A tailored course, built for your situation
More polished ISO 20000 service delivery artefacts the first time
Produce cleaner, auditor-ready outputs with less rework
$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.
Repetitive revisions delay ISO 20000 compliance sign-off
The situation this course is for
Service delivery engineers often face multiple rounds of feedback on documentation, leading to delays and increased scrutiny. The root issue isn’t understanding the standard, it’s producing outputs that meet auditor expectations the first time.
Who this is for
Service Delivery Engineer focused on ISO 20000 compliance, working in a high-assurance environment
Who this is not for
Engineers not involved in service management documentation or compliance reporting
What you walk away with
- Produce auditor-ready ISO 20000 service reports with fewer revision cycles
- Apply a structured template library for consistent, compliant artefacts
- Reduce time spent revising documentation by 40, 60%
- Demonstrate stronger control linkage and traceability in first-draft deliverables
- Gain confidence that outputs meet current auditor expectations
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 audit expectations
Learn what auditors look for in service management documentation and how to meet those expectations upfront.
12 chapters in this module
- Auditor checklist patterns
- Common failure points
- Evidence depth benchmarks
- Service scope alignment
- Control linkage standards
- Document maturity levels
- Version control norms
- Stakeholder mapping
- Incident reporting depth
- Change record completeness
- Review cycle expectations
- Sign-off authority clarity
Module 2. Structuring compliant service policies
Build policies that align with ISO 20000 requirements and withstand scrutiny.
12 chapters in this module
- Policy statement structure
- Control-to-clause mapping
- Applicability statements
- Exclusion justification
- Version control method
- Review cycle definition
- Ownership assignment
- Approval chain setup
- Distribution log
- Retention rule definition
- Update trigger design
- Compliance linkage
Module 3. Designing service level agreements
Create SLAs that are measurable, enforceable, and audit-ready.
12 chapters in this module
- KPI selection logic
- Target definition clarity
- Penalty clause design
- Reporting frequency
- Escalation path setup
- Review obligation
- Customer sign-off
- Performance tracking
- Breach documentation
- Remediation planning
- SLA-to-OLAs alignment
- Service scope boundary
Module 4. Documenting service catalogues
Produce clear, complete, and compliant service catalogues.
12 chapters in this module
- Service listing format
- Description standards
- Access method definition
- Support model clarity
- Service ownership
- Lifecycle phase tagging
- Integration mapping
- Security controls
- Availability commitments
- Change impact note
- Retirement process
- Catalogue update cycle
Module 5. Incident management compliance
Ensure incident handling meets ISO 20000 evidence standards.
12 chapters in this module
- Incident classification
- Severity levels
- Response time SLAs
- Root cause process
- Workaround documentation
- Closure criteria
- Escalation logging
- Trend reporting
- Major incident process
- Post-incident review
- Evidence retention
- Audit trail setup
Module 6. Change management documentation
Design change processes with full traceability and compliance.
12 chapters in this module
- Change types classification
- Request form design
- Approval workflow
- Emergency change rules
- Backout planning
- Impact assessment
- CAB documentation
- Implementation log
- Post-change review
- Change success metrics
- Change freeze policy
- Change calendar
Module 7. Problem management alignment
Link problem records to incidents and changes with clarity.
12 chapters in this module
- Problem record creation
- Root cause analysis method
- Known error database
- Workaround tracking
- Resolution evidence
- Problem-to-incident link
- Trend identification
- Proactive identification
- Problem prioritization
- Closure validation
- Prevention plan
- Review cycle
Module 8. Configuration management accuracy
Maintain CMDB records that pass audit scrutiny.
12 chapters in this module
- CI classification
- Attribute completeness
- Relationship mapping
- Ownership assignment
- Audit interval
- Discovery method
- Reconciliation process
- Baseline creation
- Change linkage
- Decommission tracking
- CI lifecycle
- CMDB tool validation
Module 9. Supplier management compliance
Document third-party relationships to meet ISO 20000 standards.
12 chapters in this module
- Supplier register
- Contract review process
- Performance monitoring
- SLA alignment
- Risk assessment
- Due diligence
- Audit rights
- Subcontractor oversight
- Transition planning
- Exit criteria
- Incident linkage
- Compliance verification
Module 10. Continual improvement evidence
Show auditors a living improvement program.
12 chapters in this module
- Improvement idea capture
- Prioritization framework
- Project tracking
- Benefit measurement
- Stakeholder feedback
- Lessons learned
- Process update
- Change linkage
- Review rhythm
- Reporting format
- Success criteria
- Closure validation
Module 11. Internal audit preparation
Prepare for audits with confidence and completeness.
12 chapters in this module
- Audit schedule
- Checklist design
- Evidence collection
- Interview readiness
- Gap assessment
- Corrective action
- Remediation tracking
- Findings response
- Audit report
- Follow-up plan
- Trend analysis
- Pre-audit walkthrough
Module 12. Certification readiness
Finalise documentation and processes for external audit.
12 chapters in this module
- Certification roadmap
- Evidence package
- Gap closure
- Management review
- External auditor prep
- Corrective action plan
- Final walkthrough
- Scope confirmation
- Statement of Applicability
- Control implementation proof
- Certification body liaison
- Post-certification plan
How this maps to your situation
- Delivering ISO 20000 documentation under tight timelines
- Facing audit feedback cycles
- Improving first-time pass rate on artefacts
- Reducing rework in service management reporting
Before vs. after
Before
Producing service management documentation that requires multiple revisions to meet audit standards
After
Delivering polished, auditor-ready ISO 20000 artefacts the first time with confidence
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 12 hours total, designed for on-demand completion over 2, 3 weeks.
If nothing changes
Continuing to produce documentation that requires repeated revisions delays certification and increases scrutiny.
How this compares to the alternatives
Most ISO 20000 training focuses on theory or generic templates. This course delivers practitioner-grade templates and real-world examples tailored to high-assurance service delivery environments.
Frequently asked
Is this course relevant to ISO 20000:the current cycle?
Yes, all content is aligned with the current ISO 20000:the current cycle standard.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Are templates included?
Yes, every module includes downloadable, customizable templates for immediate use.
$199 one-time. Approximately 12 hours total, designed for on-demand completion over 2, 3 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