A tailored course, built for your situation
Expanded decision authority in service management frameworks with ISO 20000
Earn broader remit in service delivery governance through mastery of ISO 20000 integration and alignment
$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 alliance or partnership leader in a global systems integrator or managed services provider, responsible for cross-vendor coordination and service delivery consistency
Who this is not for
Individuals focused solely on internal IT operations without external partner governance responsibilities
What you walk away with
- Ownership of service delivery design decisions across multi-vendor engagements
- Authority to approve or adjust SLAs under ISO 20000-aligned frameworks
- Ability to lead internal certification readiness efforts without external consultants
- Direct influence over partner onboarding and performance governance
- Central role in shaping service continuity and incident response protocols
The 12 modules (with all 144 chapters)
Module 1. Positioning ISO 20000 as a strategic alliance tool
Reframe ISO 20000 from compliance standard to leverage point in partner negotiations and service governance. Learn how to position it as a competitive differentiator in joint offerings.
12 chapters in this module
- Strategic value of service standards in alliances
- ISO 20000 vs ITIL in global delivery models
- Mapping ISO 20000 to client-facing SLAs
- Leveraging certification in partner tiering
- Integrating ISO 20000 into MoUs
- Building credibility with procurement teams
- Positioning during RFP responses
- Benchmarking partner maturity levels
- Using ISO 20000 in co-innovation discussions
- Aligning with joint GTM roadmaps
- Tracking adoption across geographies
- Measuring client satisfaction impact
Module 2. Establishing authority over service definitions
Take control of service catalog governance and SLA design by mastering the ISO 20000 service specification requirements. Own the definitions that shape delivery expectations.
12 chapters in this module
- Service catalog ownership models
- Defining service scope boundaries
- SLA vs OLA distinctions
- Response time banding strategies
- Escalation path documentation
- Inclusion of self-service tiers
- Change freeze window policies
- Defining criticality levels
- Service level measurement logic
- Penalty clause design principles
- Credit issuance workflows
- Client review cycle integration
Module 3. Leading vendor onboarding under ISO 20000
Own the end-to-end process for bringing new partners into your service ecosystem using ISO 20000’s supplier management clause. Set the bar for entry and compliance.
12 chapters in this module
- Vendor pre-qualification checklist
- Documentation review protocols
- Gap assessment methodology
- Remediation timeline setting
- Audit trail requirements
- Cybersecurity posture verification
- Personnel training validation
- Service continuity planning
- Incident response alignment
- Performance reporting standards
- Compliance monitoring rhythm
- Exit strategy documentation
Module 4. Designing service continuity frameworks
Architect resilient service delivery models using ISO 20000’s continuity requirements. Become the go-to owner for maintaining operations during disruptions.
12 chapters in this module
- Business impact analysis execution
- Recovery time objective setting
- Failover protocol design
- Cross-region redundancy planning
- Crisis communication templates
- Stakeholder notification trees
- Simulation exercise design
- Post-event review cadence
- Dependency mapping methods
- External partner coordination
- Regulatory reporting triggers
- Insurance claim alignment
Module 5. Managing incident response governance
Define the rules and roles for handling service incidents across partner ecosystems. Own the process from detection to resolution.
12 chapters in this module
- Incident classification taxonomy
- Severity level definitions
- Initial response time bands
- Cross-vendor coordination rules
- Client communication protocol
- War room activation criteria
- Resolution ownership tracking
- Post-mortem facilitation
- Root cause analysis standards
- Preventive action logging
- Knowledge base article creation
- Trend analysis reporting
Module 6. Governance of service level reporting
Take ownership of the metrics that matter, design, validate, and present service performance data across the alliance network.
12 chapters in this module
- KPI selection framework
- Data source validation
- Automated reporting logic
- Dashboard design principles
- Client-facing summary formats
- Executive summary templates
- Variance explanation protocols
- Target adjustment rationale
- Historical trend analysis
- Benchmarking against peers
- Service credit validation
- Remediation plan tracking
Module 7. Driving continuous service improvement
Lead the feedback loop that enhances service quality across the partner ecosystem using ISO 20000’s continual improvement mandate.
