A tailored course, built for your situation
Mastering ISO 20000 for Associate Software Engineers in UI Automation
Build compliance-ready automation workflows faster, with structured service management principles embedded from the start
$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.
Automating without service standards creates rework and slows delivery
The situation this course is for
Teams often build automation scripts in isolation, only to face delays when compliance or operations teams flag misalignments with service management frameworks. The fix usually means rebuilding parts post-review, adding weeks to delivery timelines.
Who this is for
Associate Software Engineers in regulated environments who deliver UI automation and need to align with enterprise service management standards
Who this is not for
Executives, product managers, or operations staff not directly building automated workflows
What you walk away with
- Map automation projects directly to ISO 20000 service lifecycle stages
- Produce audit-ready deliverables without compliance backtracking
- Reduce handoff delays between development and operations teams
- Deliver working automation artefacts 30-50% faster by avoiding rework
- Demonstrate control alignment in design reviews without external input
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 and Its Role in Automation
Break down the core components of ISO 20000 and how they apply directly to UI automation workflows. Focus on service lifecycle alignment from the earliest design stages.
12 chapters in this module
- What ISO 20000 governs in IT service delivery
- Service lifecycle phases and automation touchpoints
- Why compliance timing affects delivery speed
- Service catalogue design for reusable automation
- Change management integration in build pipelines
- Incident response automation within service frameworks
- Service level agreements and automation scope
- How operations teams interpret ISO 20000
- Aligning sprint goals with service standards
- Documenting automation as a service component
- Common misalignments between coders and auditors
- First-time-right automation with framework checks
Module 2. Integrating ISO 20000 in UI Automation Design
Learn how to build automation scripts that inherently comply with ISO 20000 controls, reducing review cycles and eliminating rework.
12 chapters in this module
- Starting automation with service intent
- Mapping scripts to service design controls
- Naming conventions that pass audit review
- Version control within service change protocols
- Embedding traceability into test logs
- Automation documentation for auditors
- Service request handling in UI flows
- Error logging aligned with incident management
- Using ISO 20000 checklists during development
- Peer review templates for compliance readiness
- Common automation pitfalls under ISO 20000
- Designing for compliance cold runs
Module 3. Service Design and Automation Scope
Define the boundaries of automation projects using ISO 20000 service design criteria, ensuring compliance and operational fit from the start.
12 chapters in this module
- Defining automation within service scope
- Service portfolio entry for new automations
- Stakeholder alignment in early design
- Service design package components
- Automation’s role in service availability
- Capacity planning for automated tasks
- Service continuity and failover design
- Designing for maintainability and updates
- Security considerations in automation scope
- Documenting assumptions and constraints
- Aligning with enterprise architecture
- Sign-off workflow for design approval
Module 4. Change Control and Automation Deployment
Align automated workflow deployment with ISO 20000 change management processes to reduce risk and accelerate release cycles.
12 chapters in this module
- Classifying automation changes by risk level
- Standard change vs. emergency automation
- Change advisory board expectations
- Building self-service change proposals
- Automating change approval workflows
- Rollback plans for failed automation
- Change records linked to script versions
- Post-implementation review automation
- Compliance evidence in change logs
- Integrating Jira with ISO 20000 change flow
- Reducing change review time by 40%
- First-time approval for standard updates
Module 5. Incident and Problem Management Automation
Design automated responses that comply with ISO 20000 incident and problem management processes, reducing MTTR and audit flags.
12 chapters in this module
- Triggering automation from incident alerts
- Service desk integration with UI bots
- Diagnosis automation in incident workflows
- Problem identification through log patterns
- Automated root cause documentation
- Escalation paths in bot logic
- Linking incidents to known errors
- Automated workarounds and updates
- Compliance in resolution timing
- Reporting automation impact on KPIs
- Audit-ready incident response logs
- Continuous improvement from event data
Module 6. Service Level Management and Automation
Embed service level expectations into automation logic and reporting, ensuring performance and compliance go hand-in-hand.
12 chapters in this module
- Defining SLAs for automated processes
- Monitoring automation uptime and accuracy
- Alerting on SLA threshold breaches
- Reporting on service performance
- Automated review of SLA compliance
- Customer feedback loops in UI flows
- Service reporting for operations teams
- Balancing automation speed and quality
- Adjusting workflows for SLA variance
- Compliance in service credit cases
- Integrating dashboards with SLA data
- Documenting exceptions and waivers
Module 7. Configuration and Asset Management
Ensure automation scripts are tracked and managed as assets under ISO 20000 configuration management protocols.
