A tailored course, built for your situation
Mastering ISO 20000 for Senior Development Software Specialists
Achieve complete command of service management frameworks with a tailored implementation roadmap.
$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.
Struggling to align ISO 20000 with development workflows?
The situation this course is for
Many software specialists face delays when translating service management standards into working systems. The gap between policy and implementation creates rework and weakens audit outcomes.
Who this is for
Senior technical practitioner in a global IT services environment who must implement compliance-critical frameworks without direct authority over teams or timelines.
Who this is not for
Entry-level developers, auditors looking for checklist training, or managers seeking board-level overview without technical depth.
What you walk away with
- Map ISO 20000 controls directly to software development lifecycle phases
- Build audit-ready documentation packages in half the review cycles
- Lead cross-functional alignment on service management scope without escalation
- Deploy standardized service request workflows that satisfy ISO 20000 clause 6.2
- Own end-to-end implementation from kickoff to certification audit
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope and Applicability
Define the boundaries of ISO 20000 within software development and operations. Identify which clauses apply to internal platforms, client-facing systems, and shared services.
12 chapters in this module
- What ISO 20000 covers
- Service management system boundaries
- Applicable vs excluded clauses
- Integration with SDLC
- Role of technical owner
- Documentation requirements
- Audit scope definition
- Relationship to ITIL
- Clause-by-clause relevance
- Common misalignments
- Vendor-managed services
- Internal vs external reporting
Module 2. Service Management Policy Development
Create enforceable, technically grounded policies that satisfy ISO 20000 requirements while fitting development team workflows.
12 chapters in this module
- Policy structure design
- Version control integration
- Policy distribution methods
- Ownership assignment
- Review cycle cadence
- Technical enforceability
- Change management linkage
- Policy exception handling
- Alignment with COBIT
- Training rollout plan
- Audit evidence curation
- Policy update triggers
Module 3. Service Catalog Design and Maintenance
Build a living service catalog that meets ISO 20000 requirements and reflects actual system capabilities.
12 chapters in this module
- Service identification
- Service description standards
- Metadata requirements
- Lifecycle tracking
- Ownership assignment
- Version history
- Integration with CMDB
- Change approval workflow
- Retirement process
- Stakeholder access
- Audit trail generation
- Automated validation
Module 4. Incident Management Process Implementation
Design incident handling workflows that meet ISO 20000 requirements while supporting rapid software iteration.
12 chapters in this module
- Incident definition clarity
- Classification schema
- Priority assignment rules
- Escalation paths
- Resolution SLAs
- Communication protocols
- Root cause documentation
- Linkage to change control
- Trending analysis
- Reporting requirements
- Tool configuration
- Audit rehearsal
Module 5. Change Evaluation and Control Setup
Establish a change management system that satisfies ISO 20000 while enabling velocity.
12 chapters in this module
- Change types classification
- Standard changes registry
- Emergency change process
- Approval authority matrix
- Backout planning
- Change advisory board role
- Documentation standards
- Post-implementation review
- Automated compliance checks
- Integration with CI/CD
- Audit evidence packaging
- Change success metrics
Module 6. Configuration Management for Development Environments
Implement configuration management practices that satisfy ISO 20000 across dynamic development infrastructures.
12 chapters in this module
- CMDB scope definition
- CI identification
- Relationship mapping
- Automated discovery
- Version tracking
- Ownership assignment
- Change impact analysis
- Baseline creation
- Audit validation
- Tool integration
- Data accuracy controls
- Reporting capabilities
Module 7. Service Level Agreement Framework Design
Develop meaningful SLAs that align with business needs and technical realities.
12 chapters in this module
- SLA scoping
- KPI definition
- Measurement methods
- Reporting frequency
- Breach handling
- Renewal triggers
- Stakeholder alignment
- Penalty clauses
- Uptime definitions
- Performance thresholds
- Documentation standards
- Audit readiness
Module 8. Capacity and Availability Planning Process
Build planning practices that meet ISO 20000 requirements for reliable service delivery.
12 chapters in this module
- Capacity monitoring
- Trend analysis
- Forecasting methods
- Bottleneck identification
- Resource planning
- Availability reporting
- Failover testing
- DR integration
- Scalability planning
- Tooling setup
- Stakeholder reporting
- Audit validation
Module 9. Information Security Management Integration
Align ISO 20000 controls with ISO 27001 and secure development practices.
12 chapters in this module
- Security control mapping
- Access management
- Encryption standards
- Vulnerability handling
- Security testing
- Incident linkage
- Audit trail requirements
- Compliance validation
- Policy alignment
- Training integration
- Third-party risks
- Reporting integration
Module 10. Supplier Management and Third-Party Oversight
Establish oversight practices for vendors that satisfy ISO 20000 requirements.
12 chapters in this module
- Vendor identification
- Contract review process
- Performance monitoring
- Audit rights
- SLA enforcement
- Risk assessment
- Transition planning
- Compliance validation
- Reporting requirements
- Escalation paths
- Termination process
- Documentation standards
Module 11. Internal Audit Preparation and Execution
Prepare for and conduct internal audits that validate ISO 20000 compliance.
12 chapters in this module
- Audit planning
- Checklist development
- Evidence collection
- Interview preparation
- Finding documentation
- Corrective action tracking
- Management review
- Gap assessment
- Audit trail validation
- Tool configuration
- Reporting templates
- Certification readiness
Module 12. Continuous Improvement and Management Review
Implement processes for ongoing improvement aligned with ISO 20000 requirements.
12 chapters in this module
- Improvement identification
- Feedback collection
- Root cause analysis
- Action planning
- Effectiveness measurement
- Management review meetings
- Performance reporting
- Trend analysis
- Corrective action tracking
- Process refinement
- Documentation updates
- Stakeholder communication
How this maps to your situation
- When launching a new service platform
- Before an external audit cycle
- During organizational restructuring
- After a service outage incident
Before vs. after
Before
Reliant on cross-team coordination and external guidance to implement ISO 20000 controls.
After
Capable of leading ISO 20000 implementation independently with documented, repeatable methods.
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 for completion in parallel with active projects.
If nothing changes
Continuing without structured ISO 20000 implementation risks delayed audits, repeated findings, and missed opportunities to lead framework adoption in your organization.
How this compares to the alternatives
Unlike generic compliance courses, this program delivers technical depth specific to software development environments and ISO 20000 implementation realities.
Frequently asked
Is this course suitable for non-managers?
Yes. It's designed for senior individual contributors leading technical implementations without direct authority.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
What if my project uses Agile or DevOps?
The course includes specific guidance on aligning ISO 20000 with Agile and DevOps workflows.
$199 one-time. Approximately 3 hours per module, designed for completion in parallel with 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