12 chapters in this module
- Feedback collection mechanisms
- Customer satisfaction survey design
- Partner performance reviews
- Lessons learned integration
- Improvement initiative prioritization
- ROI estimation for changes
- Stakeholder buy-in tactics
- Change implementation tracking
- Success metric definition
- Knowledge transfer planning
- Training update cycles
- Certification audit alignment
Module 8. Integrating ISO 20000 with partner ecosystems
Extend the reach of your governance by aligning external partners with ISO 20000 principles, even if they are not formally certified.
12 chapters in this module
- Partner maturity assessment
- Gap analysis facilitation
- Remediation support models
- Joint certification pathways
- Co-auditing arrangements
- Cross-certification recognition
- Training material sharing
- Audit readiness collaboration
- Performance benchmarking
- Recognition for compliance
- Incentive structure design
- Partnership agreement alignment
Module 9. Leading internal certification efforts
Own the journey to ISO 20000 certification within your domain without relying on external consultants. Build internal capability and credibility.
12 chapters in this module
- Readiness assessment design
- Documentation gap analysis
- Policy drafting standards
- Internal audit preparation
- Stage 1 audit simulation
- Stage 2 audit readiness
- Corrective action tracking
- Certification body selection
- Audit scheduling coordination
- Post-certification maintenance
- Surveillance audit prep
- Re-certification planning
Module 10. Expanding influence through cross-functional alignment
Use ISO 20000 as a bridge to other functions, security, legal, procurement, to increase your role in organizational decisions.
12 chapters in this module
- Engaging legal on contract terms
- Aligning with cybersecurity teams
- Procurement collaboration models
- Finance team reporting needs
- HR alignment on roles
- Training department coordination
- Marketing alignment on claims
- Sales enablement integration
- Client success partnership
- Innovation team linkage
- Regulatory affairs coordination
- Executive communication rhythm
Module 11. Building internal recognition as the service authority
Establish yourself as the internal reference for all things service management through structured knowledge sharing and visible ownership.
12 chapters in this module
- Internal workshop design
- Template library creation
- Playbook documentation
- Mentorship program setup
- Cross-team office hours
- Knowledge base curation
- Success story compilation
- Lessons learned sharing
- Internal blog posting
- Presentation at town halls
- Recognition program nomination
- Leadership visibility planning
Module 12. Sustaining expanded remit over time
Ensure your expanded mandate becomes permanent by institutionalizing practices, documentation, and stakeholder expectations.
12 chapters in this module
- Succession planning
- Documentation handover
- Policy institutionalization
- Governance committee setup
- Ongoing training design
- Audit trail preservation
- Stakeholder expectation management
- Role boundary definition
- Influence mapping updates
- Strategic initiative integration
- Budget ownership justification
- Long-term roadmap alignment
How this maps to your situation
- Partner onboarding requiring standardized service definitions
- Client escalations due to inconsistent service delivery
- Internal push to reduce reliance on external consultants
- Expansion of alliance team’s influence into service governance
Before vs. after
Before
Service delivery decisions distributed across teams, frequent partner misalignment, reactive incident response, limited influence over SLAs and certifications
After
Centralized authority over service definitions, proactive governance model, recognized as go-to leader for ISO 20000 alignment, expanded decision rights in current role
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 45 minutes per module, designed for completion over 8-12 weeks with flexible pacing
If nothing changes
Continued reliance on fragmented vendor approaches, missed opportunities to lead certification efforts, and slower response to client escalations due to unclear accountability
How this compares to the alternatives
Unlike generic ISO 20000 training, this course focuses specifically on expanding decision authority within alliance leadership roles, not just passing certification exams. It provides actionable playbooks for influencing partner behavior and shaping service governance, not just theoretical knowledge.
Frequently asked
Who is this course designed for?
Senior alliance, partnership, or vendor management leaders in global services organizations who want to expand their decision-making authority in service delivery governance.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this course cover other frameworks like ITIL or COBIT?
It references them contextually but focuses on practical application of ISO 20000 as a tool for expanding mandate in current roles.
$199 one-time. Approximately 45 minutes per module, designed for completion over 8-12 weeks with flexible pacing.
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