A tailored course, built for your situation
Mastering ISO 20000 for Senior Service Delivery Leaders
Build unshakable rationale for service management decisions grounded in global best practice
$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.
Being questioned on service design but lacking the documented reasoning to stand firm
The situation this course is for
Senior practitioners are expected to own the architecture of service delivery, but without clear lineage back to ISO 20000’s clauses, even strong designs can erode under peer review.
Who this is for
Service delivery leader in a global IT services firm responsible for designing, auditing, or improving IT service management frameworks
Who this is not for
Entry-level auditors, implementation consultants without decision authority, or those focused only on internal helpdesk systems
What you walk away with
- Map every IT service process directly to ISO 20000 control objectives with source references
- Reconstruct the original intent behind each clause to justify current or proposed design
- Respond to peer challenge with specific examples from certified implementations
- Differentiate between mandatory requirements and interpretive flexibility in audits
- Document rationale that survives leadership changes and vendor transitions
The 12 modules (with all 144 chapters)
Module 1. The Foundation of ISO 20000-1:the current cycle Structure
Break down the standard’s hierarchy into actionable components with clause-by-clause interpretation.
12 chapters in this module
- Scope and applicability
- Normative references
- Terms and definitions
- Context of the organization
- Leadership commitment
- Planning requirements
- Support processes
- Operation controls
- Performance evaluation
- Improvement obligations
- Documentation hierarchy
- Clause dependencies
Module 2. Service Management Policy Design
Craft policies that reflect ISO 20000 intent while aligning to enterprise realities.
12 chapters in this module
- Policy scope definition
- Leadership engagement model
- Documented intent vs implementation
- Version control process
- Stakeholder review cycle
- Change approval workflow
- Integration with governance body
- Audit readiness checkpoint
- Evidence retention standard
- Cross-servicing alignment
- Exception handling protocol
- Policy communication plan
Module 3. Service Delivery and Operational Control
Translate high-level controls into day-to-day execution with traceable logic.
12 chapters in this module
- Service delivery planning
- Incident threshold definition
- Change scheduling rules
- Service continuity checks
- Monitoring configuration
- Performance reporting rhythm
- Capacity planning cycle
- Resource allocation model
- Stakeholder notification protocol
- Escalation hierarchy
- Outage documentation standard
- Post-incident review template
Module 4. Relationship and Supplier Management
Structure vendor oversight to satisfy ISO 20000 while preserving agility.
12 chapters in this module
- Supplier scope definition
- Contractual alignment method
- Performance SLA design
- Third-party audit integration
- Risk assessment cadence
- Due diligence checklist
- Transition exit planning
- Joint review mechanism
- Escalation path design
- Compliance validation method
- Vendor documentation standard
- Onboarding alignment process
Module 5. Incident and Problem Resolution Framework
Design resolution workflows that satisfy ISO 20000 while delivering real-world reliability.
12 chapters in this module
- Incident classification schema
- Severity level definitions
- Response time standards
- Escalation routing logic
- Root cause analysis method
- Problem ticket lifecycle
- Known error database
- Repetition prevention controls
- Resolution documentation
- Trend reporting frequency
- Cross-system impact model
- Post-mortem facilitation
Module 6. Change Evaluation and Control
Implement a change governance model that is both compliant and practical.
12 chapters in this module
- Change categorization method
- Standard change identification
- Emergency change protocol
- Change advisory board roles
- Risk scoring model
- Approval delegation rules
- Backout planning
- Post-implementation review
- Change calendar management
- Change freeze periods
- Automated validation check
- Change documentation archive
Module 7. Configuration and Asset Management
Align CMDB integrity with ISO 20000 requirements without over-engineering.
12 chapters in this module
- Asset classification scheme
- Configuration item definition
- CMDB ownership model
- Relationship mapping
- Discovery tool integration
- Data refresh frequency
- Audit trail standard
- Version tracking method
- Decommissioning process
- Ownership verification
- Integrity validation check
- Reporting accuracy benchmark
Module 8. Service Continuity and Availability
Design resilience that meets ISO 20000 without over-provisioning.
12 chapters in this module
- Availability target setting
- Uptime measurement method
- SLA vs OLA distinction
- Redundancy planning
- Failover testing cycle
- Recovery time objective
- Recovery point objective
- Disaster scenario modeling
- Business impact analysis
- Continuity plan versioning
- Drill participation model
- Post-drill review process
Module 9. Internal Audit and Conformity Assessment
Prepare for audits with documented rationale, not last-minute gap-filling.
12 chapters in this module
- Audit scope definition
- Checklist construction
- Evidence collection method
- Nonconformity classification
- Corrective action workflow
- Audit trail retention
- Internal auditor roles
- Sampling methodology
- Audit frequency planning
- Findings communication
- Follow-up tracking
- Audit exit reporting
Module 10. Continual Improvement and Performance
Align KPIs and metrics to ISO 20000’s continual improvement mandate.
12 chapters in this module
- Improvement opportunity identification
- KPI selection framework
- Baseline establishment
- Target setting method
- Monitoring frequency
- Trend analysis technique
- Improvement project lifecycle
- ROI estimation approach
- Stakeholder feedback loop
- Process maturity assessment
- Benchmarking reference
- Improvement reporting
Module 11. Documentation and Evidence Architecture
Build a defensible, searchable evidence structure that outlasts personnel changes.
12 chapters in this module
- Document hierarchy design
- Version control implementation
- Retention period rules
- Access control model
- Metadata tagging standard
- Search optimization method
- Cross-reference mapping
- Change tracking system
- Review cycle scheduling
- Ownership assignment
- Archive protocol
- Audit readiness checklist
Module 12. Defensible Decision-Making Synthesis
Apply ISO 20000 reasoning to real-world trade-offs with confidence.
12 chapters in this module
- Balancing agility vs compliance
- Justifying scope exclusions
- Handling auditor disagreement
- Translating clauses to practice
- Documenting design rationale
- Peer review engagement
- Vendor deviation handling
- Leadership escalation path
- Regulatory alignment method
- Cross-functional integration
- Change resistance mitigation
- Lessons learned integration
How this maps to your situation
- Preparing for an internal audit
- Leading a service management transformation
- Responding to peer challenge on design
- Onboarding new teams to existing framework
Before vs. after
Before
Having to defend decisions without clear lineage to the standard, relying on memory or tribal knowledge
After
Walking into any review with documented sources, examples, and logical progression for every key decision
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters total)
- 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, with self-paced progression and immediate access to all materials.
If nothing changes
Without structured rationale, even technically sound designs can be challenged or reversed by stakeholders who lack context, eroding credibility and slowing delivery.
How this compares to the alternatives
Unlike generic ISO 20000 overviews, this course focuses on defensible implementation, giving you the language, examples, and logic to stand firm when it matters most.
Frequently asked
Is this course focused on ISO 20000 certification?
No, it’s focused on building the depth to justify design and operational choices using ISO 20000 as the foundation, whether or not certification is pursued.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I access the templates without completing the course?
Yes, all templates and the implementation playbook are delivered upfront with course access.
$199 one-time. Approximately 3 hours per module, with self-paced progression and immediate access to all materials..
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