A tailored course, built for your situation
Broader service ownership with ISO 20000
A tailored course to expand your governance remit within the firm Engineering
$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
Engineering Manager leading cross-functional delivery and service governance, seeking to formalize and scale their scope using ISO 20000
Who this is not for
Individuals looking for technical implementation guides or entry-level ITIL training
What you walk away with
- Direct ownership of service lifecycle decisions across multiple engineering teams
- Authority to set service standards using ISO 20000 within the current role
- First assignment on cross-domain service integration initiatives
- Standardized service reporting frameworks adopted org-wide
- Recognition as the internal authority on service management compliance
The 12 modules (with all 144 chapters)
Module 1. Service Management Evolution
Trace the shift from siloed delivery to unified service ownership and how ISO 20000 enables engineering leads to expand their scope.
12 chapters in this module
- Rise of integrated engineering teams
- Compliance as a leadership lever
- Service ownership vs delivery focus
- ISO 20000 as a scope amplifier
- Leadership visibility pathways
- Mapping current influence zones
- Identifying expansion opportunities
- Stakeholder alignment patterns
- Standardization as leverage
- Baseline maturity assessment
- Governance breadth metrics
- Ownership escalation paths
Module 2. ISO 20000 Framework Fluency
Build command of the standard to speak confidently in cross-functional forums and lead adoption.
12 chapters in this module
- Core clauses deep dive
- Service lifecycle mapping
- Process ownership clarity
- Documentation hierarchy
- Policy to practice flow
- Control integration points
- Audit readiness structure
- Compliance evidence design
- Versioning discipline
- Stakeholder input channels
- Update cadence planning
- Gap analysis framework
Module 3. Governance Expansion Pathways
Identify where to extend influence using existing authority and ISO 20000 as a foundation.
12 chapters in this module
- Adjacent team integration
- Shared service models
- Cross-domain standards
- Influence without authority
- Service boundary definition
- Handoff protocol ownership
- Escalation path design
- Joint governance models
- Metrics alignment
- Reporting convergence
- Budget linkage strategies
- Vendor management roles
Module 4. Service Portfolio Architecture
Structure your expanded remit with clear service lines and ownership zones.
12 chapters in this module
- Service catalog design
- Lifecycle stage definitions
- Ownership matrices
- Dependency mapping
- Change control integration
- Incident ownership rules
- SLA structure patterns
- Capacity planning inputs
- Risk register linkage
- Performance dashboards
- Stakeholder review cycles
- Continuous improvement loops
Module 5. Standardization Playbook Development
Create reusable artefacts that scale your approach across teams and initiatives.
12 chapters in this module
- Template library design
- Approval workflow patterns
- Documentation consistency
- Onboarding accelerators
- Audit package automation
- Version control strategy
- Change propagation rules
- Stakeholder briefing kits
- Training material sets
- Gap tracking system
- Remediation playbooks
- Lessons learned integration
Module 6. Cross-Functional Influence Mechanics
Lead adoption without direct authority using ISO 20000 as a neutral framework.
12 chapters in this module
- Credibility positioning
- Data-driven proposals
- Pilot program design
- Champion networks
- Executive briefing structure
- Peer alignment tactics
- Feedback integration
- Conflict resolution paths
- Win-win framing
- Change resistance mapping
- Incentive alignment
- Long-term engagement
Module 7. Service Integration Governance
Own the integration of new capabilities into the service framework.
12 chapters in this module
- Onboarding checklists
- Compliance validation
- Risk assessment integration
- Architecture review gates
- Vendor service inclusion
- Third-party audit rights
- Contractual alignment
- Transition planning
- Knowledge transfer rules
- Performance baselining
- Post-integration reviews
- Decommissioning protocols
Module 8. Audit Lifecycle Ownership
Lead internal and external audits as the central authority on service compliance.
12 chapters in this module
- Audit scope definition
- Evidence collection system
- Pre-audit briefing structure
- Deficiency tracking
- Remediation ownership
- Findings response drafting
- Follow-up cadence
- Stakeholder notifications
- Report finalization
- Improvement linkage
- Trend analysis
- Audit history management
Module 9. Leadership Communication Alignment
Frame service governance wins in terms that resonate with senior engineering leadership.
12 chapters in this module
- Value narrative design
- Risk reduction framing
- Efficiency gain quantification
- Visibility expansion
- Strategic alignment
- Initiative prioritization
- Resource justification
- Cross-org collaboration
- Goal linkage
- Progress reporting
- Budget narrative
- Roadmap integration
Module 10. Continuous Service Improvement
Embed feedback loops that sustain and expand your governance scope.
12 chapters in this module
- Performance metric selection
- Trend identification
- Improvement pipeline
- Stakeholder input integration
- Root cause analysis
- Change approval paths
- Impact assessment
- Pilot evaluation
- Scaling decisions
- Resource planning
- Timeline development
- Success measurement
Module 11. Change Control Leadership
Own the change review process across engineering teams using ISO 20000 principles.
12 chapters in this module
- Change categorization
- Risk assessment framework
- Approval delegation
- Emergency path rules
- Backout planning
- Stakeholder notification
- Documentation standards
- Post-implementation review
- Success criteria
- Incident linkage
- Learning capture
- Policy updates
Module 12. Governance Sustainability
Ensure your expanded role endures beyond initial rollout through documentation and culture.
12 chapters in this module
- Knowledge retention
- Succession planning
- Training pipelines
- Culture alignment
- Leadership buy-in
- Feedback mechanisms
- Adaptation planning
- Framework evolution
- Lessons archive
- External benchmarking
- Trend monitoring
- Stakeholder evolution
How this maps to your situation
- Leading service improvement across teams
- Expanding governance influence without org change
- Driving ISO 20000 adoption in engineering
- Owning service lifecycle decisions
Before vs. after
Before
Service governance spread across teams with inconsistent standards and limited ownership
After
Unified service ownership under a single framework with clear accountability and expansion pathways
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: 30-40 hours total, designed to be completed in parallel with active projects.
How this compares to the alternatives
Unlike generic compliance courses, this is tailored to engineering managers expanding their governance scope using ISO 20000, with specific playbooks for cross-functional leadership without org changes.
Frequently asked
Who is this course for?
Engineering managers and senior practitioners leading service governance who want to expand their scope using ISO 20000.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me lead beyond my current team?
Yes. The course is designed to equip you with frameworks to extend governance influence to adjacent domains using ISO 20000.
$199 one-time. 30-40 hours total, designed to be completed in parallel with active projects..
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