A tailored course, built for your situation
Mastering ISO 20000 for Team Leads in Technology Delivery
Build polished, defensible service delivery frameworks the first time, without rework or escalation loops
$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
Technology Team Lead responsible for delivering digital services with reliability, consistency, and compliance-aware design, operating at the boundary of development and service management
Who this is not for
Individuals looking for introductory ITIL training or general project management advice without a focus on service quality standards
What you walk away with
- Produce ISO 20000-aligned service documentation that passes internal review on first submission
- Implement service design checks that catch gaps before deployment
- Deploy repeatable quality gates for incident, change, and release management processes
- Confidently respond to audit queries with complete, correctly structured evidence
- Establish a reputation for delivering clean, complete, compliant service frameworks ahead of schedule
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and the Value of Service Quality
Understand how ISO 20000 strengthens service delivery outcomes and elevates team credibility in technology organisations.
12 chapters in this module
- What ISO 20000 is
- Why service quality matters
- Linking standards to real-world delivery
- Common misconceptions
- Roles in service management
- Service lifecycle basics
- How audits use ISO 20000
- Documentation expectations
- Traceability of controls
- Service policy foundations
- Evidence readiness
- Common pitfalls to avoid
Module 2. Service Design and Scope Definition
Define clear, defensible boundaries for services so design decisions are consistent and audit-ready from day one.
12 chapters in this module
- Mapping service scope
- Identifying stakeholders
- Service level agreement structure
- Design acceptance criteria
- Change control integration
- Capacity planning inputs
- Availability benchmarks
- Risk assessment for design
- Dependency mapping
- Version control for specs
- Approval workflows
- Handoff protocols
Module 3. Building a Service Catalog with Precision
Create a service catalog that is accurate, structured, and aligned to business needs and compliance requirements.
12 chapters in this module
- Purpose of a service catalog
- Categorising services
- Naming conventions
- Ownership documentation
- Relationships to SLAs
- Version control
- Update approval process
- Audit trail requirements
- Integration with CMDB
- User access levels
- Change management linkage
- Validation checklist
Module 4. Incident Management That Resolves Faster
Apply ISO 20000 principles to reduce noise, speed resolution, and improve stakeholder trust through consistency.
12 chapters in this module
- Incident vs problem distinction
- Classification standards
- Prioritisation framework
- Escalation paths
- First-response templates
- Resolution time targets
- Knowledge base integration
- Post-incident review format
- Root cause documentation
- Trend reporting
- Metrics that matter
- Audit evidence for incidents
Module 5. Change Management with Confidence
Structure changes so they are approved quickly, implemented cleanly, and leave a defensible audit trail.
12 chapters in this module
- Types of changes
- Standard change definition
- Approval workflows
- Risk scoring
- Change advisory board
- Backout planning
- Implementation checklists
- Documentation standards
- Post-implementation review
- Change success metrics
- Common failure points
- Audit readiness
Module 6. Release and Deployment Control
Ensure every release meets quality standards and aligns with service lifecycle governance.
12 chapters in this module
- Release types
- Deployment scheduling
- Test sign-off
- Rollback procedures
- Version tracking
- Release documentation
- Stakeholder communication
- Environment control
- Post-release review
- Incident linkage
- Compliance verification
- Audit trail completeness
Module 7. Service Level Management in Practice
Define and track service levels that reflect real performance and build stakeholder trust.
12 chapters in this module
- SLA components
- KPI definition
- Reporting frequency
- Performance dashboards
- Breach handling
- Remediation planning
- Customer feedback loops
- Review cycles
- Benchmarking
- Negotiation tactics
- Evidence collection
- Audit alignment
Module 8. Configuration Management and CMDB Integrity
Maintain an accurate configuration database that supports service stability and audit readiness.
12 chapters in this module
- CI identification
- Relationship mapping
- Ownership rules
- Update process
- Audit frequency
- Data accuracy checks
- Integration with tools
- Change linkage
- Version control
- Discovery methods
- Access control
- Reporting from CMDB
Module 9. Problem Management That Prevents Recurrence
Shift from reactive firefighting to structured problem resolution that improves service resilience.
12 chapters in this module
- Problem identification
- Root cause analysis
- Trend detection
- Workaround documentation
- Permanent fix planning
- Knowledge capture
- Escalation criteria
- Cross-team coordination
- Metrics tracking
- Closure criteria
- Audit evidence
- Continuous improvement
Module 10. Service Reporting and Stakeholder Communication
Generate reports that are clear, credible, and drive informed decision-making.
12 chapters in this module
- Report types
- Audience tailoring
- KPIs vs metrics
- Visual presentation
- Frequency planning
- Distribution lists
- Feedback collection
- Executive summaries
- Trend commentary
- Anomaly explanation
- Compliance alignment
- Archiving standards
Module 11. Internal Audit and Readiness Preparation
Prepare for audits with confidence by ensuring documentation and processes are consistently compliant.
12 chapters in this module
- Audit types
- Checklist design
- Evidence collection
- Document version control
- Interview preparation
- Gap identification
- Corrective action planning
- Follow-up tracking
- Internal audit scheduling
- Evidence trail completeness
- Nonconformance response
- Continuous monitoring
Module 12. Sustaining Service Improvement Over Time
Embed continuous improvement so service quality compounds across projects and team tenures.
12 chapters in this module
- CSI register setup
- Improvement prioritisation
- Baseline measurement
- Change implementation
- Success validation
- Stakeholder feedback
- Trend analysis
- Resource planning
- Knowledge retention
- Leadership engagement
- Roadmap development
- Long-term tracking
How this maps to your situation
- When launching a new digital service
- During internal compliance reviews
- Before an external audit cycle
- After a service incident or escalation
Before vs. after
Before
Deliverables require multiple rounds of review, stakeholder feedback reveals gaps late in the cycle, and audit prep involves scrambling for evidence.
After
Outputs are accurate, defensible, and polished the first time, review cycles shorten, stakeholder trust grows, and audits become routine.
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 to be completed at your pace over 6, 8 weeks.
If nothing changes
Continuing with inconsistent service delivery increases the likelihood of repeated rework, missed deadlines, audit findings, and erosion of leadership confidence in your team's operational maturity.
How this compares to the alternatives
Unlike generic ITIL courses, this program focuses specifically on ISO 20000 implementation in live delivery environments, giving you exact templates, checklists, and workflows that produce higher-quality outputs from the start.
Frequently asked
Who is this course for?
Team leads and technical managers delivering digital services who need to ensure consistency, compliance, and quality in their team's output.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive practical tools?
Yes, every module includes downloadable templates, worked examples, and the full implementation playbook.
$199 one-time. Approximately 3 hours per module, designed to be completed at your pace over 6, 8 weeks..
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