A tailored course, built for your situation
Own the ISO 20000 service management lifecycle end to end
A 12-module path to full authority over service delivery design, handoffs, and continuous improvement
$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 IT operations practitioner with hands-on infrastructure experience, embedded in service delivery teams, positioned to take on broader service management responsibility within their current role.
Who this is not for
Individuals seeking entry-level certification prep or those focused only on compliance audits without operational ownership.
What you walk away with
- Define and document service scope agreements aligned with ISO 20000 requirements
- Lead service transition handoffs between operations and support teams
- Design repeatable service improvement cycles with measurable KPIs
- Own vendor and internal team coordination within service management workflows
- Drive internal adoption of ISO 20000 controls without escalation to leadership
The 12 modules (with all 144 chapters)
Module 1. Mapping service boundaries to ISO 20000 clauses
Learn how to align technical service scope with ISO 20000's service management requirements, focusing on where system administration intersects with formal service agreements.
12 chapters in this module
- Defining service scope
- Identifying service owners
- Linking Linux systems to service catalog entries
- Documenting service level objectives
- Aligning incident response with ISO 20000
- Integrating change control protocols
- Mapping existing runbooks to framework clauses
- Establishing service reporting cadence
- Identifying improvement triggers
- Setting KPI baselines
- Validating service design inputs
- Versioning service documentation
Module 2. Designing service handoff workflows
Create structured transitions between infrastructure setup and ongoing operations using ISO 20000-aligned handoff checklists and accountability frameworks.
12 chapters in this module
- Handoff trigger events
- Defining readiness criteria
- Documenting deployment artifacts
- Assigning operational ownership
- Verifying monitoring coverage
- Establishing rollback thresholds
- Integrating runbook validation
- Handoff sign-off protocols
- Post-handoff review timing
- Capturing early-cycle incidents
- Updating service knowledge base
- Linking to continuous improvement
Module 3. Incident resolution under ISO 20000
Apply ISO 20000 principles to real-time incident response, focusing on communication, escalation paths, and post-mortem integration.
12 chapters in this module
- Classifying incident severity
- Aligning response tiers with SLAs
- Documenting resolution steps
- Maintaining incident logs
- Integrating with monitoring tools
- Initiating problem management
- Tracking resolution time
- Validating service restoration
- Reporting to stakeholders
- Updating known error database
- Linking to configuration items
- Reducing repeat incidents
Module 4. Change control within service management
Implement ISO 20000-compliant change workflows for system updates, patches, and configuration adjustments.
12 chapters in this module
- Classifying change types
- Defining approval thresholds
- Creating change requests
- Assessing risk impact
- Scheduling change windows
- Documenting rollback plans
- Executing changes safely
- Verifying post-change stability
- Updating configuration records
- Reporting change success rate
- Handling emergency changes
- Auditing change history
Module 5. Service continuity and availability management
Structure high-availability planning and disaster recovery testing under ISO 20000 guidelines.
12 chapters in this module
- Defining availability targets
- Mapping dependencies
- Designing failover paths
- Testing backup systems
- Documenting recovery procedures
- Measuring uptime accuracy
- Reviewing incident impact
- Updating resilience plans
- Validating DR drills
- Reporting to stakeholders
- Aligning with business needs
- Versioning continuity plans
Module 6. Supplier and vendor coordination under ISO 20000
Lead interactions with third parties using ISO 20000-aligned service contracts and performance tracking.
12 chapters in this module
- Defining vendor scope
- Reviewing SLAs
- Tracking delivery quality
- Managing contract renewals
- Escalating performance gaps
- Documenting service credits
- Aligning with internal teams
- Auditing vendor reports
- Coordinating joint improvements
- Managing exit transitions
- Updating vendor registry
- Reporting supplier health
Module 7. Continuous service improvement foundations
Establish real-world feedback loops that feed into service upgrades and process refinements.
12 chapters in this module
- Identifying improvement sources
- Setting review cadence
- Gathering stakeholder input
- Analyzing incident trends
- Benchmarking performance
- Prioritizing uplifts
- Defining uplift scope
- Testing improvements
- Measuring uplift impact
- Documenting changes
- Communicating outcomes
- Updating process maps
Module 8. Configuration management under ISO 20000
Maintain accurate configuration records with automated inputs and audit readiness.
12 chapters in this module
- Defining configuration items
- Mapping relationships
- Tracking changes
- Validating data accuracy
- Integrating discovery tools
- Creating audit views
- Reporting CMDB health
- Managing access controls
- Versioning records
- Linking incidents to CIs
- Documenting normalization rules
- Handling exceptions
Module 9. Service reporting and stakeholder communication
Produce ISO 20000-aligned service reports that inform internal teams and compliance reviewers.
12 chapters in this module
- Defining reporting needs
- Setting frequency
- Collecting performance data
- Visualizing uptime
- Reporting incident trends
- Highlighting improvement cycles
- Including risk insights
- Creating executive summaries
- Distributing reports
- Gathering feedback
- Archiving records
- Aligning with audits
Module 10. Internal audit and compliance tracking
Prepare for ISO 20000 audits with structured evidence collection and gap remediation workflows.
12 chapters in this module
- Mapping controls to clauses
- Assigning evidence owners
- Scheduling check-ins
- Reviewing documentation
- Identifying gaps
- Prioritizing fixes
- Tracking remediation
- Validating closure
- Generating audit packs
- Coordinating with auditors
- Reporting readiness
- Updating control library
Module 11. Driving adoption across teams
Lead peer teams to adopt ISO 20000 practices through practical tooling and shared ownership.
12 chapters in this module
- Identifying friction points
- Simplifying workflows
- Creating quick-reference guides
- Running team onboarding
- Collecting feedback
- Adjusting processes
- Recognizing contributors
- Sharing success metrics
- Linking to performance goals
- Sustaining engagement
- Documenting best practices
- Scaling adoption
Module 12. Building a personal service management playbook
Assemble a tailored set of templates, checklists, and workflows for ongoing use in your role.
12 chapters in this module
- Selecting core templates
- Customizing for context
- Integrating organizational standards
- Adding team feedback
- Versioning playbook
- Storing playbook access
- Updating for changes
- Linking to runbooks
- Sharing with peers
- Teaching others
- Expanding scope
- Measuring playbook usage
How this maps to your situation
- After onboarding a new service
- Before an internal compliance review
- During a vendor transition
- When improving post-incident follow-up
Before vs. after
Before
Service lifecycle decisions are fragmented across teams, with limited ownership over continuity, handoffs, or improvement cycles.
After
You lead the full service lifecycle from design to refinement, with documented control over ISO 20000-aligned workflows and stakeholder alignment.
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 minutes per module, designed to fit around operational responsibilities.
If nothing changes
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How this compares to the alternatives
Unlike generic ISO 20000 awareness courses, this program focuses on actionable ownership of service lifecycle decisions, built for practitioners in operational roles who are ready to lead beyond execution.
Frequently asked
Is this course focused on certification exam prep?
No. This course is designed to build operational authority over ISO 20000 implementation, not to serve as an exam cram guide.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this while still in a hands-on technical role?
Yes. The course is tailored for practitioners like you who are expanding influence within their current role, not transitioning to a new title.
$199 one-time. Approximately 45 minutes per module, designed to fit around operational responsibilities..
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