A tailored course, built for your situation
Mastering ISO 20000 for SREs at Global Systems Integrators
A practitioner-led path to full service management ownership
$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 SRE at a global IT services firm managing mission-critical client environments with embedded compliance requirements
Who this is not for
Entry-level engineers, non-technical managers, or practitioners without hands-on incident or change management responsibilities
What you walk away with
- Own final approval on standard change requests within ISO 20000-1 frameworks
- Design SLA thresholds with documented rationale aligned to business impact
- Lead incident review panels with authority to close root cause analyses
- Set escalation protocols for P1 incidents without senior intervention
- Maintain version-controlled service documentation that passes external audit
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000-1 in SRE Context
Map core service management principles to real SRE workflows including incident, change, and problem management.
12 chapters in this module
- Understanding ISO 20000-1 scope
- Service lifecycle stages
- SRE roles in service management
- Linking SLAs to SLOs
- Change control integration
- Incident workflow alignment
- Problem management triggers
- Configuration management inputs
- Service reporting cadence
- Third-party service dependencies
- Internal audit expectations
- Continuous improvement loop
Module 2. Change Management Ownership
Take full ownership of standard change approvals under ISO 20000, with decision frameworks for delegation and exception handling.
12 chapters in this module
- Defining standard vs. emergency changes
- Approval thresholds by impact level
- Automated change pipelines
- Backout procedure validation
- Change advisory board role
- Post-implementation review timing
- Documentation completeness check
- Risk rating matrix
- Stakeholder notification rules
- Rollback authority assignment
- Change freeze protocols
- Audit trail retention
Module 3. SLA Design and Threshold Setting
Establish SLA targets with business-aligned rationale and defend them during review cycles.
12 chapters in this module
- Business impact classification
- Uptime target derivation
- MTTR benchmarks by severity
- Service credit calculations
- Reporting format standards
- Client-facing dashboard rules
- Penalty clause awareness
- Seasonal adjustment factors
- Capacity planning linkage
- Third-party dependency risks
- Legal team alignment
- Renewal negotiation inputs
Module 4. Incident Escalation Frameworks
Design and own escalation paths for critical incidents without requiring external validation.
12 chapters in this module
- P1 definition criteria
- War room activation rules
- Cross-team communication tree
- Executive update cadence
- External vendor alerting
- Regulatory reporting triggers
- Customer notification thresholds
- Internal comms templates
- Escalation timeout rules
- On-call rotation integration
- Post-mortem facilitation
- Remediation tracking
Module 5. Problem Management Leadership
Lead root cause analysis with authority to close findings and mandate preventive controls.
12 chapters in this module
- Triggering formal problem records
- Causal analysis techniques
- RCA documentation standards
- Permanent fix validation
- Preventive action tracking
- Known error database use
- Workaround approval
- Trend identification
- Cross-service correlation
- Vendor accountability
- Knowledge article creation
- Closure sign-off
Module 6. Configuration Management Authority
Own CMDB accuracy and enforce update discipline across teams.
12 chapters in this module
- CI ownership assignment
- Discovery tool validation
- Relationship mapping
- Baseline comparison
- Change linkage rules
- Decommissioning process
- Audit trail requirements
- Access control policies
- Automated reconciliation
- Manual override logging
- Reporting accuracy
- Integration with ITAM
Module 7. Service Reporting and Review Cadence
Produce audit-ready service reports and lead operational review meetings.
12 chapters in this module
- KPI selection rationale
- Performance dashboard design
- Trend analysis methods
- Executive summary writing
- Client reporting formats
- Internal review agenda
- Action item tracking
- Escalation log review
- Service improvement plans
- Benchmarking use
- Peer comparison
- External audit prep
Module 8. Third-Party Service Oversight
Manage vendor SLAs and enforce compliance with internal standards.
12 chapters in this module
- Vendor onboarding checklist
- Subcontractor visibility
- Performance monitoring
- Penalty enforcement
- Audit rights assertion
- Data access governance
- Incident coordination
- Change coordination
- Knowledge transfer
- Exit planning
- Contract renewal inputs
- Relationship management
Module 9. Internal Audit Preparation
Lead readiness efforts and respond directly to auditor findings.
12 chapters in this module
- Audit scope understanding
- Evidence collection
- Control mapping
- Gap identification
- Remediation planning
- Finding response drafting
- Evidence presentation
- Follow-up tracking
- Process walkthroughs
- Interview preparation
- Documentation standards
- Continuous audit readiness
Module 10. Continuous Service Improvement
Initiate and own improvement initiatives based on performance data.
12 chapters in this module
- CSI trigger identification
- Improvement proposal writing
- Stakeholder buy-in
- Pilot design
- Success metric definition
- Change integration
- Rollout planning
- Benefit validation
- Knowledge sharing
- Feedback loop creation
- Budget justification
- Maturity assessment
Module 11. Stakeholder Communication Strategy
Communicate service status and decisions clearly across technical and business audiences.
12 chapters in this module
- Audience segmentation
- Message tailoring
- Incident comms templates
- Executive briefing prep
- Client update rules
- Internal newsletter
- Crisis messaging
- Escalation comms
- Post-mortem sharing
- Knowledge article use
- Feedback collection
- Reputation management
Module 12. Sustaining Command in Evolving Environments
Maintain decision authority through leadership changes and technology shifts.
12 chapters in this module
- Leadership transition planning
- New tool integration
- Process automation
- Team onboarding
- Knowledge transfer
- Succession planning
- Framework evolution
- External standard updates
- Regulatory change response
- Client expectation shifts
- Market benchmarking
- Long-term ownership
How this maps to your situation
- Post-incident review where findings require process changes
- Quarterly SLA renewal negotiation with client stakeholders
- Vendor underperformance impacting service availability
- Internal audit identifying gaps in change control
Before vs. after
Before
Reliant on cross-functional approvals for standard service management decisions
After
Owns end-to-end service continuity decisions under ISO 20000 framework
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, designed for just-in-time learning during live operational cycles.
If nothing changes
Continuing to defer service management decisions erodes ownership and delays response in critical situations.
How this compares to the alternatives
Unlike generic ISO 20000 training, this course is built specifically for SREs in global services firms, focusing on decision ownership, not just compliance awareness.
Frequently asked
Who is this course designed for?
Senior Site Reliability Engineers at global systems integrators who manage mission-critical services and want full ownership of service management decisions.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this course cover other frameworks like ITIL or SOC 2?
The focus is ISO 20000 applied through an SRE lens. While concepts overlap, the course does not substitute for ITIL or SOC 2 certification prep.
$199 one-time. Approximately 3 hours per module, designed for just-in-time learning during live operational cycles..
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