12 chapters in this module
- Treating UI automation as configuration items
- Automating CMDB updates
- Unique identifiers for scripts and bots
- Version tracking across environments
- Change impact analysis for automation
- Access control for bot management
- Licensing considerations for tools
- Hardware dependencies in automation
- Decommissioning automation workflows
- Audit trails for configuration changes
- Integrating with asset lifecycle tools
- Ownership and stewardship roles
Module 8. Automating Compliance Evidence Collection
Build scripts that automatically generate compliance evidence for ISO 20000 audits, reducing manual effort and errors.
12 chapters in this module
- Identifying audit evidence requirements
- Automated log harvesting for reviewers
- Timestamping and integrity checks
- Role-based access in evidence reports
- Data retention rules in automation
- Anonymization in compliance outputs
- Automated checklist completion
- Evidence packaging for auditors
- Real-time compliance dashboards
- Handling audit follow-up requests
- Versioning compliance deliverables
- Zero-touch evidence submission
Module 9. Service Continuity and Disaster Recovery
Design automation workflows that support ISO 20000 service continuity and disaster recovery requirements.
12 chapters in this module
- Role of automation in failover execution
- Automated service restoration checks
- Backup validation through bots
- Disaster recovery runbook automation
- Geographic failover testing
- Data consistency checks post-failover
- Automated communication during outages
- Recovery time objective tracking
- Audit readiness in DR scenarios
- Service impact prediction models
- Automated post-mortem data capture
- Continuous testing of recovery scripts
Module 10. Supplier Management and Third-Party Automation
Manage third-party automation tools and scripts in compliance with ISO 20000 supplier management controls.
12 chapters in this module
- Assessing third-party bot risks
- Contractual SLAs for automation vendors
- Due diligence for automation tools
- Vendor performance monitoring
- Automated contract compliance checks
- Managing license expirations
- Onboarding external automation teams
- Segregation of duties in vendor access
- Audit rights in supplier agreements
- Exit strategies for third-party bots
- Data ownership in external scripts
- Standardizing vendor documentation
Module 11. Continual Improvement in Automation
Apply ISO 20000 continual improvement principles to refine automation workflows iteratively and sustainably.
12 chapters in this module
- Identifying automation improvement areas
- Collecting performance metrics
- Feedback loops from operations teams
- Prioritizing automation enhancements
- Implementing small iterative changes
- Measuring impact of automation upgrades
- Documenting lessons learned
- Sharing best practices across teams
- Benchmarking against industry standards
- Automation maturity assessments
- Roadmaps for future automation
- Sustaining improvements over time
Module 12. Building Your Compliance-Ready Automation Playbook
Assemble a personalized, reusable implementation playbook that combines ISO 20000 principles with your automation practice.
12 chapters in this module
- Selecting templates for your context
- Customizing checklists for your tools
- Integrating with your CI/CD pipeline
- Building team adoption workflows
- Training peers on compliance automation
- Scaling automation across projects
- Maintaining the playbook over time
- Updating for framework changes
- Versioning your implementation guide
- Sharing with operations and audit teams
- Demonstrating ROI on compliance speed
- Owning the automation-to-service lifecycle
How this maps to your situation
- New automation projects delayed by compliance reviews
- Automation scripts rejected due to alignment gaps
- Manual rework after audit feedback
- Slow deployment cycles due to change control
Before vs. after
Before
Automation projects face delays due to misalignment with service management standards, requiring rework after compliance review.
After
Automation is built with ISO 20000 integration from the start, reducing rework and accelerating delivery by 30-50%.
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 fit around working schedules. Total time commitment: 36 hours over 6, 8 weeks.
If nothing changes
Continuing without ISO 20000 alignment means repeated rework, slower delivery cycles, and missed opportunities to lead automation initiatives end-to-end.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses on the intersection of ISO 20000 and UI automation, providing actionable templates and real-world examples tailored to engineers delivering in regulated environments.
Frequently asked
Is this course only for ITIL-certified professionals?
No. While ISO 20000 aligns with ITIL practices, this course is designed for engineers actively building automation workflows, regardless of certification.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me pass an ISO audit?
Yes. The course teaches you to build automation that inherently aligns with ISO 20000 requirements, making audit readiness a built-in feature, not a post-hoc fix.
$199 one-time. Approximately 3 hours per module, designed to fit around working schedules. Total time commitment: 36 hours 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