A tailored course, built for your situation
Mastering ISO 20000 for IT Service Management Practitioners
Become the recognized authority on service delivery frameworks within your organization.
$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
Mid-level IT service management professional at a global systems integrator focused on compliance and operational frameworks
Who this is not for
Entry-level support staff or executives seeking board-level summaries. This is for hands-on practitioners building repeatable, auditable service frameworks.
What you walk away with
- Lead ISO 20000 implementations from kickoff to sign-off without external consultants
- Serve as the internal reference for service management design decisions
- Produce audit-ready documentation packages in under 10 business days
- Differentiate your expertise in cross-functional service delivery reviews
- Establish documented, reusable playbooks that survive team turnover
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000
Establish a working knowledge of ISO 20000 structure, clauses, and relationship to other service management standards.
12 chapters in this module
- Introduction to service management standards
- Overview of ISO 20000 scope and applicability
- Differences between ISO 20000-1 and -2
- Integration with ITIL framework
- Mapping to SOC 2 and ISO 27001
- Service lifecycle coverage
- Key terminology and definitions
- Organizational requirements
- Documentation framework basics
- Understanding certification paths
- Common misconceptions clarified
- Assessment readiness checklist
Module 2. Service Management System Design
Design a compliant service management system tailored to enterprise delivery environments.
12 chapters in this module
- Defining service scope boundaries
- Establishing service catalog structure
- Service level agreement design principles
- Operational level agreement drafting
- Capacity planning integration
- Availability management inputs
- Designing service continuity processes
- Incident management integration
- Problem management linkage
- Change management coordination
- Configuration management planning
- Release management alignment
Module 3. Service Delivery Process Implementation
Implement and document service delivery processes to meet ISO 20000 compliance requirements.
12 chapters in this module
- Event management process setup
- Incident identification and classification
- Incident response workflows
- Incident escalation procedures
- Incident closure criteria
- Problem identification techniques
- Root cause analysis integration
- Problem resolution tracking
- Known error database management
- Workaround documentation standards
- Change request initiation
- Standard change categorization
Module 4. Change and Configuration Management
Build compliant change control and configuration management processes for complex IT environments.
12 chapters in this module
- Change advisory board structure
- Change risk assessment criteria
- Change approval workflows
- Emergency change protocols
- Configuration management database design
- Configuration item identification
- Baseline establishment methods
- Relationship mapping
- Version control integration
- Release coordination processes
- Post-implementation review
- Change success metrics
Module 5. Service Level and Availability Management
Develop and maintain service level agreements and availability management practices.
12 chapters in this module
- Service level objective setting
- Performance indicator selection
- Monitoring integration points
- Reporting frequency standards
- Service review meeting structure
- Availability requirement gathering
- IT service continuity planning
- Failure impact analysis
- Recovery time objective setting
- Recovery point objective definition
- Test plan development
- Post-test review process
Module 6. Capacity and Performance Management
Integrate capacity planning with service performance to meet defined service levels.
12 chapters in this module
- Workload analysis techniques
- Performance bottleneck identification
- Resource utilization tracking
- Capacity forecasting models
- Scalability planning
- Performance tuning coordination
- Demand management principles
- Capacity reporting standards
- Component monitoring integration
- Trend analysis for planning
- Simulation testing approach
- Capacity review meeting structure
Module 7. Information Security and Service Continuity
Align ISO 20000 with information security and continuity requirements.
12 chapters in this module
- Security policy integration
- Access control coordination
- Cryptography standards
- Physical security coordination
- Business continuity requirements
- Disaster recovery integration
- Backup frequency standards
- Data replication coordination
- Recovery verification process
- Third-party dependency mapping
- Supply chain risk factors
- Resilience testing design
Module 8. Supplier and Relationship Management
Manage third-party suppliers and internal relationships under ISO 20000 framework.
12 chapters in this module
- Supplier identification process
- Contract alignment with service goals
- Performance monitoring setup
- Supplier review meetings
- Performance issue escalation
- Internal relationship mapping
- Stakeholder communication plan
- Service transition coordination
- Knowledge transfer requirements
- Exit strategy planning
- Relationship audit preparation
- Joint improvement initiatives
Module 9. Documentation and Audit Readiness
Create comprehensive documentation packages and prepare for internal and external audits.
12 chapters in this module
- Document hierarchy design
- Policy writing standards
- Procedure documentation
- Work instruction templates
- Record keeping requirements
- Document control processes
- Version control implementation
- Access control for documents
- Audit trail creation
- Internal audit planning
- External auditor coordination
- Findings response protocol
Module 10. Continual Improvement Process
Establish a structured approach to continual service improvement.
12 chapters in this module
- Improvement opportunity identification
- Service review inputs
- Customer feedback analysis
- Performance trend review
- Root cause analysis for gaps
- Improvement proposal drafting
- Prioritization framework
- Implementation tracking
- Benefit realization measurement
- Lessons learned documentation
- Improvement communication
- Closed-loop verification
Module 11. Cross-Standard Alignment
Integrate ISO 20000 with other compliance and operational frameworks.
12 chapters in this module
- Mapping to ISO 27001 controls
- SOC 2 integration points
- COBIT alignment techniques
- ITIL process coordination
- NIST CSF overlap areas
- GDPR compliance linkage
- ServiceNow integration
- Azure environment considerations
- Automated compliance tools
- Consolidated audit preparation
- Single control mapping strategy
- Efficiency optimization
Module 12. Expert-Level Implementation Mastery
Master advanced implementation scenarios and leadership applications of ISO 20000.
12 chapters in this module
- Multi-site deployment strategy
- Global delivery coordination
- Cultural adaptation challenges
- Language and localization factors
- Leadership communication plan
- Stakeholder buy-in techniques
- Change resistance mitigation
- Training program design
- Maturity assessment model
- Benchmarking against peers
- Thought leadership positioning
- Internal evangelism strategy
How this maps to your situation
- Implementing ISO 20000 in a global services environment
- Aligning service frameworks across client engagements
- Reducing audit findings through standardized processes
- Establishing personal credibility on service operations
Before vs. after
Before
Relies on ad hoc service management processes and inherited documentation.
After
Owns the go-to framework for service operations, consistently referenced across teams and audits.
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 6-8 weeks with part-time effort.
How this compares to the alternatives
Unlike generic ITIL training or fragmented online courses, this program delivers a complete, audit-ready implementation path for ISO 20000 with the firm-scale applicability built in.
Frequently asked
Is this course relevant if I work across multiple compliance frameworks?
Yes. ISO 20000 integrates cleanly with SOC 2, ISO 27001, and other standards, and the course includes specific alignment strategies.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me stand out internally at my firm?
Yes. The course is designed to produce practitioner-level mastery that makes you the internal reference for service management frameworks.
$199 one-time. Approximately 3 hours per module, designed for completion in 6-8 weeks with part-time effort..
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