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Recognition as the Go To Practitioner for ISO 20000

$199.00
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A tailored course, built for your situation

Recognition as the Go To Practitioner for ISO 20000

Become the recognized authority on service management frameworks within your organization

$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 IT service management practitioner in a global tech environment, focused on compliance-aligned operations and service delivery frameworks

Who this is not for

Executives seeking board-level summaries, entry-level staff needing introductory concepts, or practitioners outside IT service management workflows

What you walk away with

  • First-point-of-contact status for ISO 20000-related queries across departments
  • Visible ownership of service management documentation and audit trails
  • Repeatable templates for service level agreements and incident management workflows
  • Confident articulation of ISO 20000 control mappings in cross-functional meetings
  • Formal recognition as subject matter expert in performance reviews

The 12 modules (with all 144 chapters)

Module 1. Foundations of ISO 20000 in Modern Service Organizations
Establish core understanding of ISO 20000’s structure, scope, and alignment with ITIL practices in real-world deployments.
12 chapters in this module
  1. What ISO 20000 governs
  2. Service management system overview
  3. Relationship to ITIL
  4. Scope definition
  5. Certification vs applicability
  6. Key roles
  7. Documentation hierarchy
  8. Process boundaries
  9. Integration with support functions
  10. Common misconceptions
  11. Audit expectations
  12. Internal readiness checklist
Module 2. Defining the Service Management Scope
Learn to define and justify the scope of service management implementation to align with business units and technical boundaries.
12 chapters in this module
  1. Identifying in-scope services
  2. Stakeholder mapping
  3. Boundary documentation
  4. Exclusion justification
  5. Service catalog alignment
  6. Ownership assignment
  7. Change control integration
  8. SLA linkage
  9. Third-party inclusion
  10. Cloud service considerations
  11. Vendor interface rules
  12. Scope sign-off workflow
Module 3. Designing the Service Management System
Build a compliant and practical service management system architecture aligned with ISO 20000 requirements.
12 chapters in this module
  1. SMS architecture blueprint
  2. Process interdependencies
  3. Policy hierarchy
  4. Document control design
  5. Record retention rules
  6. Tooling alignment
  7. Role-based access
  8. Incident severity tiers
  9. Escalation workflows
  10. Service continuity planning
  11. Risk register setup
  12. Internal audit schedule
Module 4. Service Level Management Implementation
Create and operationalize service level agreements with measurable, enforceable terms.
12 chapters in this module
  1. SLA structure
  2. KPI selection
  3. Reporting frequency
  4. Penalty clauses
  5. Customer review process
  6. Service credit mechanisms
  7. Internal alignment
  8. Monitoring tools
  9. Breach handling
  10. Renewal tracking
  11. Performance dashboards
  12. Stakeholder communication
Module 5. Incident and Problem Management
Implement structured incident response and root cause analysis workflows compliant with ISO 20000 expectations.
12 chapters in this module
  1. Incident classification
  2. Priority matrix
  3. Initial response SLAs
  4. Escalation paths
  5. Workaround logging
  6. Closure criteria
  7. Problem identification
  8. Root cause methods
  9. Known error database
  10. Workaround validation
  11. Trend analysis
  12. Post-mortem process
Module 6. Change Evaluation and Control
Establish a change management process that meets ISO 20000 standards while supporting operational agility.
12 chapters in this module
  1. Change types
  2. Request intake
  3. Impact assessment
  4. Approval workflows
  5. Standard changes
  6. Emergency changes
  7. Change advisory board
  8. Implementation tracking
  9. Backout planning
  10. Change success metrics
  11. Post-change review
  12. Audit trail maintenance
Module 7. Configuration Management and Asset Tracking
Develop a reliable configuration management database with verified asset linkages.
12 chapters in this module
  1. CMDB scope
  2. CI identification
  3. Attribute definitions
  4. Relationship mapping
  5. Ownership rules
  6. Verification cycles
  7. Integration with discovery tools
  8. Change linkage
  9. Version tracking
  10. Decommissioning process
  11. Audit readiness
  12. Data accuracy metrics
Module 8. Service Continuity and Availability Planning
Design and document service continuity plans that meet ISO 20000 requirements and real-world demands.
12 chapters in this module
  1. Availability targets
  2. Uptime measurement
  3. Redundancy design
  4. Failover testing
  5. Disaster recovery alignment
  6. BCP integration
  7. Resource requirements
  8. Recovery time objectives
  9. Testing frequency
  10. Stakeholder communication
  11. Third-party dependencies
  12. Continuous improvement
Module 9. Supplier Management Compliance
Ensure third-party service providers meet ISO 20000 expectations through documented oversight.
12 chapters in this module
  1. Supplier identification
  2. Contractual obligations
  3. Performance monitoring
  4. Audit rights
  5. Subcontractor rules
  6. Compliance reporting
  7. Renewal reviews
  8. Escalation channels
  9. Exit planning
  10. Joint process design
  11. Service integration
  12. Risk assessment
Module 10. Internal Audit and Continuous Improvement
Conduct ISO 20000-aligned internal audits and drive corrective actions.
12 chapters in this module
  1. Audit planning
  2. Checklist development
  3. Evidence collection
  4. Non-conformance tracking
  5. Root cause analysis
  6. Corrective action plans
  7. Management review input
  8. Trend identification
  9. Process refinement
  10. Audit reporting
  11. Follow-up verification
  12. Certification prep
Module 11. Preparing for External Certification
Navigate the certification audit process with confidence and precision.
12 chapters in this module
  1. Registrar selection
  2. Stage 1 audit prep
  3. Document readiness
  4. Evidence compilation
  5. Interview preparation
  6. Gap remediation
  7. Stage 2 audit workflow
  8. Corrective action response
  9. Certification maintenance
  10. Surveillance audits
  11. Scope changes
  12. Re-certification cycle
Module 12. Sustaining Recognition and Influence
Turn certification success into lasting professional visibility and authority.
12 chapters in this module
  1. Post-certification communication
  2. Stakeholder updates
  3. Lessons learned sharing
  4. Cross-functional mentoring
  5. Thought leadership outlets
  6. Internal training design
  7. Best practice documentation
  8. Peer recognition strategies
  9. Visibility in performance reviews
  10. Speaking opportunities
  11. Metrics sharing
  12. Leadership engagement

How this maps to your situation

  • When drafting the first service level agreement
  • Before certification audit kickoff
  • During vendor management restructuring
  • After internal audit findings

Before vs. after

Before
Technical contributions remain below the line, with limited recognition beyond immediate team
After
Known across departments as the trusted resource for ISO 20000 implementation and service management excellence

What's included with your purchase

  • 12 modules with 12 chapters each (144 chapters total)
  • 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 incremental progress alongside regular responsibilities.

How this compares to the alternatives

Generic compliance courses offer broad overviews; this program delivers specific, actionable capabilities for ISO 20000 ownership with real-world templates and implementation guidance.

Frequently asked

Who is this course for?
IT service management practitioners implementing or maintaining ISO 20000 in complex environments.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me get certified?
It prepares you thoroughly for certification by building audit-ready documentation and process fluency.
$199 one-time. Approximately 3 hours per module, designed for incremental progress alongside regular responsibilities..

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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