A tailored course, built for your situation
Repeatable artefacts that compound across ISO 20000 engagements
Build a living library of service management assets that grow more valuable with every delivery
$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 service management leader at a global systems integrator, delivering repeatable compliance and operational excellence for enterprise clients
Who this is not for
Individuals seeking entry-level certification prep or isolated audit fixes
What you walk away with
- A curated collection of ISO 20000-aligned templates that evolve across engagements
- Faster onboarding for new team members using standardized artefacts
- Reduced rework in audits and client onboarding by reusing proven materials
- Increased consistency in service delivery across geographies and industries
- A visible track record of institutionalized knowledge that strengthens client trust
The 12 modules (with all 144 chapters)
Module 1. Foundations of Compounding Service Assets
Establish the mindset and mechanics of building reusable ISO 20000 artefacts that gain value over time through refinement and reuse across projects.
12 chapters in this module
- Defining compounding in service management
- The lifecycle of a reusable artefact
- Mapping ISO 20000 clauses to asset types
- Versioning without bloat
- Ownership vs stewardship models
- Integrating feedback loops
- Case example: incident management template evolution
- Avoiding over-documentation traps
- Naming conventions for discoverability
- Storage architecture for scalability
- Linking artefacts to client outcomes
- Measuring reuse frequency
Module 2. Service Level Agreement Blueprinting
Design SLAs that are both compliant and reusable, with modular components that adapt across industries and client sizes.
12 chapters in this module
- Core SLA elements under ISO 20000
- Modular service targets design
- Negotiation guardrails embedded in templates
- Automatable vs human-reviewed sections
- Client-specific configuration layers
- Version control for SLA updates
- Benchmarking performance thresholds
- Linking SLAs to incident workflows
- Penalty clause libraries
- Reporting-ready structure
- Change approval integration
- Cross-reference with KPIs
Module 3. Incident Management Process Templates
Develop standardized incident workflows that comply with ISO 20000 and accelerate resolution times across clients.
12 chapters in this module
- ISO 20000 incident control requirements
- Tiered response playbooks
- Automation trigger points
- Escalation path design
- Integration with monitoring tools
- Post-mortem report templates
- Root cause categorization
- SLA breach documentation
- Customer communication scripts
- Knowledge base linking
- Duration benchmark tracking
- Recurring pattern detection
Module 4. Change Advisory Board Workflows
Create reusable CAB structures and approval processes that maintain compliance and speed through standardization.
12 chapters in this module
- Change classification frameworks
- Risk-based approval thresholds
- Standard change libraries
- Emergency change protocols
- CAB meeting cadence models
- Attendee role definitions
- Change record templates
- Backout plan requirements
- Post-implementation review checklists
- Integration with release management
- Change success metrics
- Automated change validation
Module 5. Problem Management Documentation
Turn reactive problem responses into proactive, repeatable assets that prevent recurrence across engagements.
12 chapters in this module
- Problem vs incident distinction
- Trend analysis frameworks
- Known error database setup
- Root cause analysis templates
- Permanent fix tracking
- Workaround documentation standards
- Linking to change management
- Problem prioritization models
- Escalation to vendor processes
- Reporting on problem lifecycle
- Integration with knowledge management
- Service impact scoring
Module 6. Configuration Management Databases
Design CMDB architectures that support ISO 20000 compliance and scale across clients with minimal customization.
12 chapters in this module
- CMDB scope definition
- CI classification schemes
- Relationship mapping standards
- Ownership assignment models
- Automated discovery integration
- CI lifecycle states
- Audit trail requirements
- Version comparison tools
- Client-specific configuration layers
- Reconciliation frequency
- Data accuracy metrics
- Integration with incident management
Module 7. Service Catalog Development
Build modular, client-ready service catalogs that comply with ISO 20000 and serve as reusable sales and delivery tools.
12 chapters in this module
- Service catalog structure
- Service description standards
- Pricing model integration
- Access control rules
- Change management linkage
- Customer-facing vs internal views
- Version history tracking
- Approval workflows
- Integration with service portfolio
- Localization requirements
- Usage analytics setup
- Client customization layers
Module 8. Internal Audit Preparation Kits
Assemble audit-ready packages that reduce preparation time and increase consistency across ISO 20000 assessments.
12 chapters in this module
- Audit scope mapping
- Evidence collection checklists
- Interview preparation guides
- Non-conformance tracking
- Corrective action templates
- Audit schedule coordination
- Remote audit readiness
- Stakeholder communication plans
- Document version verification
- Gap analysis frameworks
- Pre-audit rehearsal steps
- Post-audit follow-up workflows
Module 9. Vendor Management Playbooks
Standardize third-party oversight processes that comply with ISO 20000 and reduce risk across client environments.
12 chapters in this module
- Vendor classification
- Contractual requirement libraries
- Performance monitoring templates
- Audit rights documentation
- Onboarding checklists
- Offboarding procedures
- Risk rating systems
- Compliance verification workflows
- Escalation protocols
- Service credit claim templates
- Renewal readiness kits
- Multi-vendor coordination
Module 10. Knowledge Management Systems
Develop reusable knowledge assets that improve incident resolution and reduce dependency on tribal knowledge.
12 chapters in this module
- Article type taxonomy
- Ownership models
- Review cycles
- Search optimization
- Integration with service desk tools
- User feedback loops
- Version control
- Retirement criteria
- Multilingual support
- Security classification
- Usage analytics
- Continuous improvement triggers
Module 11. Service Improvement Plans
Create standardized plans that drive measurable gains and demonstrate value beyond compliance.
12 chapters in this module
- Baseline measurement
- KPI selection frameworks
- Target setting methodologies
- Action plan templates
- Responsibility assignment
- Timeline development
- Resource planning
- Progress reporting
- Client communication
- Success validation
- Lessons learned capture
- Template adaptation
Module 12. Scaling Through Asset Reuse
Maximize return on artefact investment by institutionalizing reuse across teams, geographies, and service lines.
12 chapters in this module
- Adoption incentive design
- Centralized repository models
- Local adaptation guardrails
- Training new users
- Feedback collection
- Continuous refinement
- Metrics for reuse success
- Cross-team collaboration
- Leadership reporting
- Client-specific branding
- Licensing considerations
- Long-term maintenance
How this maps to your situation
- Preparing for ISO 20000 audit
- Onboarding new client into managed services
- Standardizing service delivery across regions
- Reducing time-to-value for new engagements
Before vs. after
Before
Starting from scratch on each engagement, reinventing processes and documentation without a shared asset base.
After
Leveraging a growing library of proven ISO 20000 artefacts that reduce setup time and increase delivery consistency.
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 over 12 weeks with practical application between modules.
If nothing changes
Continuing to rebuild foundational materials for every engagement leads to mounting inefficiency, inconsistent client outcomes, and missed opportunities to scale expertise.
How this compares to the alternatives
Unlike generic ISO 20000 training, this program focuses on creating reusable, compounding assets rather than passing an exam or understanding theory.
Frequently asked
What makes this different from standard ISO 20000 training?
It focuses on building reusable, field-tested artefacts that compound in value across engagements, not just understanding the standard.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive templates I can use immediately?
Yes, every module includes downloadable, customizable templates based on real-world ISO 20000 implementations.
$199 one-time. Approximately 3 hours per module, designed for completion over 12 weeks with practical application between modules..
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