A tailored course, built for your situation
Premium engagement picks with ISO 20000 alignment
Deliver client-ready IT service frameworks faster and position for higher-margin work
$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.
Stuck with routine maintenance cycles while high-impact projects go to others
The situation this course is for
Despite strong technical skills, engineers often miss access to strategic IT service engagements because their documentation and framework alignment don't meet client audit thresholds on first delivery
Who this is for
Mid-level to senior software engineer in IT services firm, working on compliance-critical system builds with recurring client audit cycles
Who this is not for
Engineers focused only on internal tooling without client-facing compliance deliverables
What you walk away with
- Build ISO 20000-aligned service documentation that clears client review on first submission
- Position for engagements with defined audit paths and higher billing tiers
- Deploy reusable templates for service level agreements and incident reporting cycles
- Shorten client feedback loops by aligning deliverables with ISO 20000 control expectations
- Gain technical authority on service management frameworks that differentiates you in internal team assignments
The 12 modules (with all 144 chapters)
Module 1. First principles of ISO 20000 in client service delivery
Understand how ISO 20000 creates value in client-facing engagements and where it integrates with existing SDLC practices.
12 chapters in this module
- Defining service management scope
- Mapping ISO 20000 to engineering workflows
- Client audit expectations by sector
- Service catalogue fundamentals
- Incident management boundaries
- Change control alignment
- Configuration management basics
- Release and deployment planning
- Service request handling
- Third-party integration points
- Roles in ISO 20000 implementation
- Common client misconceptions
Module 2. Service Level Agreement structuring techniques
Learn to draft SLAs that meet ISO 20000 requirements while remaining technically executable.
12 chapters in this module
- Defining measurable service targets
- Uptime commitment frameworks
- Response time tiers
- Escalation path design
- Client reporting cadences
- Penalty clause navigation
- Baseline performance metrics
- Service credit allocations
- SLA review cycles
- Multi-vendor coordination
- SLM tool integration
- SLA version control
Module 3. Incident and problem management alignment
Adapt incident response patterns to meet ISO 20000 control expectations without slowing resolution.
12 chapters in this module
- Incident categorisation standards
- Major incident declaration
- Problem root cause tracking
- Known error database use
- Workaround documentation
- Resolution time benchmarks
- Post-incident review format
- Trend analysis integration
- Event correlation basics
- Service impact scoring
- Priority-severity matrix
- Cross-team handoff rules
Module 4. Configuration management database integration
Implement CMDB practices that satisfy auditors while supporting engineering velocity.
12 chapters in this module
- CI identification criteria
- Attribute completeness rules
- Relationship mapping methods
- CMDB reconciliation cycles
- Automated discovery use
- Ownership assignment models
- Lifecycle status tracking
- Baseline validation frequency
- Change impact analysis
- Integration with monitoring tools
- Versioning standards
- Audit readiness checks
Module 5. Change and release control patterns
Structure change advisory workflows that meet compliance without blocking deployment speed.
12 chapters in this module
- Change categorisation rules
- Standard change identification
- Emergency change paths
- CAB meeting structure
- Change proposal templates
- Risk scoring models
- Post-implementation review
- Release calendar sync
- Rollback procedure design
- Backout criteria definition
- Change success metrics
- DevOps integration models
Module 6. Service continuity and availability planning
Design resilient service architectures that align with ISO 20000 availability commitments.
12 chapters in this module
- Availability target setting
- Single points of failure
- Failover mechanism design
- Disaster recovery testing
- Backup validation cycles
- Capacity planning inputs
- Resource dependency mapping
- Performance tuning alignment
- Downtime window negotiation
- Recovery time objectives
- Recovery point objectives
- Third-party SLA dependencies
Module 7. Supplier and third-party management
Manage vendor relationships with ISO 20000-compliant oversight that reduces client risk.
12 chapters in this module
- Supplier categorisation
- Contractual obligations mapping
- Performance monitoring
- Joint incident response
- Audit rights negotiation
- Subcontractor oversight
- Transition planning
- Supplier exit criteria
- Service integration points
- Vendor risk scoring
- Compliance validation frequency
- Relationship review meetings
Module 8. Service reporting and performance tracking
Generate client-facing reports that demonstrate ISO 20000 compliance and service health.
12 chapters in this module
- KPI selection framework
- Service report structure
- Dashboard design principles
- Trend identification
- Client presentation formats
- Exception reporting rules
- Automated report generation
- Data accuracy validation
- Audit trail requirements
- Service improvement tracking
- Benchmarking against peers
- Reporting cycle alignment
Module 9. Internal audit and compliance readiness
Prepare for internal and external audits with documentation that clears findings on first review.
12 chapters in this module
- Audit scope definition
- Evidence collection workflow
- Control mapping techniques
- Finding categorisation
- Remediation planning
- Audit response drafting
- Compliance gap analysis
- Management review inputs
- Corrective action tracking
- Audit communication protocol
- Document retention rules
- Pre-audit walkthroughs
Module 10. Continual service improvement integration
Embed improvement practices that meet ISO 20000 without creating additional overhead.
12 chapters in this module
- CSI register maintenance
- Improvement opportunity identification
- Cost-benefit analysis
- Stakeholder alignment
- Pilot testing approach
- Rollout planning
- Success measurement
- Lessons learned capture
- CSI calendar sync
- Resource planning
- Risk assessment integration
- Status reporting
Module 11. Role and responsibility modelling
Define clear ownership across service management processes to satisfy auditors and clients.
12 chapters in this module
- RACI matrix construction
- Process owner assignment
- Escalation authority
- Cross-functional coordination
- Decision rights definition
- Accountability tracking
- Delegation rules
- Succession planning
- Training requirement mapping
- Performance metrics alignment
- Reporting line clarity
- Stakeholder communication
Module 12. Client engagement positioning strategies
Apply ISO 20000 mastery to win higher-value project assignments.
12 chapters in this module
- Engagement scoping techniques
- Value-based pricing inputs
- Proposal differentiation
- Stakeholder readiness
- Risk narrative framing
- Referenceable outcomes
- Technical depth demonstration
- Compliance assurance messaging
- Post-engagement feedback
- Repeat work identification
- Cross-sell alignment
- Client trust signals
How this maps to your situation
- Delivering a client-facing IT service framework under ISO 20000
- Responding to audit findings on documentation gaps
- Competing for higher-margin project work
- Integrating compliance with engineering velocity
Before vs. after
Before
Reactive documentation cycles, client pushback on compliance gaps, missed opportunities for premium engagements
After
Proactive ISO 20000-aligned deliverables, first pick on higher-margin projects, trusted adviser status with clients
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 2.5 hours per module, designed to be completed alongside active projects.
If nothing changes
Continuing to deliver without ISO 20000 precision means staying in lower-tier project tracks, facing repeated client audit findings, and missing access to the most strategic work.
How this compares to the alternatives
Generic ITIL courses focus on theory; this course delivers client-ready templates, direct mapping to ISO 20000 controls, and positioning strategies for higher-margin work.
Frequently asked
How is this different from a generic ITIL course?
This course focuses specifically on client-facing ISO 20000 implementation with engineering-grade precision, not general framework awareness.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive practical tools?
Yes. Every module includes downloadable templates and real-world examples you can adapt immediately.
$199 one-time. Approximately 2.5 hours per module, designed to be completed alongside active projects..
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