A tailored course, built for your situation
Repeatable artefacts that compound across ISO 20000 engagements
Build a living library of implementation assets that accelerate every new engagement
$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 Solution Architect working in IT service delivery, focused on ISO 20000 implementation and audit readiness across client engagements
Who this is not for
Junior consultants looking for entry-level compliance training or practitioners outside the IT service management domain
What you walk away with
- A structured, reusable playbook for ISO 20000 service design that evolves with each engagement
- Templates for service level agreements, incident management workflows, and service transition plans that improve with reuse
- A documented repository of control mappings that accelerate audit preparation by up to 60%
- Sharper client presentations with proven, field-tested examples from past deliveries
- Increased leverage in engagements by reducing reinvention and scaling proven solutions
The 12 modules (with all 144 chapters)
Module 1. Foundations of compounding in service management
Understand how reusable artefacts create long-term leverage in ISO 20000 delivery. Learn to identify high-leverage components from early engagements.
12 chapters in this module
- The compounding mindset
- From one-off to reusable
- Core components of ISO 20000 artefacts
- Client context patterns
- Asset lifecycle planning
- Versioning discipline
- Naming conventions
- Capture timing
- Stakeholder feedback loops
- Audit alignment
- Change resilience
- Handover readiness
Module 2. Building the first service design blueprint
Create a modular, client-agnostic service design document that can be adapted across sectors and scaled across teams.
12 chapters in this module
- Scope definition
- Service catalog structure
- Process ownership mapping
- SLA framework design
- KPI baseline setting
- Risk register integration
- Stakeholder onboarding flow
- Change control integration
- Toolchain alignment
- Version control setup
- Review cycle cadence
- Client-specific overrides
Module 3. Incident management workflow library
Develop a tiered incident response model with reusable workflows, escalation paths, and resolution benchmarks.
12 chapters in this module
- Incident categorisation
- Priority matrix design
- Response time benchmarks
- Automation triggers
- Cross-team coordination
- Resolution tracking
- Post-mortem templates
- Knowledge base integration
- Vendor escalation paths
- Compliance audit trails
- Service restoration steps
- Client communication templates
Module 4. Service transition playbooks
Standardise handovers between design and operation with repeatable checklists, validation steps, and stakeholder sign-offs.
12 chapters in this module
- Transition scope definition
- Readiness assessment
- Test environment setup
- Data migration planning
- User acceptance criteria
- Training delivery plan
- Rollback procedures
- Go-live checklist
- Stakeholder sign-off
- Performance baseline
- Post-launch review
- Lessons captured
Module 5. Control mapping repository
Assemble a living library of ISO 20000 control mappings with implementation examples and audit annotations.
12 chapters in this module
- Control-to-process mapping
- Evidence requirements
- Implementation examples
- Audit annotations
- Gap tracking
- Remediation workflows
- Version alignment
- Cross-reference indexing
- Third-party attestations
- Internal review triggers
- External auditor prep
- Continuous improvement loop
Module 6. Service level agreement templates
Develop adaptive SLA templates with embedded compliance clauses, performance penalties, and escalation paths.
12 chapters in this module
- Service window definition
- Uptime benchmarks
- Response time tiers
- Penalty clauses
- Reporting frequency
- Review meetings
- Amendment process
- Compliance linkage
- Client-specific exceptions
- Renewal triggers
- Performance dashboard integration
- Dispute resolution path
Module 7. Knowledge transfer frameworks
Design repeatable knowledge transfer processes for teams and clients, reducing onboarding time and errors.
12 chapters in this module
- Onboarding checklist
- Role-based training
- Documentation accessibility
- Shadowing plan
- Competency assessment
- Feedback mechanism
- Update notification
- Version history
- Client training pack
- Internal team handover
- External team integration
- Retention strategy
Module 8. Audit preparation accelerator
Build a self-updating audit readiness pack with pre-populated evidence, commentary, and response workflows.
12 chapters in this module
- Audit scope mapping
- Evidence library
- Question repository
- Response workflows
- Draft commentary
- Stakeholder input
- Review cycle
- Gap tracking
- Compliance status
- Remediation logging
- External auditor interface
- Follow-up tracking
Module 9. Client-specific adaptation patterns
Learn how to preserve core reusability while adapting artefacts to financial, healthcare, or public sector contexts.
12 chapters in this module
- Regulatory overlay
- Industry-specific risks
- Client culture fit
- Customisation boundaries
- Governance alignment
- Reporting needs
- Stakeholder expectations
- Change tolerance
- Legacy integration
- Vendor constraints
- Budget sensitivity
- Timeline flexibility
Module 10. Version control and evolution
Implement discipline around artefact updates, ensuring consistency while allowing innovation.
12 chapters in this module
- Change request process
- Version numbering
- Approval workflow
- Backward compatibility
- Deprecation policy
- User notifications
- Impact assessment
- Rollout plan
- Feedback incorporation
- Audit trail
- Training updates
- Repository maintenance
Module 11. Scaling across delivery teams
Enable multiple teams to use and contribute to the same asset library while maintaining quality and compliance.
12 chapters in this module
- Access control
- Contribution guidelines
- Quality review
- Version governance
- Team onboarding
- Usage tracking
- Feedback aggregation
- Performance metrics
- Cross-team collaboration
- Conflict resolution
- Central oversight
- Local adaptation
Module 12. Long-term compounding strategy
Design a personal and organisational strategy to sustain asset growth over years.
12 chapters in this module
- Asset valuation
- Retention policy
- Succession planning
- Leadership visibility
- Internal advocacy
- External recognition
- Thought leadership
- Publication strategy
- Community contribution
- Vendor collaboration
- Standards influence
- Legacy creation
How this maps to your situation
- When starting a new ISO 20000 engagement
- After first audit feedback
- Before client sign-off
- During team transition
Before vs. after
Before
Each engagement starts from scratch or with outdated templates, slowing delivery and increasing risk of inconsistency.
After
Every project builds on a growing library of proven, compliant artefacts, cutting delivery time and elevating quality.
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 3-4 hours per week over 12 weeks, with just-in-time access to templates and playbooks for immediate use in active engagements.
If nothing changes
Without a system for reusability, every engagement repeats the same foundational work, limiting leverage and long-term career impact.
How this compares to the alternatives
Unlike generic ISO 20000 training, this course focuses on building reusable, client-ready artefacts that compound in value across your career , not just passing an exam or checking a compliance box.
Frequently asked
Who is this course for?
Senior Solution Architects and service delivery leads responsible for implementing and auditing ISO 20000 across client engagements.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
What do I get from this course?
A personal library of reusable, compliant artefacts , including playbooks, templates, and control mappings , that grow more valuable with every project you deliver.
$199 one-time. Approximately 3-4 hours per week over 12 weeks, with just-in-time access to templates and playbooks for immediate use in active engagements..
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