Skip to main content
Image coming soon

OPS0727 Mastering ISO 20000 for z/OS Systems Programming Leaders

$197.00
Adding to cart… The item has been added

What is the ISO 20000 for z/OS Systems Programming course about?

Senior systems programmer in a global services firm, working at the nexus of mainframe stability and compliance-driven service management standards.

Who is the ISO 20000 for z/OS Systems Programming course for?

Senior systems programmer in a global services firm, working at the nexus of mainframe stability and compliance-driven service management standards.

What do you take away from the ISO 20000 for z/OS Systems Programming course?

Map ISO 20000 controls directly to z/OS change and incident management workflows Produce audit-ready service documentation aligned with global standards Lead internal readiness assessments for ISO 20000 certification cycles Translate service management requirements into technical specifications Build repeatable templates for service reporting and continuous improvement.

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.

What does the ISO 20000 for z/OS Systems Programming cover on delivery and format?

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 asynchronous completion over 6, 8 weeks.

How does this compare to the alternatives?

Unlike generic ITIL courses, this program focuses exclusively on ISO 20000 application within z/OS environments, providing direct implementation pathways rather than theoretical overviews.

What does the ISO 20000 for z/OS Systems Programming cover on frequently asked?

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.

How is the ISO 20000 for z/OS Systems Programming delivered?

The ISO 20000 for z/OS Systems Programming is fully self-paced with immediate online access after enrolment. Access does not expire and future updates are included at no cost. A certificate of completion is issued by The Art of Service when you finish.

Closely related courses: SOC 2 for z/OS System Programming Teams, Metering Systems in ISO 27001, Management Systems in ISO 27001, Systems Review in ISO 27001.

More answers: what you get with every course, refund policy, all help answers.

A tailored course, built for your situation

Mastering ISO 20000 for z/OS Systems Programming Leaders

Achieve complete command of service management frameworks aligned to mainframe environments.

$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 systems programmer in a global services firm, working at the nexus of mainframe stability and compliance-driven service management standards.

Who this is not for

Junior administrators still learning z/OS fundamentals, or practitioners focused solely on cloud-native service delivery without mainframe integration.

What you walk away with

  • Map ISO 20000 controls directly to z/OS change and incident management workflows
  • Produce audit-ready service documentation aligned with global standards
  • Lead internal readiness assessments for ISO 20000 certification cycles
  • Translate service management requirements into technical specifications
  • Build repeatable templates for service reporting and continuous improvement

The 12 modules (with all 144 chapters)

