A tailored course, built for your situation
Influence across more business units with ISO 20000
Turn service management expertise into enterprise-wide impact
$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
Mid-level service management professional operating in a complex, multi-unit environment with growing influence responsibilities
Who this is not for
Entry-level technicians or executives seeking board-level summaries
What you walk away with
- Lead ISO 20000 adoption in non-IT departments using aligned service language
- Build cross-functional service blueprints that stick across regions
- Own the service continuity narrative in multi-team reviews
- Drive consistency in service definitions across cloud, support, and managed services
- Present unified service reports that leadership trusts across business units
The 12 modules (with all 144 chapters)
Module 1. Service scope alignment across business units
Define service boundaries that reflect enterprise-wide operations, not just IT. Use ISO 20000 to map in customer success, support, and managed services as co-owners.
12 chapters in this module
- Mapping service touchpoints by unit
- Identifying shared service pain points
- Defining joint ownership models
- Aligning service KPIs across functions
- Building cross-unit escalation paths
- Creating unified service calendars
- Documenting regional variations
- Integrating cloud operations workflows
- Standardizing incident definitions
- Linking service levels to customer tiers
- Validating scope with stakeholders
- Finalizing service boundary agreements
Module 2. Extending service definitions beyond IT
Adapt ISO 20000 service terminology for non-IT teams. Turn technical controls into shared business practices for consistent understanding.
12 chapters in this module
- Translating SLAs for non-technical units
- Reframing incident categories for clarity
- Mapping change processes to business needs
- Simplifying service reporting formats
- Introducing service continuity basics
- Building glossaries for cross-unit use
- Creating visual service models
- Linking service health to business outcomes
- Training non-IT leads on core terms
- Documenting service assumptions
- Reviewing definitions quarterly
- Updating language after mergers
Module 3. Cross-functional service design workshops
Run alignment sessions that bring cloud, support, and regional teams into shared service planning. Use ISO 20000 as the common reference.
12 chapters in this module
- Planning multi-team workshops
- Setting shared service goals
- Facilitating joint process mapping
- Capturing regional input fairly
- Aligning on service ownership
- Building consensus on priorities
- Documenting decisions transparently
- Following up on action items
- Measuring workshop effectiveness
- Scaling workshop formats
- Adapting for virtual settings
- Maintaining engagement post-workshop
Module 4. Building enterprise service consistency
Use ISO 20000 to reduce variation in how services are delivered across units. Focus on common pain points, not just policy compliance.
12 chapters in this module
- Auditing current service variance
- Identifying root causes of inconsistency
- Prioritizing alignment efforts
- Developing common service baselines
- Rolling out baseline standards
- Training teams on new norms
- Monitoring compliance gently
- Adjusting for regional needs
- Reporting on consistency gains
- Celebrating reduction in rework
- Extending standards to new units
- Updating baselines quarterly
Module 5. Service continuity planning across regions
Design continuity processes that work when one region goes down. Use ISO 20000 to structure handoffs and expectations.
12 chapters in this module
- Mapping regional dependencies
- Identifying single points of failure
- Defining backup service roles
- Creating regional failover plans
- Testing cross-region handoffs
- Documenting communication protocols
- Assigning primary contacts
- Updating plans after incidents
- Running quarterly readiness checks
- Integrating with cloud DR plans
- Measuring recovery time success
- Improving plans iteratively
Module 6. Unified service reporting frameworks
Build reports that leadership trusts across departments. Use ISO 20000 to structure data, not just present it.
12 chapters in this module
- Defining common service metrics
- Aligning on report frequency
- Choosing trusted data sources
- Designing clear dashboards
- Adding narrative context
- Standardizing incident summaries
- Including regional footnotes
- Protecting sensitive data
- Validating reports with teams
- Distributing securely
- Collecting leadership feedback
- Iterating on format
Module 7. Driving service improvement across silos
Lead improvement initiatives that cross department lines. Use ISO 20000 to justify changes that benefit the whole enterprise.
12 chapters in this module
- Identifying cross-silo pain points
- Building improvement business cases
- Gaining multi-team buy-in
- Running joint improvement sprints
- Measuring impact across units
- Documenting lessons learned
- Scaling successes
- Avoiding blame culture
- Recognizing contributors
- Updating ISO 20000 controls
- Sharing wins widely
- Sustaining momentum
Module 8. Vendor service integration with ISO 20000
Use ISO 20000 to align third-party vendors with internal service standards. Focus on clarity, not compliance alone.
12 chapters in this module
- Auditing vendor service delivery
- Mapping vendor roles to ISO 20000
- Identifying gaps in alignment
- Negotiating service improvements
- Defining shared reporting formats
- Integrating vendor data
- Managing vendor escalations
- Running joint reviews
- Tracking improvement commitments
- Updating contracts strategically
- Onboarding new vendors
- Measuring vendor contribution
Module 9. Service knowledge sharing across teams
Break down information silos with structured knowledge practices. Use ISO 20000 to define what must be shared.
12 chapters in this module
- Auditing existing knowledge bases
- Identifying critical knowledge gaps
- Defining required documentation
- Standardizing knowledge formats
- Assigning ownership roles
- Creating update workflows
- Building search-friendly content
- Training teams to contribute
- Validating accuracy regularly
- Linking knowledge to incidents
- Measuring usage and impact
- Improving over time
Module 10. Service automation standards across units
Define automation rules that work across departments. Use ISO 20000 to ensure safety, not just speed.
12 chapters in this module
- Auditing current automations
- Identifying automation risks
- Setting safety guardrails
- Defining approval workflows
- Documenting automation logic
- Testing across environments
- Deploying gradually
- Monitoring performance
- Handling automation failures
- Updating standards quarterly
- Sharing best practices
- Scaling proven automations
Module 11. Service audit preparation across functions
Lead enterprise-wide readiness for ISO 20000 audits. Focus on coordination, not just compliance.
12 chapters in this module
- Mapping audit scope across units
- Assigning preparation roles
- Building shared evidence libraries
- Running dry-run audits
- Identifying common gaps
- Tracking remediation progress
- Coordinating audit interviews
- Presenting unified findings
- Responding to auditor questions
- Documenting corrective actions
- Updating controls post-audit
- Celebrating audit success
Module 12. Scaling service leadership beyond IT
Use ISO 20000 proficiency to become the go-to expert for service design across the enterprise. Influence without authority.
12 chapters in this module
- Identifying influence opportunities
- Building cross-unit relationships
- Sharing wins strategically
- Mentoring emerging leaders
- Presenting at enterprise forums
- Writing internal thought pieces
- Proposing new initiatives
- Leading by example
- Gaining informal influence
- Extending reach regionally
- Sustaining credibility
- Measuring leadership impact
How this maps to your situation
- When rolling out new service processes across regions
- Before entering a cross-functional audit cycle
- During integration of acquired teams or services
- When leadership requests unified service reporting
Before vs. after
Before
Service definitions vary by team, making coordination slow and error-prone.
After
All units operate from shared service baselines, reducing friction and rework.
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 2 hours per module, designed for practitioners with active service management responsibilities.
How this compares to the alternatives
Unlike generic ISO 20000 training, this course focuses on cross-unit influence tactics, real-world alignment frameworks, and enterprise-level service consistency, not just compliance checklists.
Frequently asked
Who is this course for?
Service management professionals aiming to extend their influence beyond IT into customer success, support, and regional operations.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this cover ISO 20000 updates?
Yes, the course includes the latest ISO 20000 requirements and practical adaptation strategies for multi-unit environments.
$199 one-time. Approximately 2 hours per module, designed for practitioners with active service management responsibilities..
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