A tailored course, built for your situation
Mastering ISO 20000 for Information System Security Engineers
Build repeatable service management systems that scale with confidence and recognition
$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
Senior information security professionals who operate at the intersection of compliance, systems integrity, and service delivery
Who this is not for
Entry-level analysts, consultants selling generic ISO frameworks, or auditors focused only on checkbox compliance
What you walk away with
- Lead ISO 20000 implementations that security teams trust and operations teams adopt
- Turn service management policies into enforceable system behaviors
- Document service workflows that survive personnel changes and audit cycles
- Anticipate cross-functional friction points in service continuity planning
- Become the internal reference when peer teams need ISO 20000-compliant solutions
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and the Security Engineer's Role
Establish foundational alignment between ISO 20000 principles and information security priorities, focusing on how service management strengthens system integrity.
12 chapters in this module
- Scope of ISO 20000-1
- Overlap with ISO 27001 controls
- Security engineer responsibilities
- Service lifecycle mapping
- Change control integration
- Incident management triggers
- Service level agreement guardrails
- Availability vs security tradeoffs
- Stakeholder communication channels
- Audit readiness thresholds
- Documentation hierarchy
- Getting started with assessment
Module 2. Service Strategy and Security Alignment
Define service offerings with built-in security validation points, ensuring compliance from design through deployment.
12 chapters in this module
- Defining service portfolios
- Risk-based service classification
- Security validation gates
- Cost models with compliance overhead
- Demand forecasting accuracy
- Resource capacity planning
- Service owner identification
- Third-party dependency mapping
- Exit strategy safeguards
- Retirement process design
- Data flow documentation
- Approval chain design
Module 3. Service Design Integration
Embed security requirements directly into service blueprints, ensuring controls are operational by default.
12 chapters in this module
- Design package components
- Service design coordination
- Security-by-design checklists
- Access control mapping
- Encryption requirements by data tier
- Logging and monitoring specs
- Failover design validation
- Penetration testing integration
- Vendor design review process
- Change advisory board alignment
- Service level agreement drafting
- Acceptance criteria definitions
Module 4. Service Transition Planning
Execute controlled rollouts where security validation is mandatory before production access.
12 chapters in this module
- Transition planning lifecycle
- Release and deployment strategy
- Build environment security
- Configuration item validation
- Known error database use
- Change success metrics
- Backout procedure design
- Post-implementation review timing
- Security sign-off workflow
- Rollback authorization levels
- Production access timing
- Change freeze coordination
Module 5. Change Management Execution
Lead change advisory processes with authority, ensuring security requirements are non-negotiable.
12 chapters in this module
- Change types and risk levels
- Standard change cataloging
- Emergency change protocols
- CAB meeting structure
- Risk assessment methodology
- Impact analysis templates
- Change proposal formatting
- Voting rights definition
- Post-change review cadence
- Change success tracking
- Unauthorized change detection
- Audit trail preservation
Module 6. Incident and Problem Management
Drive root cause analysis that strengthens systems long-term, not just closes tickets.
12 chapters in this module
- Incident classification model
- Urgency vs impact matrix
- Escalation path design
- Workaround validation
- Problem ticket linkage
- Known error identification
- Permanent fix tracking
- Incident review meetings
- Trend analysis setup
- Major incident protocol
- Postmortem facilitation
- Preventive action logging
Module 7. Service Operation and Security Monitoring
Maintain system integrity through proactive monitoring and event response aligned to ISO 20000 standards.
12 chapters in this module
- Event detection thresholds
- Alerting hierarchy design
- False positive reduction
- Automated response rules
- Security event correlation
- Shift handover protocol
- Daily health checks
- Performance baseline tracking
- Capacity threshold alerts
- Service desk integration
- User communication templates
- Status reporting rhythm
Module 8. Configuration and Asset Management
Ensure system integrity through accurate, auditable configuration and asset records.
12 chapters in this module
- Configuration management database design
- CI identification criteria
- Relationship mapping
- Version tracking system
- Decommissioning process
- Asset ownership assignment
- Lifecycle status tracking
- License compliance monitoring
- Hardware refresh planning
- Software inventory audits
- Physical asset tagging
- Remote asset control
Module 9. Service Continuity Planning
Design resilient systems where recovery objectives align with security requirements.
12 chapters in this module
- Business impact analysis
- Recovery time objectives
- Recovery point objectives
- Backup validation cycles
- Alternate site readiness
- Crisis communication plan
- Team role assignment
- Call tree maintenance
- Test frequency standards
- Third-party dependency risks
- Insurance policy alignment
- Regulatory reporting triggers
Module 10. Compliance and Audit Readiness
Produce evidence that demonstrates continuous ISO 20000 alignment without disruption.
12 chapters in this module
- Internal audit schedule
- Evidence collection process
- Nonconformance tracking
- Corrective action logging
- Management review inputs
- KPI reporting format
- External audit preparation
- Document retention policy
- Interview readiness drills
- Audit trail completeness
- Gap analysis methodology
- Improvement roadmap drafting
Module 11. Continual Improvement Integration
Embed feedback loops that drive measurable improvement in service and security outcomes.
12 chapters in this module
- Deming cycle application
- Improvement initiative backlog
- Measure selection criteria
- Baseline establishment
- Target setting rationale
- Progress tracking dashboards
- Stakeholder feedback channels
- ROI calculation methods
- Quick win identification
- Long-term initiative pacing
- Lessons learned repository
- Improvement culture tactics
Module 12. Cross-Functional Leadership and Influence
Position yourself as the trusted advisor across IT, security, and operations teams.
12 chapters in this module
- Stakeholder mapping
- Influence without authority
- Meeting facilitation skills
- Conflict resolution tactics
- Executive communication style
- Presentation best practices
- Consensus building
- Documentation as influence
- Mentorship opportunity spotting
- Knowledge transfer planning
- Reputation management
- Career path visibility
How this maps to your situation
- New ISO 20000 initiative launch
- Cross-functional service delivery project
- Pre-audit preparation cycle
- Post-incident improvement mandate
Before vs. after
Before
Reacting to service management demands with fragmented processes and limited influence
After
Leading integrated service management initiatives with recognized authority and repeatable systems
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 integration into active projects.
If nothing changes
Remaining a passive participant in service management initiatives means missed opportunities for leadership, visibility, and career growth.
How this compares to the alternatives
Generic ISO 20000 training covers theory. This course delivers actionable implementation patterns tailored to security engineers leading real-world service management integration.
Frequently asked
Is this course only for IT service managers?
No, it’s designed specifically for security engineers who must implement and uphold service management standards.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me lead audits?
Yes, each module builds evidence-ready systems so you can confidently lead compliance reviews.
$199 one-time. Approximately 3 hours per module, designed for integration into 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