Module 1. Foundations of ISO 20000 in Mainframe Environments
Understand how ISO 20000 applies to legacy and hybrid systems, with emphasis on z/OS operational constraints and compliance boundaries.
12 chapters in this module
  1. Introduction to ISO 20000-1
  2. Service management scope in mainframe contexts
  3. Key differences from ITIL
  4. Control domains overview
  5. z/OS change management integration
  6. Incident workflow alignment
  7. Service catalog design
  8. Configuration management basics
  9. Release control principles
  10. Problem management mapping
  11. Event monitoring linkage
  12. Service reporting frameworks
Module 2. Control Mapping for z/OS Audit Readiness
Translate ISO 20000 controls into technical checks and documentation artefacts specific to z/OS environments.
12 chapters in this module
  1. Control identification
  2. Control-to-process alignment
  3. Audit evidence sourcing
  4. Change record validation
  5. Access log review patterns
  6. Job scheduling compliance
  7. Security parameter checks
  8. Recovery procedure documentation
  9. Capacity reporting formats
  10. Availability tracking
  11. Performance baselines
  12. Compliance gap analysis
Module 3. Service Catalog Development for Hybrid Systems
Build service inventories that bridge mainframe and distributed systems using ISO 20000 structures.
12 chapters in this module
  1. Service identification
  2. Service naming conventions
  3. Service owner assignment
  4. Service level definition
  5. Mainframe service boundaries
  6. Dependency mapping
  7. Interface documentation
  8. SLA drafting
  9. OLA development
  10. Service reporting triggers
  11. Service retirement planning
  12. Version control integration
Module 4. Change Management Under ISO 20000
Align z/OS change workflows with ISO 20000 requirements for traceability, review, and rollback.
12 chapters in this module
  1. Change types classification
  2. Emergency change control
  3. Standard change templates
  4. Change advisory board role
  5. Change scheduling rules
  6. Backout procedure design
  7. Impact assessment frameworks
  8. Change freeze periods
  9. Automated testing integration
  10. Change success metrics
  11. Post-change review
  12. Change documentation standards
Module 5. Incident and Problem Management Integration
Map current z/OS incident handling to ISO 20000 requirements and improve root cause tracking.
12 chapters in this module
  1. Incident classification
  2. Severity level definitions
  3. Escalation path design
  4. Event correlation techniques
  5. Problem identification
  6. Root cause analysis methods
  7. Known error database use
  8. Workaround documentation
  9. Incident linking to changes
  10. Trend reporting
  11. Major incident handling
  12. Post-incident review
Module 6. Configuration Management in Mainframe Contexts
Implement CMDB practices that reflect z/OS system interdependencies and versioning.
12 chapters in this module
  1. Configuration item identification
  2. CI naming standards
  3. Relationship mapping
  4. CMDB scope definition
  5. Data source integration
  6. z/OS subsystem tracking
  7. Batch job dependencies
  8. Storage configuration
  9. Network layer links
  10. Version control alignment
  11. Audit trail maintenance
  12. CI ownership
Module 7. Release and Deployment Compliance
Ensure z/OS software releases meet ISO 20000 standards for planning, testing, and documentation.
12 chapters in this module
  1. Release types
  2. Release planning cycles
  3. Testing strategy alignment
  4. Staging environment use
  5. Backout planning
  6. Deployment checklist design
  7. Rollforward procedures
  8. Release documentation
  9. Post-deployment review
  10. Patch management
  11. Version tracking
  12. Compliance sign-off
Module 8. Service Level Agreement Development
Draft SLAs that reflect realistic z/OS performance and availability expectations.
12 chapters in this module
  1. SLA structure
  2. Service level indicators
  3. Target definition
  4. Monitoring approach
  5. Reporting frequency
  6. Availability benchmarks
  7. Response time metrics
  8. Maintenance window planning
  9. Penalty clause awareness
  10. Customer involvement
  11. Review cycles
  12. SLA update process
Module 9. Capacity and Availability Management
Apply ISO 20000 principles to z/OS capacity planning and outage prevention.
12 chapters in this module
  1. Capacity monitoring
  2. Trend analysis
  3. Bottleneck identification
  4. Forecasting methods
  5. Resource allocation
  6. Performance tuning alignment
  7. Availability targets
  8. Downtime tracking
  9. DR testing integration
  10. Capacity report templates
  11. Utilization thresholds
  12. Capacity planning cycles
Module 10. Supplier Management for Mainframe Services
Manage vendor relationships and contracts under ISO 20000 frameworks.
12 chapters in this module
  1. Supplier identification
  2. Contract review
  3. Service delivery monitoring
  4. Performance evaluation
  5. Escalation handling
  6. Compliance checks
  7. Renewal planning
  8. Vendor documentation
  9. Onboarding processes
  10. Offboarding procedures
  11. Subcontractor oversight
  12. Supplier audit rights
Module 11. Internal Audit Preparation
Lead teams through ISO 20000 readiness assessments with confidence.
12 chapters in this module
  1. Audit planning
  2. Checklist development
  3. Evidence collection
  4. Gap identification
  5. Remediation tracking
  6. Interview preparation
  7. Audit trail review
  8. Process walkthroughs
  9. Control testing
  10. Finding documentation
  11. Management response
  12. Audit closure
Module 12. Continuous Service Improvement
Implement feedback loops and improvement plans based on service data.
12 chapters in this module
  1. CSI cycle stages
  2. Data collection
  3. Performance analysis
  4. Improvement identification
  5. Prioritization frameworks
  6. Business case development
  7. Implementation planning
  8. Change integration
  9. Benefit tracking
  10. Feedback mechanisms
  11. Review frequency
  12. CSI reporting

How this maps to your situation

  • Mid-cycle audit preparation
  • New client onboarding with compliance requirements
  • Internal ISO 20000 certification push
  • Post-implementation gap remediation

Before vs. after

Before
Reactive engagement with ISO 20000 requirements, relying on external consultants or fragmented internal knowledge.
After
Proactive leadership in ISO 20000 implementation, producing aligned, audit-ready artefacts from z/OS operations.

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 asynchronous completion over 6, 8 weeks.

How this compares to the alternatives

Unlike generic ITIL courses, this program focuses exclusively on ISO 20000 application within z/OS environments, providing direct implementation pathways rather than theoretical overviews.

Frequently asked

How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is this applicable to non-mainframe teams?
The core framework applies broadly, but examples and templates are tailored to z/OS and hybrid enterprise environments.
Do I need prior ISO 20000 experience?
No. The course builds from foundational concepts to advanced implementation.
$199 one-time. Approximately 3 hours per module, designed for asynchronous completion 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
!