A tailored course, built for your situation
Deeper Command of the ISO 20000 Framework Structure
Master the full lifecycle and control logic of ISO 20000 to lead implementations with precision
$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
Mid-level compliance or service management practitioner at a global systems integrator, responsible for implementing or auditing ISO 20000-aligned processes in client engagements
Who this is not for
Executives seeking board-level summaries, entry-level staff needing introductory overviews, or teams focused exclusively on non-ISO frameworks like ITIL or COBIT without ISO 20000 integration
What you walk away with
- Complete mental model of ISO 20000 clause dependencies and sequencing
- Ability to map controls directly to service delivery workflows
- Faster, more accurate interpretation of audit findings
- Confidence leading client discussions on scope and evidence requirements
- Reusable templates for SoA, service reports, and process documentation
The 12 modules (with all 144 chapters)
Module 1. ISO 20000 Overview and Core Principles
Establish a foundation in the purpose, scope, and high-level structure of ISO 20000, including its role in service management ecosystems and alignment with other standards.
12 chapters in this module
- Scope and applicability
- Normative references
- Terms and definitions
- Overview of service management system
- Key success factors
- Relationship to other standards
- Certification pathways
- Auditor expectations
- Common misconceptions
- Implementation timelines
- Role of leadership
- Document hierarchy
Module 2. Service Management System Requirements
Explore the mandatory requirements for establishing, implementing, maintaining, and improving a service management system under ISO 20000.
12 chapters in this module
- General requirements
- Documentation needs
- Control of documents
- Record management
- Internal audits
- Management review
- Corrective action process
- Continual improvement
- Risk-based thinking
- Performance evaluation
- Compliance obligations
- Certification readiness
Module 3. Service Delivery Processes
Master the design and control of service delivery processes including service level management, budgeting, and demand management.
12 chapters in this module
- Service level agreements
- SLA monitoring
- Service reporting
- Budgeting and accounting
- Demand forecasting
- Capacity planning
- Resource allocation
- Performance dashboards
- Customer feedback loops
- Service continuity
- Workload modeling
- Escalation protocols
Module 4. Relationship Management
Learn how to manage relationships with customers, suppliers, and partners in alignment with ISO 20000 controls and expectations.
12 chapters in this module
- Customer relationship principles
- Supplier evaluation
- Third-party contracts
- Supplier performance tracking
- Vendor audit coordination
- Outsourcing governance
- Contract compliance
- Joint service reviews
- Transition planning
- Exit strategies
- Shared responsibility models
- Dispute resolution
Module 5. Resolution and Fulfillment
Understand incident, problem, and request fulfillment processes as defined in ISO 20000, with emphasis on control integrity and audit readiness.
12 chapters in this module
- Incident classification
- Response timelines
- Escalation workflows
- Root cause analysis
- Problem identification
- Known error database
- Change integration
- Service request types
- Catalog design
- Automated fulfillment
- Resolution tracking
- Post-incident review
Module 6. Control Objectives and Controls
Dive deep into the specific control objectives and implementation requirements across all domains of the standard.
12 chapters in this module
- Access control policy
- User access provisioning
- Authentication methods
- Privilege management
- Audit logging
- Data segregation
- Network security
- Physical access
- Change control
- Backup procedures
- Recovery testing
- Security incident management
Module 7. Change Enablement and Release Management
Implement structured change and release processes that meet ISO 20000 compliance while supporting agility and operational stability.
12 chapters in this module
- Change types
- Standard changes
- Change advisory board
- Risk assessment
- Backout planning
- Release scheduling
- Deployment checklists
- Version control
- Test validation
- Post-release review
- Rollback criteria
- Change documentation
Module 8. Configuration Management
Establish and maintain accurate configuration information for IT services and assets in compliance with ISO 20000 requirements.
12 chapters in this module
- Configuration items
- CMDB design
- Discovery tools
- Relationship mapping
- Baseline creation
- Audit trails
- Version tracking
- Ownership assignment
- Lifecycle stages
- Integration with change
- Data accuracy
- Reporting metrics
Module 9. Auditor Expectations and Evidence Gathering
Prepare for audits by understanding what evidence is required, how it’s evaluated, and how to present it effectively.
12 chapters in this module
- Audit planning
- Sampling methods
- Document requests
- Interview techniques
- Evidence templates
- Nonconformance types
- Corrective action plans
- Observation vs major finding
- Audit trail completeness
- Management sign-off
- Stage 1 vs Stage 2
- Certification decision
Module 10. Gap Assessment and Readiness Planning
Conduct thorough gap assessments and build practical roadmaps to achieve ISO 20000 compliance.
12 chapters in this module
- Initial assessment framework
- Maturity scoring
- Control mapping
- Risk-based prioritization
- Resource planning
- Timeline development
- Stakeholder alignment
- Training needs
- Tooling evaluation
- Pilot design
- Readiness checklist
- Final pre-audit review
Module 11. Integrated Service Management
Align ISO 20000 with other frameworks and practices including ITIL, COBIT, and NIST for cohesive governance.
12 chapters in this module
- ITIL integration points
- COBIT mapping
- NIST alignment
- SOC 2 overlaps
- GDPR considerations
- Cross-framework controls
- Unified reporting
- Consolidated audits
- Single source of truth
- Process harmonization
- Governance layer design
- Executive reporting
Module 12. Sustaining Compliance and Continuous Improvement
Maintain certification through ongoing monitoring, improvement cycles, and organizational learning.
12 chapters in this module
- Internal audit schedule
- Performance metrics
- Service improvement plan
- Management review meetings
- Corrective action follow-up
- Staff training refresh
- Regulatory updates
- Benchmarking
- Lessons learned
- Audit preparation cycle
- Certification renewal
- Culture of compliance
How this maps to your situation
- After client onboarding
- Before first internal audit
- During certification preparation
- After audit findings
Before vs. after
Before
Relies on fragmented knowledge of ISO 20000, often reacting to requests or audit findings without full context
After
Leads engagements with full framework fluency, anticipating requirements and shaping implementations proactively
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 45, 60 hours total, designed for consistent 20-minute daily engagement over six weeks.
How this compares to the alternatives
Unlike generic compliance training or video-based courses, this program delivers structured, clause-by-clause mastery of ISO 20000 with templates and implementation guidance tailored to real-world delivery environments like yours.
Frequently asked
Who is this course designed for?
Practitioners implementing, auditing, or managing ISO 20000-aligned service management systems in delivery organizations.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is prior certification required?
No. The course builds from foundational knowledge to advanced application.
$199 one-time. Approximately 45, 60 hours total, designed for consistent 20-minute daily engagement over six 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