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Premium engagement picks with ISO 20000 mastery

$199.00
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A tailored course, built for your situation

Premium engagement picks with ISO 20000 mastery

Position yourself for higher-margin service delivery roles through documented command of global service standards

$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 marketing or service delivery professional in a global IT services firm aiming to transition into higher-impact, standards-driven client engagements

Who this is not for

Individuals seeking certification prep only, or those focused solely on internal compliance without client-facing delivery ambitions

What you walk away with

  • Consistently qualify for engagements requiring ISO 20000 process documentation
  • Lead client-facing service improvement initiatives from kick-off to audit readiness
  • Produce reusable scoping templates that accelerate proposal development
  • Differentiate externally with documented adherence to international service standards
  • Command fee premiums on projects requiring formal service management alignment

The 12 modules (with all 144 chapters)

Module 1. Defining ISO 20000 scope in client proposals
Learn how to map service boundaries clearly in RFP responses and avoid costly scope creep in delivery.
12 chapters in this module
  1. What ISO 20000 covers
  2. Service lifecycle phases
  3. Scope statement drafting
  4. Exclusion justification
  5. Stakeholder alignment
  6. Proposal integration
  7. Risk signaling
  8. Version control
  9. Client Q&A prep
  10. Common misalignments
  11. Industry variations
  12. Change triggers
Module 2. Service catalogue design and client handover
Build client-ready service catalogues that meet ISO 20000 requirements and accelerate onboarding.
12 chapters in this module
  1. Catalogue structure rules
  2. Service naming conventions
  3. SLA integration
  4. Access controls
  5. Update workflows
  6. Client training assets
  7. Versioning standards
  8. Integration checks
  9. Compliance markers
  10. Audit evidence setup
  11. Ownership assignment
  12. Retirement process
Module 3. Incident management process alignment
Implement incident workflows that satisfy ISO 20000 controls and reduce client escalation risk.
12 chapters in this module
  1. Incident vs problem
  2. Priority classification
  3. Response time tiers
  4. Escalation paths
  5. Root cause tracking
  6. Resolution evidence
  7. Reporting cycles
  8. Tool integration
  9. Client notifications
  10. Post-mortem cadence
  11. KPI definitions
  12. Audit trail retention
Module 4. Change management for audit readiness
Ensure every change follows documented paths that support ISO 20000 compliance and client trust.
12 chapters in this module
  1. Change types
  2. Approval workflows
  3. Emergency protocols
  4. Impact assessment
  5. Backout planning
  6. CAB coordination
  7. Client comms
  8. Documentation standards
  9. Review frequency
  10. Post-implementation review
  11. Metrics tracking
  12. Non-conformance handling
Module 5. Service level agreement structuring
Design SLAs that are enforceable, measurable, and aligned with ISO 20000 service reporting requirements.
12 chapters in this module
  1. SLA vs OLAs
  2. Metric selection
  3. Threshold setting
  4. Reporting format
  5. Penalty clauses
  6. Client negotiation points
  7. Baseline documentation
  8. Review cycles
  9. Breach protocols
  10. Performance dashboards
  11. Archive standards
  12. Audit access setup
Module 6. Internal audit preparation
Run readiness checks that ensure your service processes pass ISO 20000 audit scrutiny.
12 chapters in this module
  1. Audit timeline
  2. Document checklist
  3. Interview prep
  4. Gap identification
  5. Corrective actions
  6. Evidence collection
  7. Stakeholder briefings
  8. Mock audits
  9. Non-conformance logs
  10. Remediation tracking
  11. Final submission
  12. Post-audit review
Module 7. Continual improvement planning
Lead service enhancements that meet ISO 20000's continual improvement mandate and client expectations.
12 chapters in this module
  1. CSI register setup
  2. Improvement identification
  3. Cost-benefit analysis
  4. Stakeholder buy-in
  5. Implementation planning
  6. Success metrics
  7. Change integration
  8. Client feedback loops
  9. Reporting cadence
  10. ROI tracking
  11. Lessons learned
  12. Archive process
Module 8. Supplier management under ISO 20000
Oversee third-party vendors in a way that maintains compliance and client trust.
12 chapters in this module
  1. Vendor scoping
  2. Contract alignment
  3. Performance monitoring
  4. Audit rights
  5. SLA enforcement
  6. Risk assessment
  7. Onboarding checks
  8. Escalation protocols
  9. Termination planning
  10. Documentation standards
  11. Compliance verification
  12. Client reporting
Module 9. Documentation standards for service delivery
Create ISO 20000-compliant documentation that stands up to internal and client scrutiny.
12 chapters in this module
  1. Document hierarchy
  2. Naming conventions
  3. Version control
  4. Approval workflow
  5. Storage locations
  6. Access permissions
  7. Retention periods
  8. Audit access
  9. Update triggers
  10. Review cycles
  11. Template library
  12. Decommissioning
Module 10. Risk assessment integration
Embed risk thinking into service management processes as required by ISO 20000.
12 chapters in this module
  1. Risk identification
  2. Impact analysis
  3. Likelihood scoring
  4. Treatment options
  5. Controls mapping
  6. Ownership assignment
  7. Reporting frequency
  8. Audit links
  9. Client communication
  10. Review triggers
  11. Update workflow
  12. Documentation standards
Module 11. Role and responsibility clarity
Define RACI matrices that prevent confusion and support ISO 20000 compliance.
12 chapters in this module
  1. RACI basics
  2. Stakeholder mapping
  3. Process coverage
  4. Approval authority
  5. Escalation paths
  6. Client interface roles
  7. Change control
  8. Audit participation
  9. Documentation ownership
  10. Training responsibility
  11. Vendor oversight
  12. Review cadence
Module 12. Client demonstration and reporting
Present service performance and compliance status in ways that build trust and justify higher fees.
12 chapters in this module
  1. Report types
  2. Audience tailoring
  3. Metric selection
  4. Visual clarity
  5. Audit alignment
  6. Client feedback
  7. Delivery format
  8. Frequency planning
  9. Escalation protocols
  10. Archive standards
  11. Improvement linkage
  12. Executive summary

How this maps to your situation

  • When scoping new client work
  • Before audit cycles
  • During vendor selection
  • At service renewal

Before vs. after

Before
Projects assigned based on availability, not track record in standards-aligned delivery
After
First pick on engagements requiring ISO 20000 documentation and audit support

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 completion in 6 weeks with weekly sprints

How this compares to the alternatives

Unlike generic compliance courses, this program focuses on client-facing service delivery with templates tailored to ISO 20000-specific project wins, not just internal audits.

Frequently asked

Who is this course for?
Service delivery and client engagement professionals aiming to lead ISO 20000-aligned projects in global IT organizations.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this prepare me for certification?
It builds practical mastery aligned with ISO 20000 requirements, though it is not a formal exam prep course.
$199 one-time. Approximately 3 hours per module, designed for completion in 6 weeks with weekly sprints.

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
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