A tailored course, built for your situation
Mastering ISO 20000 for Service Delivery Leaders
Become the internal authority on service management frameworks and own key client deliverables end to end.
$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
Service Delivery Managers in global consulting firms managing multi-vendor cloud service portfolios.
Who this is not for
Entry-level coordinators or specialists focused only on internal ITSM ticketing without client-facing scope.
What you walk away with
- Lead ISO 20000 implementation projects with confidence, from scoping to sign-off
- Respond to auditor questions with framework-accurate, context-specific answers
- Design service improvement plans that align ISO 20000 with client SLAs and cloud delivery models
- Serve as the recognized internal expert when cross-team escalations arise
- Build reusable documentation templates that survive team turnover and client transitions
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in Cloud-Centric Environments
Establish foundational knowledge of ISO 20000 and its application in modern service delivery models, especially within cloud and hybrid infrastructures.
12 chapters in this module
- Scope of ISO 20000
- Service lifecycle overview
- Integration with cloud operations
- Key terminology alignment
- Client expectations linkage
- Service level agreement mapping
- Process ownership definition
- Documentation requirements
- Compliance vs. value balance
- Stakeholder identification
- Audit readiness essentials
- Course navigation guide
Module 2. Service Management System Design
Learn how to structure a Service Management System tailored to client-facing delivery teams and scalable across engagements.
12 chapters in this module
- SMS governance model
- Policy development
- Process framework alignment
- Role assignment strategy
- Document hierarchy design
- Version control setup
- Change control integration
- Risk-based thinking
- Performance metrics setup
- Client feedback loop
- Continuous improvement plan
- SMS deployment roadmap
Module 3. Service Delivery Process Leadership
Master the core processes required for high-impact client delivery and stakeholder confidence.
12 chapters in this module
- Service delivery planning
- SLA definition process
- Capacity planning
- Availability management
- Resource forecasting
- Incident escalation paths
- Problem resolution tracking
- Workload balancing
- Client reporting rhythm
- Performance review cadence
- Service continuity checks
- Post-mortem facilitation
Module 4. Relationship and Supplier Management
Build frameworks for managing client expectations and third-party dependencies with clarity and control.
12 chapters in this module
- Stakeholder communication plan
- Client advisory meetings
- Vendor SLA alignment
- Subcontractor oversight
- Performance reviews
- Conflict resolution process
- Contract compliance tracking
- Joint improvement plans
- Escalation path definition
- Change coordination
- Audit right-to-review
- Exit strategy documentation
Module 5. Incident and Problem Resolution Frameworks
Develop repeatable approaches to resolving incidents and preventing recurrence in complex environments.
12 chapters in this module
- Incident classification
- Priority matrix setup
- Initial response protocol
- Cross-team coordination
- Root cause analysis
- Problem ticket lifecycle
- Known error database
- Workaround documentation
- Resolution tracking
- Trend analysis
- Preventive action planning
- Post-resolution review
Module 6. Change Enablement and Control
Lead change processes that maintain stability while enabling innovation across client environments.
12 chapters in this module
- Change request workflow
- Standard change catalog
- Emergency change process
- Change advisory board
- Risk assessment method
- Impact analysis
- Backout planning
- Change scheduling
- Implementation tracking
- Success validation
- Post-implementation review
- Compliance audit trail
Module 7. Configuration and Asset Management
Establish accurate, actionable records that support audits, changes, and service continuity.
12 chapters in this module
- Configuration item definition
- CMDB structure
- Automated discovery
- Ownership assignment
- Baseline creation
- Version tracking
- Asset lifecycle mapping
- License compliance
- Contract linkage
- Vulnerability correlation
- Change linkage
- Audit trail setup
Module 8. Event Management and Monitoring
Design proactive monitoring strategies that reduce noise and prioritize real issues.
12 chapters in this module
- Event source identification
- Threshold setting
- Event correlation
- False positive reduction
- Alert routing
- Dashboard design
- Trend detection
- Capacity forecasting
- Anomaly detection
- Performance baseline
- Incident linkage
- Service health reporting
Module 9. Service Continuity and Disaster Recovery
Build resilient service designs that maintain client trust during disruptions.
12 chapters in this module
- Business impact analysis
- Recovery time objectives
- RTO vs. RPO
- Backup strategy
- Failover testing
- Crisis communication
- Alternate site readiness
- Data replication
- Vendor dependency
- Legal obligation
- Insurance alignment
- Recovery drill execution
Module 10. Compliance and Audit Execution
Lead internal and external audits with confidence using documented processes and clear narratives.
12 chapters in this module
- Audit preparation checklist
- Document collection
- Evidence mapping
- Control testing
- Non-conformance response
- Corrective action plan
- Management review
- Internal audit cycle
- External auditor prep
- Interview readiness
- Clause-specific answers
- Compliance improvement plan
Module 11. Continuous Improvement Implementation
Embed feedback and measurement into service delivery to drive lasting value.
12 chapters in this module
- PDCA cycle application
- KPI selection
- Feedback collection
- Improvement backlog
- ROI estimation
- Prioritization framework
- Stakeholder buy-in
- Pilot planning
- Scale-up process
- Success metrics
- Lessons learned
- Knowledge transfer
Module 12. Synthesis and Real-World Application
Apply all components to realistic client scenarios and build personal authority in service management.
12 chapters in this module
- Case study walkthrough
- Client escalation roleplay
- Audit simulation
- Framework tailoring
- Stakeholder negotiation
- Multi-vendor coordination
- Crisis scenario
- Executive briefing
- Process optimization
- Lessons documented
- Personal authority plan
- Next engagement prep
How this maps to your situation
- When onboarding a new cloud client
- Preparing for third-party audit
- Handling cross-functional incident
- Leading process improvement initiative
Before vs. after
Before
Reactive coordination across teams, fragmented documentation, and inconsistent audit readiness.
After
End-to-end ownership of service delivery frameworks, trusted cross-functionally as the ISO 20000 reference.
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 2.5 hours per module, designed for completion within 6-8 weeks with weekly pacing.
If nothing changes
Without structured mastery, practitioners risk being sidelined during strategic service redesigns and miss opportunities to lead high-visibility engagements.
How this compares to the alternatives
Unlike generic compliance courses, this program is tailored to service delivery leaders in global firms, with real-world templates and scenarios that mirror complex client engagements.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is this aligned with other frameworks like ITIL or ISO 27001?
Yes, the course includes cross-walks to ITIL and ISO 27001 where relevant, but focuses on ISO 20000 as the primary standard.
Will I receive a certificate?
Yes, a completion certificate is provided upon finishing all modules and assessments.
$199 one-time. Approximately 2.5 hours per module, designed for completion within 6-8 weeks with weekly pacing..
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