A tailored course, built for your situation
Deeper command of the ISO 20000 service lifecycle mapping
A 199 course tailored for a the firm SAP S4 HANA Lead with SAFe certification
$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 practitioner in enterprise IT service management, working at scale in global consultancies with exposure to compliance frameworks and transformation programs.
Who this is not for
Junior staff, entry-level auditors, or professionals without exposure to formal service management frameworks.
What you walk away with
- Complete ISO 20000 service lifecycle mappings in half the review time
- Produce audit-ready documentation trusted by internal and external assessors
- Lead cross-functional alignment on service transition decisions
- Reference real-world examples when challenged on control boundaries
- Become the internal go-to practitioner for ISO 20000 interpretation
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in modern IT environments
Build a working mental model of ISO 20000 principles as applied in cloud-integrated, agile-driven enterprises. Understand how it interacts with SAP environments and SAFe delivery rhythms.
12 chapters in this module
- Core intent of ISO 20000
- Scope boundaries in hybrid environments
- Linking service management to SAP operations
- SAFe alignment points
- Control vs agility tradeoffs
- Common misapplications to avoid
- Lifecycle phases defined
- Process ownership patterns
- Documentation depth rules
- Integration with COBIT
- Benchmarking against SOC 2
- Use cases from peer firms
Module 2. Service lifecycle mapping fundamentals
Learn to structure service lifecycle documentation that passes internal scrutiny and external audit. Start with end-to-end mapping templates used in top quartile engagements.
12 chapters in this module
- End-to-end lifecycle definition
- Event trigger identification
- Process boundary setting
- RACI for service transitions
- Document control points
- Change integration logic
- Incident linkage design
- Problem resolution pathing
- Known error tracking
- Release coordination spots
- Configuration item scope
- Baseline versioning
Module 3. Design and transition controls
Master control objectives for service design and transition. Apply templates from recent the firm-level engagements to compress design cycles.
12 chapters in this module
- Service catalog structuring
- SLA design logic
- Capacity planning hooks
- Availability modeling
- Security integration points
- Change advisory inputs
- Risk assessment alignment
- Stakeholder review cadence
- Design freeze criteria
- Handoff to operations
- Knowledge transfer checklist
- Transition sign-off
Module 4. Incident and problem management alignment
Align incident handling to ISO 20000 requirements without overburdening support teams. Use real examples from global SAP rollouts.
12 chapters in this module
- Incident classification schema
- Priority determination rules
- Escalation path design
- Major incident protocol
- Problem record linkage
- Root cause method choices
- Known error database use
- Workaround tracking
- Trend analysis inputs
- Service restoration metrics
- Communication templates
- Post-mortem integration
Module 5. Change enablement under ISO 20000
Structure change processes that meet compliance and delivery speed needs. Adapt templates to SAP and SAFe environments.
12 chapters in this module
- Change types classification
- Standard change criteria
- Normal change workflow
- Emergency change gates
- CAB composition models
- Change calendar use
- Backout planning
- Success metrics
- Compliance checks
- Automation triggers
- Change advisory roles
- Audit trail structure
Module 6. Configuration and asset control
Build CMDB and asset tracking processes that satisfy ISO 20000 while supporting SAP landscape tracking.
12 chapters in this module
- CI identification scope
- Attribute selection rules
- Relationship mapping
- CMDB integration methods
- Discovery tool alignment
- Version tracking
- Lifecycle state definitions
- Asset ownership rules
- License compliance hooks
- Decommissioning process
- Audit readiness checks
- Reporting templates
Module 7. Service level agreement structuring
Develop SLAs that are enforceable, measurable, and aligned to business outcomes in complex SAP environments.
12 chapters in this module
- Service scope definition
- KPI selection logic
- Target setting methods
- Reporting frequency rules
- Review cycle design
- Breach handling process
- Remediation steps
- Customer feedback loop
- Third-party SLA flowdown
- Performance dashboards
- Penalty clause awareness
- Renewal preparation
Module 8. Internal audit and readiness
Prepare for ISO 20000 audits with documentation that stands up under scrutiny. Use checklists and examples from recent assessments.
12 chapters in this module
- Audit scope planning
- Document sampling rules
- Interview preparation
- Control testing methods
- Evidence collection
- Non-conformance response
- Corrective action tracking
- Management review input
- Internal auditor selection
- Audit calendar planning
- Gap assessment tools
- Readiness scoring
Module 9. Continual improvement integration
Embed continual service improvement within ISO 20000 without overloading teams. Adapt CSI models to agile delivery rhythms.
12 chapters in this module
- CSI model stages
- Improvement idea capture
- Baseline measurement
- Target setting
- Implementation planning
- Benefit tracking
- KPI refinement
- Stakeholder engagement
- Review meeting structure
- Lessons learned capture
- Feedback integration
- Progress reporting
Module 10. Cross-functional coordination patterns
Lead alignment across IT, security, compliance, and operations using ISO 20000 as a unifying framework.
12 chapters in this module
- Stakeholder identification
- Communication protocols
- Meeting cadence design
- Decision rights mapping
- Escalation paths
- Conflict resolution
- Shared documentation
- Tool integration
- Process ownership clarity
- Accountability tracking
- Feedback loops
- Executive update prep
Module 11. Integration with COBIT and SOC 2
Leverage ISO 20000 as a foundation for broader governance frameworks. Understand overlap and differentiation points.
12 chapters in this module
- COBIT domain mapping
- Control alignment logic
- SOC 2 Type II overlap
- Attestation readiness
- Shared control templates
- Evidence reuse
- Audit overlap reduction
- Framework convergence
- Gap analysis tools
- Efficiency gains
- Reporting harmonization
- Team training
Module 12. Becoming the go-to ISO 20000 practitioner
Turn mastery into influence. Use artefacts, templates, and proven reasoning to become the internal reference for service management questions.
12 chapters in this module
- Developing internal reputation
- Sharing best practices
- Mentoring junior staff
- Presenting to leadership
- Writing internal guidance
- Responding to queries
- Building trust networks
- Cross-project influence
- Speaking at forums
- Creating reusable assets
- Documenting playbooks
- Establishing go-to status
How this maps to your situation
- When starting a new service management engagement
- Before an ISO 20000 audit cycle
- During SAP landscape transformation
- When aligning SAFe teams to service controls
Before vs. after
Before
Time spent reconciling service processes, responding to audit findings, and clarifying control ownership across teams.
After
Faster consensus on service mappings, trusted documentation, and recognition as the go-to practitioner for ISO 20000 questions.
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 60 minutes per module, designed for completion over 6-8 weeks with heavy integration into real-world work patterns.
If nothing changes
Continued reliance on ad-hoc service documentation increases review cycles, audit findings, and missed opportunities to lead in high-visibility transformation programs.
How this compares to the alternatives
Unlike generic ISO 20000 overviews, this course is built for practitioners in global firms who need to apply the standard in SAP-heavy, agile-driven environments. It focuses on artefacts, not abstractions, and delivers templates used in actual engagements.
Frequently asked
Is this course relevant for someone working with SAP S4 HANA?
Yes. The course includes specific mappings between SAP operational patterns and ISO 20000 control requirements, making it directly applicable to your role.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me become a reference for others internally?
Yes. Module 12 specifically focuses on building internal recognition and becoming the go-to practitioner through reusable artefacts and clear communication.
$199 one-time. Approximately 60 minutes per module, designed for completion over 6-8 weeks with heavy integration into real-world work patterns..
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