A tailored course, built for your situation
Mastering ISO 20000 for Service Management Leaders
Gain complete command of service delivery frameworks to lead with precision and confidence.
$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 practitioner in regulated industry managing service delivery, compliance, or customer trust with exposure to ITIL or service governance frameworks.
Who this is not for
Entry-level support staff, consultants selling ISO 20000 tooling, or individuals seeking auditor certification.
What you walk away with
- Full navigational fluency in ISO 20000 clauses and annexes
- Ability to map service processes directly to control objectives
- Confidence to lead internal readiness reviews and documentation efforts
- Faster alignment with audit and compliance teams on evidence requirements
- Structured templates for service catalogues, SLAs, and continual improvement reports
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and the Service Lifecycle
Understand the scope, structure, and strategic value of ISO 20000 in modern service delivery. Learn how it integrates with UK compliance expectations and customer trust frameworks.
12 chapters in this module
- What ISO 20000 governs
- Relationship to ISO 27001 and ISO 27701
- Service lifecycle phases defined
- Scope and applicability by role
- Documentation hierarchy overview
- Certification vs compliance
- Global adoption trends
- UK regulatory alignment
- Integration with ITIL
- Common misconceptions
- Audit expectations baseline
- Course roadmap
Module 2. Service Management System Design
Build the foundation of your SMS according to ISO 20000 requirements, including policy development, role definition, and control objectives.
12 chapters in this module
- Defining SMS scope
- Leadership accountability mapping
- Policy documentation standards
- Risk-based control selection
- Role-responsibility matrices
- Document control systems
- Versioning requirements
- Internal audit scheduling
- Compliance monitoring
- Third-party integration
- Incident linkage
- Change control alignment
Module 3. Service Design and Delivery Controls
Implement design-phase controls that ensure services meet compliance and customer needs from inception.
12 chapters in this module
- Service catalogue requirements
- SLA structure and content
- Design coordination protocols
- Capacity planning alignment
- Availability benchmarks
- Customer communication standards
- Security integration points
- Change management triggers
- Vendor design oversight
- Performance metrics selection
- Risk assessment templates
- Design sign-off workflow
Module 4. Service Transition Execution
Ensure smooth, compliant handover of services from design to operation with documented controls and verification steps.
12 chapters in this module
- Transition plan components
- Release policy compliance
- Configuration baseline setup
- Rollback preparedness
- Change evaluation criteria
- Knowledge transfer protocols
- Testing alignment with ISO
- Stakeholder sign-off steps
- Post-transition review
- Defect tracking integration
- Service acceptance criteria
- Audit trail generation
Module 5. Event and Incident Management
Apply ISO 20000 controls to incident response and event logging to maintain service continuity and compliance.
12 chapters in this module
- Incident classification
- Response time tiers
- Escalation paths
- Logging standards
- Event correlation
- Major incident protocols
- Post-incident review
- Root cause documentation
- Trend analysis
- Service impact scoring
- Communication templates
- Regulatory reporting triggers
Module 6. Problem and Known Error Management
Establish systematic problem resolution processes that prevent recurrence and strengthen service reliability.
12 chapters in this module
- Problem identification
- Root cause analysis tools
- Known error database
- Workaround documentation
- Permanent fix tracking
- Trend analysis protocols
- Cross-system impact
- Change request linkage
- Vendor escalation paths
- Resolution time benchmarks
- Knowledge base integration
- Audit readiness checks
Module 7. Configuration and Change Management
Implement ISO-aligned controls for configuration items and change processes to ensure stability and traceability.
12 chapters in this module
- CI identification
- Configuration management database
- Change request format
- Standard change types
- Emergency change controls
- Assessment criteria
- Approval workflows
- Implementation tracking
- Post-implementation review
- Backout planning
- Audit trail maintenance
- Compliance verification
Module 8. Service Level Management
Develop and maintain service level agreements and reporting mechanisms that meet ISO 20000 standards.
12 chapters in this module
- SLA structure
- KPI selection
- Reporting frequency
- Customer review process
- Performance deviation
- Remediation planning
- Service credit clauses
- Escalation triggers
- Third-party SLAs
- Penalty avoidance
- Continuous monitoring
- Audit evidence preparation
Module 9. Continual Service Improvement
Embed a structured improvement cycle into service operations to meet ISO 20000 requirements and drive long-term value.
12 chapters in this module
- CSI model phases
- Improvement opportunity identification
- Baseline measurement
- Target setting
- Implementation planning
- Benefit validation
- Feedback loops
- Service review meetings
- Trend analysis
- Lessons learned
- Process maturity assessment
- Audit alignment
Module 10. Supplier and Third-Party Management
Ensure third-party services comply with ISO 20000 through structured oversight and performance tracking.
12 chapters in this module
- Supplier selection criteria
- Contract compliance
- Performance monitoring
- Onboarding controls
- Offboarding process
- Access management
- Security obligations
- Audit rights
- Subcontractor oversight
- Financial risk linkage
- Service disruption planning
- Exit strategy
Module 11. Documentation and Audit Readiness
Prepare comprehensive, auditor-ready documentation packages that demonstrate ongoing compliance.
12 chapters in this module
- Required documentation list
- Record retention rules
- Evidence gathering
- Internal audit preparation
- Nonconformance handling
- Corrective action tracking
- Management review inputs
- Compliance statements
- External audit support
- Gap assessment tools
- Readiness checklist
- Certification process
Module 12. Governance and Leadership Accountability
Fulfill executive oversight responsibilities under ISO 20000 with clear reporting, review, and decision-making frameworks.
12 chapters in this module
- Leadership commitment
- Policy endorsement
- Resource allocation
- Performance review
- Risk oversight
- Compliance reporting
- Internal audit independence
- Management review meeting
- Continual improvement leadership
- Regulatory liaison
- Stakeholder communication
- Accountability frameworks
How this maps to your situation
- After new service design approval
- Before internal audit cycle
- During third-party vendor onboarding
- When service performance metrics decline
Before vs. after
Before
Working from fragmented templates and incomplete knowledge of ISO 20000 requirements.
After
Confidently leading service governance initiatives with full command of the framework and ready-to-use documentation assets.
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 6, 8 hours per module, designed for completion over 8, 12 weeks with flexible pacing.
How this compares to the alternatives
Unlike generic ISO overviews or certification prep courses, this program delivers targeted, role-specific mastery of ISO 20000 with actionable templates and real-world implementation guidance, no broad theory, no filler.
Frequently asked
Is this course aligned with UK regulatory expectations?
Yes, it includes specific guidance on aligning ISO 20000 with UK GDPR, FCA expectations, and operational resilience standards.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this course include templates?
Yes, every module includes downloadable templates and worked examples tailored to ISO 20000 compliance.
$199 one-time. Approximately 6, 8 hours per module, designed for completion over 8, 12 weeks with flexible 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