capacity Planning for Scalable Automation
Forecast resource needs and optimize automation capacity using ISO 20000 principles.
12 chapters in this module
- Measuring current automation workload volumes
- Predicting future capacity needs based on growth trends
- Optimizing bot utilization across business units
- Integrating capacity planning with financial forecasting
- Using historical data to model peak loads
- Scaling infrastructure based on demand forecasts
- Reducing idle bot time through smarter scheduling
- Aligning capacity plans with client expansion timelines
- Monitoring system bottlenecks in real time
- Reporting on capacity efficiency to delivery leadership
- Adjusting plans based on seasonal fluctuations
- Creating what-if scenarios for new client onboarding
Module 11. Information Security in Service Delivery
Embed security controls into automation workflows to meet ISO 20000 and broader compliance expectations.
12 chapters in this module
- Identifying security risks in automation pipelines
- Applying role-based access to workflow designs
- Encrypting sensitive data in transit and at rest
- Auditing access to automation control systems
- Managing credentials securely in execution environments
- Detecting suspicious behavior using anomaly alerts
- Integrating with centralized identity providers
- Complying with client-specific data handling rules
- Reporting security posture to client stakeholders
- Conducting regular security awareness training
- Aligning with ISO 27001 where applicable
- Reducing exposure through least-privilege design
Module 12. Internal Audit and Continuous Improvement
Prepare for audits and drive ongoing improvement in service delivery using automation-enabled insights.
12 chapters in this module
- Planning internal audit schedules for service teams
- Collecting evidence using automated data capture
- Conducting self-assessments against ISO 20000 criteria
- Reporting findings to team leads and clients
- Tracking corrective actions to closure
- Using audit results to refine automation logic
- Benchmarking performance across delivery units
- Sharing best practices through knowledge repositories
- Integrating feedback loops into service design
- Reducing repeat findings through root cause analysis
- Demonstrating continuous improvement to clients
- Building a culture of compliance through team engagement
How this maps to your situation
- Service delivery governance
- Client-facing automation programs
- Multi-vendor integration
- Compliance-integrated design
Before vs. after
Before
Delivering automation solutions with reactive compliance adjustments and fragmented documentation.
After
Leading service delivery design with ISO 20000 embedded from the start, producing audit-ready outputs and influencing architecture decisions.
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 around active client delivery cycles.
If nothing changes
Continuing without structured service framework integration may lead to increased rework, failed client audits, and missed opportunities to lead in high-visibility engagements.
How this compares to the alternatives
Unlike generic ISO 20000 overviews, this course is tailored to automation engineers, focusing on real-world integration points, client delivery pressures, and technical implementation details rather than theoretical concepts.
Frequently asked
Is this course suitable for someone without prior ISO 20000 experience?
Yes, the course starts with foundational concepts and builds progressively into advanced implementation techniques.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive a certificate upon completion?
Yes, a digital certificate is issued upon finishing all modules and passing a final assessment.
$199 one-time. Approximately 3 hours per module, designed to fit around active client delivery cycles..
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