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Premium engagement picks with ISO 20000 expertise

$199.00
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A tailored course, built for your situation

Premium engagement picks with ISO 20000 expertise

Position yourself first for high-impact, high-margin service delivery initiatives

$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 practitioner in service management or user engagement leading cross-functional service delivery initiatives

Who this is not for

Entry-level coordinators or those without decision influence in service delivery design

What you walk away with

  • First access to high-budget, high-visibility service transformation projects
  • Ability to shape ISO 20000 service delivery blueprints independently
  • Proven methodology for scoping and delivering maturity assessments
  • Cross-functional leadership skills for deploying ISO 20000 across teams
  • Repeatable frameworks that compound across engagements

The 12 modules (with all 144 chapters)

Module 1. Foundations of ISO 20000 governance
Understand the core structure, clauses, and organizational commitments required for compliant service delivery frameworks.
12 chapters in this module
  1. Purpose of ISO 20000
  2. Service management system requirements
  3. Scope definition principles
  4. Documentation hierarchy
  5. Leadership accountability
  6. Planning service delivery
  7. Support structure design
  8. Operational control points
  9. Performance measurement
  10. Improvement planning
  11. Audit preparedness
  12. Certification pathways
Module 2. Scoping service delivery initiatives
Define clear boundaries and objectives for ISO 20000-aligned projects that align with business priorities.
12 chapters in this module
  1. Identifying service domains
  2. Mapping stakeholder needs
  3. Defining service catalog entries
  4. Setting maturity targets
  5. Gap assessment design
  6. Engagement sequencing
  7. Resource alignment
  8. Timeline planning
  9. Risk identification
  10. Stakeholder onboarding
  11. Baseline documentation
  12. Change planning
Module 3. Designing service management systems
Architect compliant, scalable service delivery infrastructures aligned with ISO 20000 controls.
12 chapters in this module
  1. Policy development
  2. Process mapping
  3. Role definition
  4. Incident management design
  5. Change control workflow
  6. Configuration management database planning
  7. Service level agreement structuring
  8. Monitoring architecture
  9. Vendor integration points
  10. Data governance alignment
  11. Security integration
  12. Audit trail design
Module 4. Leading cross-functional implementation
Drive adoption across teams using structured rollout plans and stakeholder coordination.
12 chapters in this module
  1. Stakeholder alignment
  2. Communication planning
  3. Pilot deployment
  4. Feedback integration
  5. Process validation
  6. Documentation finalization
  7. Training rollout
  8. Ownership transfer
  9. Performance baseline
  10. Handover checklist
  11. Continuous improvement loop
  12. Scaling strategy
Module 5. Maturity assessment and benchmarking
Evaluate current state and position against ISO 20000 maturity levels using structured assessment tools.
12 chapters in this module
  1. Maturity model overview
  2. Self-assessment design
  3. Interview protocols
  4. Evidence collection
  5. Gap scoring
  6. Benchmark alignment
  7. Roadmap development
  8. Leadership reporting
  9. Stakeholder feedback
  10. Action planning
  11. Progress tracking
  12. Reassessment timing
Module 6. Service delivery policy frameworks
Develop and maintain enforceable policies that meet ISO 20000 requirements and organizational needs.
12 chapters in this module
  1. Policy structure
  2. Approval workflows
  3. Version control
  4. Distribution planning
  5. Compliance monitoring
  6. Exception handling
  7. Review cycles
  8. Integration with governance
  9. Audit alignment
  10. Stakeholder input
  11. Training integration
  12. Enforcement protocols
Module 7. Incident and problem management alignment
Align incident resolution and root cause analysis with ISO 20000 service continuity requirements.
12 chapters in this module
  1. Incident classification
  2. Response workflows
  3. Escalation paths
  4. Root cause identification
  5. Problem ticketing
  6. Knowledge base integration
  7. Resolution tracking
  8. Post-mortem process
  9. Trend analysis
  10. Service impact scoring
  11. Automation opportunities
  12. Reporting structure
Module 8. Change control and configuration management
Implement structured change approval and asset tracking aligned with ISO 20000 standards.
12 chapters in this module
  1. Change request process
  2. Impact assessment
  3. Approval workflows
  4. Implementation scheduling
  5. Backout planning
  6. Configuration item identification
  7. Relationship mapping
  8. CMDB design principles
  9. Audit readiness
  10. Version reconciliation
  11. Access control
  12. Change reporting
Module 9. Service level management and reporting
Define, track, and report on service level agreements using ISO 20000-aligned metrics.
12 chapters in this module
  1. SLA definition
  2. KPI identification
  3. Reporting frequency
  4. Dashboard design
  5. Performance review meetings
  6. Remediation planning
  7. Customer feedback loops
  8. Escalation thresholds
  9. Trend identification
  10. Benchmarking
  11. Service review templates
  12. Continuous improvement
Module 10. Internal audit and compliance validation
Conduct ISO 20000 readiness audits and validate control effectiveness.
12 chapters in this module
  1. Audit planning
  2. Checklist development
  3. Evidence collection
  4. Interview execution
  5. Finding categorization
  6. Report drafting
  7. Remediation tracking
  8. Management review
  9. Corrective action planning
  10. Audit trail maintenance
  11. Compliance scoring
  12. Certification prep
Module 11. Continuous service improvement
Drive improvement cycles using data and stakeholder feedback within ISO 20000 frameworks.
12 chapters in this module
  1. Improvement identification
  2. Data analysis
  3. Stakeholder input
  4. Prioritization framework
  5. Initiative design
  6. Pilot testing
  7. Rollout planning
  8. Impact measurement
  9. Feedback integration
  10. Scaling decisions
  11. Documentation updates
  12. Leadership reporting
Module 12. Leading ISO 20000 certification efforts
Prepare and guide organizations through third-party certification with confidence.
12 chapters in this module
  1. Certification scope
  2. Gap finalization
  3. Documentation audit
  4. Internal dry run
  5. External auditor prep
  6. Interview readiness
  7. Evidence presentation
  8. Finding response
  9. Certification decision
  10. Post-certification planning
  11. Surveillance audit prep
  12. Recertification roadmap

How this maps to your situation

  • Leading a new ISO 20000 implementation
  • Scoping a maturity assessment for leadership
  • Responding to a service delivery audit
  • Designing a service improvement initiative

Before vs. after

Before
Service delivery initiatives are assigned reactively, with limited visibility into high-margin opportunities.
After
You are first in line for premium engagements with measurable impact and executive visibility.

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 week over 12 weeks to complete all modules and apply frameworks.

If nothing changes
Without targeted expertise, high-impact service transformation projects will continue to bypass you in favor of practitioners with structured ISO 20000 experience.

How this compares to the alternatives

Unlike generic compliance courses, this program focuses exclusively on ISO 20000 and delivers actionable frameworks for leading real-world service delivery transformations.

Frequently asked

How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this course include templates?
Yes, every module includes downloadable templates and worked examples.
Is certification included?
No, but the course prepares you fully to lead certification efforts.
$199 one-time. Approximately 3 hours per week over 12 weeks to complete all modules and apply frameworks..

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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