A tailored course, built for your situation
Sources and specific examples on hand when peers push back
Build defensible AI governance decisions with ISO 20000-aligned reasoning
$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 AI project lead navigating cross-functional alignment in regulated service delivery environments
Who this is not for
Those looking for introductory AI concepts or generic compliance overviews
What you walk away with
- Reconstruct peer challenges with specific ISO 20000 control references on hand
- Explain AI service boundaries using precedent from real ISO 20000 implementations
- Map stakeholder concerns directly to service management clauses with sourcing
- Respond to pushback with narrative fluency, not just policy citations
- Build internal consensus faster by grounding decisions in widely accepted standards
The 12 modules (with all 144 chapters)
Module 1. Why defensibility beats consensus in AI governance
Establish the strategic value of reasoning over agreement in AI projects where trade-offs are inevitable and visibility is high.
12 chapters in this module
- Defining defensibility in practice
- Consensus versus justification
- The cost of reversible decisions
- When to stand your ground
- Stakeholder types and pressure points
- The role of standards in shielding judgment
- Real example: Scope change pushback
- Real example: Timeline compression request
- Real example: Vendor lock-in debate
- How ISO 20000 supports reasoning
- Distinguishing compliance from credibility
- Building a personal library of precedents
Module 2. ISO 20000 structure and AI service boundaries
Map AI project components to ISO 20000 service management domains with precision and sourcing.
12 chapters in this module
- Service catalogue alignment
- Defining service scope in AI
- Incident management for AI models
- Problem escalation paths
- Change advisory for AI updates
- Configuration items in ML pipelines
- Release management rhythm
- SLAs for model performance
- OLA mapping for data pipelines
- Capacity planning for inference
- Availability targets for AI uptime
- Continuity planning for model drift
Module 3. Sourcing control decisions in AI projects
Anchor each design choice to a verifiable source in ISO 20000 or related implementation evidence.
12 chapters in this module
- Control clause 4.1 interpretation
- Applying 5.2 to AI governance
- Sourcing 6.3 decisions
- Citing 8.1 in sprint reviews
- Using 8.5.3 for model updates
- Referencing 9.1 in audits
- Mapping 9.2 to testing cycles
- Explaining 9.3 to engineering
- Aligning 10.1 to AI risk
- Justifying 10.2 controls
- Documenting 10.3 rationale
- Training team on clause fluency
Module 4. Reconstructing peer challenges with evidence
Anticipate and rehearse responses to common objections using actual conversation patterns and sourced rebuttals.
12 chapters in this module
- Pushback on audit scope
- Challenge to model validation depth
- Questioning change freeze timing
- Dispute over incident classification
- Objection to service catalog inclusion
- Resistance to CAB participation
- Doubt about performance metrics
- Skepticism about AI cost modeling
- Debate over model rollback triggers
- Pushback on training data controls
- Challenge to access reviews
- Questioning third-party model oversight
Module 5. Building narrative fluency across teams
Shape explanations so they land with engineering, compliance, and business stakeholders equally well.
12 chapters in this module
- Translating controls to engineers
- Simplifying for business leads
- Detail level for auditors
- Timing stakeholder comms
- Framing trade-offs clearly
- Using analogies effectively
- Avoiding jargon traps
- Narrative arc for reviews
- Opening with intent
- Closing with ownership
- Pacing for complex topics
- Rehearsing delivery
Module 6. Documenting defensible decisions
Create living artefacts that preserve reasoning and survive team changes.
12 chapters in this module
- Decision log structure
- Capturing context
- Linking to control clauses
- Versioning rationale
- Storing supporting evidence
- Tagging for retrieval
- Integrating with Jira
- Syncing with Confluence
- Exporting for audits
- Updating after reviews
- Archiving final decisions
- Training new members
Module 7. Applying ISO 20000 to Gen AI service design
Customize service management templates for generative AI use cases with fidelity to the standard.
12 chapters in this module
- Service request template for AI access
- Model intake workflow
- Approval chain design
- Risk-based tiering
- Usage policy drafting
- Monitoring baseline setup
- Model sunsetting plan
- Vendor oversight checklist
- Data lineage requirement
- Output validation method
- Feedback loop integration
- Compliance gate design
Module 8. Running defensible CAB meetings
Lead change advisory discussions where decisions are clear, recorded, and traceable.
12 chapters in this module
- Agenda framing for AI changes
- Pre-submission checklist
- Risk scoring model
- Stakeholder pre-brief
- Voting protocol
- Recording outcomes
- Publishing decisions
- Tracking implementation
- Follow-up audits
- Handling urgent changes
- Model rollback procedure
- Post-mortem integration
Module 9. Preparing for internal and external reviews
Enter audits and governance checks with confidence built on documentation and precedent.
12 chapters in this module
- Audit scope negotiation
- Evidence packet assembly
- Pre-review walkthrough
- Stakeholder alignment
- Response drafting
- Timeline management
- Escalation paths
- Defining exceptions
- Corrective action framing
- Follow-up tracking
- Lessons capture
- Process update cycle
Module 10. Scaling reasoning across engagements
Reuse templates, examples, and narratives across projects without losing specificity.
12 chapters in this module
- Template library setup
- Example tagging system
- Clause reference index
- Customization framework
- Client-specific adaptation
- Version control method
- Knowledge transfer plan
- Peer review process
- Quality assurance check
- Updating for new clauses
- Sharing across teams
- Governance integration
Module 11. Influencing without authority
Shape outcomes in cross-functional settings by leaning on standards, not hierarchy.
12 chapters in this module
- Credibility through consistency
- Building trust over time
- Using data to support claims
- Citing precedent effectively
- Framing recommendations
- Handling skepticism
- Collaborative documentation
- Shared ownership models
- Neutral facilitation
- Conflict de-escalation
- Outcome-focused dialogue
- Follow-through as leverage
Module 12. Maintaining fluency over time
Keep your knowledge sharp and up to date as standards and projects evolve.
12 chapters in this module
- Monthly review routine
- Change tracking method
- Update notification setup
- Internal knowledge sync
- External benchmarking
- Conference participation
- Peer network maintenance
- Reading list curation
- Tool stack updates
- Template refinement
- Mentorship opportunities
- Personal fluency audit
How this maps to your situation
- When a peer challenges your AI governance scope
- Before entering a CAB meeting for model deployment
- During audit preparation with tight deadlines
- After a leadership request to accelerate timelines
Before vs. after
Before
Reactive explanations, fragmented reasoning, and repeated debates when peers push back
After
Confident, sourced responses grounded in ISO 20000 with narrative fluency across teams
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 module, designed for steady progress over 6-8 weeks with immediate applicability.
How this compares to the alternatives
Unlike generic AI governance courses, this program focuses on defensible reasoning using ISO 20000, with specific examples and sourced decisions, making your judgment traceable, repeatable, and credible in high-stakes settings.
Frequently asked
Who is this course for?
AI project leads, governance specialists, and service managers who need to justify decisions under scrutiny using widely accepted standards.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Why ISO 20000 instead of other frameworks?
ISO 20000 provides the most direct linkage between AI service delivery and defensible operations, especially in global service organizations like the firm.
$199 one-time. Approximately 3-4 hours per module, designed for steady progress over 6-8 weeks with immediate applicability..
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