A tailored course, built for your situation
Mastering ISO 20000 for Senior Service Managers
Build repeatable service delivery frameworks that elevate visibility across global stakeholders
$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 Service Managers in global delivery organizations who lead operational continuity and service excellence initiatives
Who this is not for
Entry-level service coordinators, IT support staff, or practitioners without ownership of service framework design or audit readiness
What you walk away with
- Structure ISO 20000 process documentation that survives leadership changes
- Produce audit-ready evidence packs on demand
- Lead cross-functional service reviews with confidence
- Turn service reporting into a strategic narrative
- Become the internal reference for service framework decisions
The 12 modules (with all 144 chapters)
Module 1. ISO 20000 Foundation and Scope Alignment
Establish clarity on service scope, boundaries, and stakeholder expectations. Learn how to map service components to business outcomes.
12 chapters in this module
- Understanding service lifecycle stages
- Service catalog definition
- Scope boundaries in multi-vendor environments
- Stakeholder role mapping
- Service level agreement hierarchy
- Defining critical services
- Process ownership documentation
- Service schedule alignment
- Service continuity thresholds
- Change freeze window design
- Incident severity classification
- Service reporting cadence
Module 2. Service Level Management Design
Build service level agreements that reflect real operational capacity and business impact.
12 chapters in this module
- SLA vs OLAs vs UCs
- Service level target setting
- Penalty clause structuring
- Performance metric selection
- Reporting threshold design
- Escalation path integration
- Customer review cycle planning
- Service credit mechanisms
- Uptime calculation methods
- Response time benchmarks
- Availability modelling
- Service performance dashboards
Module 3. Incident Management Process Mapping
Design incident workflows that reduce resolution time and improve stakeholder trust.
12 chapters in this module
- Incident categorization framework
- Priority matrix development
- First-line triage protocols
- Major incident declaration
- War room activation triggers
- Post-incident review timing
- Root cause analysis integration
- Knowledge base linking
- Automated alert routing
- Service restoration verification
- Customer communication templates
- Trend analysis for prevention
Module 4. Problem Management and Root Cause Discipline
Shift from reactive fixes to systemic resolution with documented problem lifecycle control.
12 chapters in this module
- Problem record creation
- Known error database setup
- Root cause analysis methods
- Trend detection thresholds
- Workaround documentation
- Permanent fix validation
- Problem escalation paths
- Service impact quantification
- Change advisory integration
- Post-resolution review
- Lessons learned archiving
- Recurring incident reduction
Module 5. Change Management Control Framework
Implement change review processes that balance speed and stability.
12 chapters in this module
- Change types classification
- Standard change identification
- Change advisory board design
- Emergency change protocol
- Change scheduling rules
- Backout plan requirements
- Change success criteria
- Change failure review
- Change calendar management
- Risk-based change assessment
- Automated change tracking
- Change performance metrics
Module 6. Configuration Management Database Strategy
Develop a CMDB that reflects actual service dependencies and supports rapid decision-making.
12 chapters in this module
- CI identification scope
- Relationship mapping
- CMDB ownership model
- Data accuracy validation
- Automated discovery tools
- CI lifecycle stages
- Service mapping to CIs
- Dependency visualization
- CMDB integration points
- Audit readiness checks
- Data reconciliation process
- CMDB reporting outputs
Module 7. Service Asset and Lifecycle Integration
Align asset management with service delivery timelines and contractual obligations.
12 chapters in this module
- Asset lifecycle stages
- Procurement integration
- Warranty tracking
- License compliance monitoring
- Asset disposal process
- Financial depreciation alignment
- Vendor exit planning
- Asset tagging standards
- Lifecycle reporting
- Refresh cycle planning
- End-of-life notification setup
- Asset data governance
Module 8. Service Continuity and Availability Planning
Design availability plans that meet business-critical thresholds and audit requirements.
12 chapters in this module
- Availability requirement gathering
- RTO and RPO definition
- Redundancy design principles
- Failover testing schedule
- Disaster recovery alignment
- Third-party dependency risks
- Capacity threshold monitoring
- Performance degradation response
- Peak load planning
- Service resilience testing
- Recovery time validation
- Business impact modeling
Module 9. Supplier Management and Third-Party Oversight
Structure vendor relationships to ensure compliance and performance accountability.
12 chapters in this module
- Supplier categorization
- Performance metric definition
- Contractual obligation mapping
- SLA monitoring process
- Penalty enforcement workflow
- Supplier review meetings
- Risk rating methodology
- Critical supplier identification
- Exit readiness planning
- Subcontractor oversight
- Financial stability monitoring
- Supplier audit preparation
Module 10. ISO 20000 Audit Preparation and Readiness
Develop evidence trails and documentation structures that pass external audit scrutiny.
12 chapters in this module
- Audit scope definition
- Document retention policy
- Evidence collection process
- Non-conformance tracking
- Corrective action planning
- Internal audit scheduling
- Gap assessment methodology
- Audit checklist development
- Stakeholder readiness review
- Legal and regulatory alignment
- Auditor communication protocol
- Certification maintenance
Module 11. Continuous Service Improvement Framework
Implement CSI activities that drive measurable service evolution.
12 chapters in this module
- CSI register maintenance
- Improvement initiative prioritization
- Benefit measurement framework
- KPI trend analysis
- Service feedback collection
- Process maturity assessment
- Benchmarking strategy
- ROI calculation for improvements
- Change implementation tracking
- Cost-benefit analysis
- Stakeholder impact review
- Improvement communication plan
Module 12. Leadership Engagement and Strategic Narrative
Translate service management work into executive-level visibility and strategic influence.
12 chapters in this module
- Executive reporting structure
- Service value communication
- Risk narrative development
- Budget justification framework
- Strategic initiative alignment
- Leadership presentation design
- Board-level summary creation
- Cross-functional influence tactics
- Success story documentation
- Service maturity roadmap
- Stakeholder expectation management
- Visibility amplification techniques
How this maps to your situation
- Service delivery under efficiency pressure
- Multi-client service environment
- Global stakeholder coordination
- Audit and compliance readiness
Before vs. after
Before
Service management work remains operational and reactive, with limited visibility to leadership.
After
Service frameworks become strategic assets, with clear executive recognition and cross-organizational influence.
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 3-4 hours per week over 8 weeks to complete all modules and apply templates.
How this compares to the alternatives
Unlike generic ITIL courses, this program focuses specifically on ISO 20000 implementation with real-world templates and evidence structures used in successful audits.
Frequently asked
How is this different from general IT service management training?
This course is narrowly focused on ISO 20000 implementation with structured documentation, audit-ready artefacts, and leadership visibility strategies specific to senior practitioners.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is this course relevant for non-IT service roles?
It's designed for service managers in technology-enabled delivery organizations who own service framework design and compliance outcomes.
$199 one-time. Approximately 3-4 hours per week over 8 weeks to complete all modules and apply templates..
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