A tailored course, built for your situation
Mastering ISO 20000 for Senior Software Engineers
Build audit-ready service management systems with precision
$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.
Stop revising service documentation to meet compliance bars
The situation this course is for
Engineers spend 30% of cycle time reworking service artefacts for audit readiness, time that should be spent shipping.
Who this is for
Senior Software Engineer working in regulated environments where service delivery traceability matters
Who this is not for
This is not for junior developers or those outside service-centric software delivery roles.
What you walk away with
- Produce ISO 20000-aligned service documentation that passes review without revision
- Apply change management controls that stand up to auditor scrutiny
- Map incident workflows to formal service agreements with confidence
- Embed service continuity checks directly into development pipelines
- Accelerate audit preparation with ready-made templates and checklists
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope and Applicability
Define where ISO 20000 applies in software-driven service environments and identify boundaries for compliance.
12 chapters in this module
- Service lifecycle overview
- Regulatory intent behind ISO 20000
- Distinguishing ITIL from ISO 20000
- Service catalogue fundamentals
- Incident vs problem management
- Change control boundaries
- Configuration management data
- Release and deployment planning
- Service level agreement design
- Availability planning
- Capacity management basics
- Information security integration
Module 2. Service Management System Architecture
Design the core structure of an ISO 20000-compliant system with clear ownership and traceability.
12 chapters in this module
- SMS governance model
- Process owner identification
- Documentation hierarchy
- Version control for policies
- Audit trail requirements
- Evidence collection strategy
- Integration with DevOps tools
- Role-based access setup
- Compliance monitoring nodes
- Incident escalation paths
- Third-party service inclusion
- Continuous improvement loop
Module 3. Incident Management That Stands Up to Review
Build incident response workflows that are structured, traceable, and auditor-friendly.
12 chapters in this module
- Event classification tiers
- Escalation path definitions
- Resolution time benchmarks
- Post-mortem documentation
- Root cause analysis format
- Linking incidents to SLAs
- Automated ticketing integration
- User communication templates
- Repeat failure tracking
- Workaround vs permanent fix
- Escalation to problem management
- Audit-readiness checklist
Module 4. Change Control with Engineering Precision
Implement change workflows that preserve stability without slowing delivery.
12 chapters in this module
- Change types classification
- Standard change identification
- Emergency change protocol
- Change advisory board setup
- Risk assessment matrix
- Backout planning
- Deployment window coordination
- Testing validation steps
- Rollback documentation
- Post-implementation review
- Change success metrics
- Integration with CI/CD
Module 5. Service Level Agreement Design and Enforcement
Create SLAs that are measurable, enforceable, and aligned with business expectations.
12 chapters in this module
- SLA vs OLAs vs UCs
- Metric selection criteria
- Service availability targets
- Response time commitments
- Penalty clause design
- Reporting frequency setup
- Customer notification protocol
- SLA review cycles
- Performance dashboards
- Breach handling process
- Legal alignment check
- Audit trail for SLA data
Module 6. Configuration Management Database Integration
Ensure accurate, up-to-date configuration records that support compliance.
12 chapters in this module
- CMDB scope definition
- CI identification criteria
- Attribute naming standards
- Relationship mapping
- Discovery tool integration
- Automated sync frequency
- Access control rules
- Audit trail for changes
- Version comparison reports
- Decommissioning process
- CI ownership model
- Compliance reporting output
Module 7. Release and Deployment Process Alignment
Align software releases with ISO 20000 deployment control requirements.
12 chapters in this module
- Release planning cycle
- Deployment schedule coordination
- Build verification steps
- Staging environment setup
- Rollback readiness check
- Change freeze periods
- Post-deployment validation
- User acceptance process
- Knowledge transfer steps
- Documentation updates
- Audit log capture
- Lessons learned repository
Module 8. Service Continuity and Availability Planning
Design systems that maintain service under disruption with documented resilience.
12 chapters in this module
- Risk assessment for downtime
- Business impact analysis
- Recovery time objectives
- Backup strategy design
- Failover testing schedule
- Alternate site readiness
- Disaster recovery documentation
- Crisis communication plan
- Third-party dependency check
- Insurance alignment
- Regulatory obligation mapping
- Audit trail for drills
Module 9. Capacity Management for Sustainable Growth
Plan for growth without degradation by embedding capacity reviews into operations.
12 chapters in this module
- Capacity planning cycle
- Usage trend analysis
- Bottleneck identification
- Resource forecasting
- Scaling thresholds
- Cost-performance tradeoffs
- Vendor capacity checks
- Monitoring baseline setup
- Alerting thresholds
- Review meeting cadence
- Documentation standards
- Audit evidence collection
Module 10. Information Security in Service Management
Integrate security controls into service workflows without compromising agility.
12 chapters in this module
- Security policy mapping
- Access control enforcement
- Encryption in transit
- Data retention rules
- Incident response coordination
- Third-party security review
- Compliance with ISO 27001
- Penetration test integration
- Security awareness training
- Audit log requirements
- Breach reporting path
- Vendor security attestation
Module 11. Internal Audit and Compliance Verification
Prepare for audits with internal checks that catch gaps before external review.
12 chapters in this module
- Audit planning cycle
- Checklist development
- Evidence collection protocol
- Non-conformance tracking
- Corrective action workflow
- Internal auditor selection
- Audit scope definition
- Interview preparation
- Document retention policy
- Findings reporting format
- Management review input
- Follow-up verification
Module 12. Continuous Service Improvement Execution
Drive measurable progress in service quality using structured feedback loops.
12 chapters in this module
- CSI register setup
- Improvement cycle phases
- Data collection methods
- KPI trend analysis
- Root cause identification
- Solution prioritization
- Implementation planning
- Benefit measurement
- Stakeholder communication
- Lessons captured
- Process update workflow
- Audit readiness for CSI
How this maps to your situation
- When preparing for internal audit
- During incident response cycle
- Prior to major software release
- In service agreement renewal cycle
Before vs. after
Before
Service documentation requires multiple revisions to pass review, and audit evidence is scattered across systems.
After
First-time outputs meet ISO 20000 standards, with complete traceability and minimal rework.
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: 6-8 hours per module, designed to be completed alongside ongoing work.
If nothing changes
Without structured service management, even high-performing teams face repeated audit findings, extended review cycles, and erosion of technical credibility.
How this compares to the alternatives
Unlike generic compliance courses, this program is tailored to software engineers working in service-integrated environments, with technical depth on ISO 20000 implementation in code and operations.
Frequently asked
Is this course relevant if I don’t work in ITSM?
Yes, if your software systems support enterprise services, ISO 20000 controls apply to how you document, release, and maintain them.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me pass an ISO 20000 audit?
Yes, the course teaches you how to build artefacts that meet auditor expectations for completeness and defensibility.
$199 one-time. 6-8 hours per module, designed to be completed alongside ongoing 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