A tailored course, built for your situation
Repeatable artefacts that compound across ISO 20000 engagements
Build a self-reinforcing library of service delivery assets that accelerate every new project
$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 infrastructure architect who leads service design and documentation under ISO 20000 frameworks, working across regulated client environments with repeatable delivery needs.
Who this is not for
Entry-level consultants who don't own framework outputs, practitioners focused solely on non-ISO delivery models, or those without recurring engagement responsibilities.
What you walk away with
- Reusable service design templates tailored to ISO 20000 control sets
- A personal repository of vetted process descriptions for rapid reuse
- Faster audit readiness through proven, compounding documentation
- Reduced rework across client transitions using modular control mappings
- Strategic leverage via ownership of institutional knowledge assets
The 12 modules (with all 144 chapters)
Module 1. Foundations of compounding service design
Establish the mindset and mechanics of building assets that gain value over time through reuse under ISO 20000.
12 chapters in this module
- Defining compounding work in service delivery
- Mapping your existing artefacts to reuse potential
- Identifying high-leverage ISO 20000 control areas
- The lifecycle of a reusable template
- Tracking asset velocity across engagements
- Avoiding over-engineering traps
- Versioning without bloat
- Ownership models for team-shared assets
- Documenting assumptions for reuse
- Benchmarking reuse across practitioners
- Setting reuse maturity goals
- Integrating feedback from past projects
Module 2. Inventory and audit of current assets
Catalog what you already have and assess its potential for repurposing in future ISO 20000 projects.
12 chapters in this module
- Gathering process documentation
- Classifying by reuse category
- Assessing completeness for audit context
- Rating clarity for peer adoption
- Identifying gaps in control alignment
- Extracting modular components
- Tagging by service type and client profile
- Mapping to ISO 20000 clauses
- Prioritizing high-impact artefacts
- Estimating time saved per reuse
- Validating with peer inputs
- Creating a personal asset ledger
Module 3. Designing modular templates
Learn how to break down service designs into reusable, interchangeable components aligned to ISO 20000 requirements.
12 chapters in this module
- Modular vs monolithic design
- Template anatomy under ISO 20000
- Building plug-and-play sections
- Placeholder logic for client-specifics
- Control mapping annotations
- Formatting for quick scanning
- Maintaining version integrity
- Cross-referencing related processes
- Embedding decision rationales
- Scaling template complexity
- Testing readability with juniors
- Packaging for handoff
Module 4. Reusable incident management frameworks
Develop standard incident response structures that maintain compliance and adapt to client environments.
12 chapters in this module
- Baseline incident workflow
- ISO 20000 control integration
- Common escalation paths
- SLA tracking mechanisms
- Reporting templates
- Post-mortem documentation
- Automation triggers
- Integration with monitoring tools
- Client-specific customization layers
- Audit trail design
- Retention policy alignment
- Lessons learned integration
Module 5. Service level agreement blueprints
Create adaptable SLA structures that retain compliance integrity while supporting client negotiation speed.
12 chapters in this module
- Core SLA components
- Standard metrics by service type
- Threshold definitions
- Reporting frequency options
- Penalty clause templates
- Review cycle frameworks
- Client-specific annex logic
- Alignment with ISO 20000 Annex A
- Negotiation guardrails
- Version control for amendments
- Integration with contract lifecycle
- Audit readiness checks
Module 6. Change management playbook design
Build reusable change workflows that satisfy ISO 20000 while accelerating client onboarding.
12 chapters in this module
- Standard change types
- Approval hierarchy templates
- Risk assessment matrices
- Backout procedure structure
- Communication plan modules
- Change advisory board inputs
- Documentation requirements
- Integration with incident records
- Post-implementation review
- Compliance evidence capture
- Client-specific overrides
- Change velocity tracking
Module 7. Configuration management templates
Develop CMDB frameworks that maintain accuracy and support repeatable audits.
12 chapters in this module
- CI classification schemes
- Ownership assignment models
- Discovery integration points
- Relationship mapping methods
- Baseline definition structures
- Audit trail requirements
- Version control for CIs
- Decommissioning workflows
- Integration with change process
- Reporting templates
- Access control design
- Reconciliation frequency
Module 8. Problem management structures
Establish repeatable problem identification and resolution processes aligned to ISO 20000.
12 chapters in this module
- Problem identification triggers
- Root cause analysis formats
- Known error database design
- Workaround documentation
- Permanent fix tracking
- Trend analysis methods
- Integration with change process
- Reporting to service review
- Linking to incident records
- Client communication modules
- Audit evidence packaging
- Lessons learned updates
Module 9. Release and deployment planning
Create standardized release workflows that ensure compliance and reduce deployment risk.
12 chapters in this module
- Release types and cadence
- Build environment design
- Test validation templates
- Staging checklist modules
- Backout plan requirements
- Communication templates
- Rollback criteria
- Post-release review structure
- Integration with change process
- Client-specific packaging
- Compliance evidence capture
- Lessons learned capture
Module 10. Service reporting frameworks
Develop reusable dashboards and reports that demonstrate service value and compliance.
12 chapters in this module
- KPI selection by service type
- Reporting frequency design
- Dashboard layout principles
- Data source integration
- Client-specific customization
- Trend analysis components
- Exception reporting logic
- Executive summary templates
- Integration with SLA tracking
- Audit evidence alignment
- Automated data pull design
- Version control for reports
Module 11. Knowledge transfer packages
Build documentation sets that preserve institutional knowledge and accelerate team onboarding.
12 chapters in this module
- Core knowledge components
- Audience-specific tailoring
- Onboarding checklist modules
- Troubleshooting guides
- Escalation path documentation
- Client-specific nuances
- Searchability design
- Review and update cycles
- Integration with service design
- Ownership transfer frameworks
- Feedback collection
- Version control
Module 12. Building your compounding practice
Establish the routines and ownership models that make asset reuse a default operating state.
12 chapters in this module
- Daily reuse habits
- Asset maintenance cycles
- Storage and access protocols
- Sharing vs ownership balance
- Credit tracking models
- Feedback integration loops
- Measuring compounding returns
- Presenting library value
- Succession planning
- Integration with performance goals
- Long-term evolution planning
- Teaching reuse to teams
How this maps to your situation
- When scoping a new client engagement
- During post-project knowledge capture
- Before audit initiation
- After a failed change implementation
Before vs. after
Before
Starting from scratch on each project, repeating documentation efforts, and losing institutional knowledge.
After
Accelerating delivery using a growing library of proven, reusable ISO 20000 assets.
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: 6-8 hours to complete core modules, with lifetime access for reference and reuse.
If nothing changes
Continuing to rebuild what already exists, missing the opportunity to turn individual work into lasting leverage.
How this compares to the alternatives
Generic ISO 20000 training teaches compliance checklists. This course teaches how to make each deliverable strengthen the next, turning compliance work into strategic leverage.
Frequently asked
Is this course focused on ISO 20000 only?
Yes, all content is specifically tailored to building reusable assets within ISO 20000 service management frameworks.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I own the templates I create?
Yes, all templates and artefacts you build during the course are yours to keep, adapt, and reuse in future engagements.
$199 one-time. 6-8 hours to complete core modules, with lifetime access for reference and reuse..
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