A tailored course, built for your situation
Premium engagement picks with ISO 20000 mastery
Access higher-margin service delivery opportunities by mastering ISO 20000 implementation at scale
$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 consulting manager in a global systems integrator, focused on IT service management and compliance frameworks, with client-facing delivery responsibility
Who this is not for
This is not for junior consultants or those outside service management implementation. It’s not for teams focused solely on internal audits without client delivery scope.
What you walk away with
- Claim premium ISO 20000-aligned engagements over transactional compliance work
- Reduce rework by applying field-tested scoping templates from day one
- Demonstrate ownership of end-to-end service management deployment
- Shorten client decision cycles with pre-built control narratives
- Build a repeatable delivery model that compounds across projects
The 12 modules (with all 144 chapters)
Module 1. Defining ISO 20000 scope with precision
Map client environments accurately to avoid over-scoping and reduce implementation friction. Learn to align scope with existing control boundaries and audit timelines.
12 chapters in this module
- Client intake checklist
- Identifying service boundaries
- Control set selection
- Stakeholder alignment triggers
- Gap analysis baseline
- Scope validation template
- Vendor inclusion criteria
- Service catalog mapping
- Change window planning
- Compliance boundary setting
- Baseline evidence checklist
- First draft sign-off path
Module 2. Stakeholder alignment for faster buy-in
Secure early commitment from operations, compliance, and delivery leads using structured engagement patterns proven in multi-vendor environments.
12 chapters in this module
- RACI model application
- First alignment meeting agenda
- Compliance liaison role
- Operations readiness markers
- Change manager briefing
- Executive touchpoint cadence
- Risk escalation path
- Feedback loop design
- Decision log setup
- Meeting outcome tracking
- Conflict resolution protocol
- Status reporting rhythm
Module 3. Control mapping with audit durability
Translate ISO 20000 requirements into durable control statements that survive internal reviews and external validation cycles.
12 chapters in this module
- Requirement to control logic
- Control ownership assignment
- Evidence type matching
- Control testing frequency
- Exception handling rule
- Version control method
- Cross-reference standard
- Automated control flag
- Manual override protocol
- Audit trail preservation
- Control rationalization
- Lifecycle update trigger
Module 4. Service catalog development
Build client-specific service catalogs that meet ISO 20000 requirements while aligning with existing ITIL practices and operational realities.
12 chapters in this module
- Service definition criteria
- Naming convention standard
- Service owner assignment
- SLA linkage method
- Change approval path
- Incident linkage rule
- Service retirement process
- Catalog maintenance plan
- Version control system
- Access control model
- Integration pattern
- Audit readiness check
Module 5. Incident management integration
Align incident response workflows with ISO 20000 standards to ensure compliance without sacrificing operational speed.
12 chapters in this module
- Severity classification
- Response time benchmarks
- Escalation path design
- Cross-team coordination
- Automated routing rule
- Manual override process
- Resolution evidence
- Post-incident review
- Trend reporting setup
- Knowledge base update
- Repeat incident tag
- Compliance exception log
Module 6. Change control framework setup
Implement change approval workflows that satisfy ISO 20000 while supporting agile delivery cycles and reducing approval latency.
12 chapters in this module
- Change type classification
- Approval authority matrix
- Emergency change path
- Change advisory board
- Automated pre-checks
- Risk scoring model
- Implementation window
- Backout planning
- Post-change review
- Change success metric
- Rollback documentation
- Audit trail preservation
Module 7. Configuration management database design
Structure CMDB architecture to support ISO 20000 compliance with minimal overhead and maximum operational utility.
12 chapters in this module
- CI classification
- Attribute standardization
- Relationship mapping
- Ownership assignment
- Update frequency rule
- Automated discovery
- Manual override process
- CI lifecycle states
- Sync with service catalog
- Version control method
- Audit readiness check
- Access control model
Module 8. Service level agreement structuring
Design SLAs that are enforceable, measurable, and aligned with business objectives while meeting ISO 20000 requirements.
12 chapters in this module
- Service tier definition
- Metric selection
- Measurement method
- Reporting frequency
- Performance review process
- Penalty clause design
- Remediation process
- Renewal negotiation
- Customer satisfaction
- Exception handling
- SLA-CMDB link
- Audit trail setup
Module 9. Capacity and performance management
Implement monitoring and planning processes that ensure service availability while demonstrating compliance with ISO 20000 standards.
12 chapters in this module
- Capacity planning cycle
- Performance baseline
- Bottleneck identification
- Resource forecasting
- Scaling trigger
- Capacity report template
- Performance trend analysis
- Alert threshold setting
- Capacity test execution
- Optimization recommendation
- Compliance evidence
- Review cadence
Module 10. Information security integration
Embed ISO 27001-aligned security controls into ISO 20000 service management processes without duplication or overhead.
12 chapters in this module
- Security control mapping
- Access review process
- Encryption standard
- Incident linkage
- Risk assessment sync
- Compliance evidence
- Audit trail requirement
- Policy alignment
- Training integration
- Vendor security check
- Third-party review
- Continual improvement
Module 11. Continual improvement planning
Establish a structured process for regular service review and enhancement that satisfies ISO 20000 and delivers tangible client value.
12 chapters in this module
- Improvement cycle design
- Feedback collection
- Priority scoring
- Resource allocation
- KPI tracking
- Success validation
- Client review meeting
- Change integration
- Knowledge update
- Compliance linkage
- Audit evidence
- Reporting template
Module 12. Audit readiness and evidence packaging
Prepare for ISO 20000 certification audits with organized, durable artefacts and a clear narrative of control effectiveness.
12 chapters in this module
- Audit timeline mapping
- Evidence checklist
- Narrative development
- Interview preparation
- Document organization
- Gap remediation
- Management sign-off
- Audit trail review
- Control demonstration
- Exception reporting
- Post-audit follow-up
- Certification submission
How this maps to your situation
- Client onboarding for ISO 20000 deployment
- Mid-cycle stakeholder resistance
- Pre-audit evidence consolidation
- Post-certification continual improvement
Before vs. after
Before
Reactive engagement model with inconsistent delivery outcomes across clients
After
Proactive selection of premium engagements with predictable, audit-ready outputs
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: 8-10 hours total, designed to be completed across two weeks with client work
If nothing changes
Without structured mastery of ISO 20000, consultants default to transactional work and miss opportunities to lead high-impact, high-margin transformations.
How this compares to the alternatives
Unlike generic compliance courses, this program focuses exclusively on ISO 20000 and provides field-tested templates and real-world decision patterns used in top-tier consulting firms.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Who is this course for?
Senior consultants and managers leading ISO 20000 implementations in client-facing roles.
Is there a money-back guarantee?
Yes, 30-day money-back guarantee if you don't find the templates and playbooks actionable.
$199 one-time. 8-10 hours total, designed to be completed across two weeks with client work.
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