A tailored course, built for your situation
Influence Across More Business Units with ISO 20000
Turn service management rigor into broader organizational reach
$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 data and technology practitioners leading cross-functional initiatives in regulated environments
Who this is not for
Individuals seeking introductory ITIL or helpdesk-focused ISO 20000 training
What you walk away with
- Lead ISO 20000 adoption initiatives across non-IT business units
- Translate service management controls into data infrastructure workflows
- Design audit-ready service delivery models that span regions
- Build cross-functional playbooks that survive team turnover
- Present unified service frameworks to executive leadership
The 12 modules (with all 144 chapters)
Module 1. Service Management in the Data-Driven Enterprise
Position ISO 20000 as a strategic asset for data teams, not just IT. Establish shared ownership across functions.
12 chapters in this module
- From ITIL to enterprise integration
- Defining service scope for data products
- Mapping stakeholders beyond IT
- Aligning ISO 20000 with data governance
- Service culture in technical teams
- Executive expectations on service delivery
- Cross-unit service ownership models
- Measuring service impact on data flow
- Integrating SRE with ISO 20000
- Service roles in agile data teams
- Vendor service alignment
- Building service-first mindset
Module 2. ISO 20000 and the Data Lifecycle
Embed service management controls into data pipelines, from ingestion to reporting.
12 chapters in this module
- Data intake as service request
- SLA definitions for data freshness
- Incident handling for pipeline breaks
- Change control for schema updates
- Versioning data service APIs
- Access reviews for sensitive data
- Service continuity planning
- Data backup as service deliverable
- Recovery time objectives
- Monitoring service health
- Automated service alerts
- Post-incident service reviews
Module 3. Service Design for Multi-Unit Adoption
Create modular service blueprints that scale across business lines and geographies.
12 chapters in this module
- Modular service components
- Standardizing service interfaces
- Regional adaptation strategies
- Language and localization planning
- Legal jurisdiction alignment
- Cross-border data flows
- Service documentation standards
- Self-service service portals
- Training materials for non-IT units
- Onboarding new business units
- Feedback loops from users
- Iterative service improvement
Module 4. Governance and Cross-Functional Alignment
Establish governance models that give data leaders authority across silos.
12 chapters in this module
- Service governance committees
- Defining decision rights
- Escalation paths for service issues
- Policy vs procedure ownership
- Audit trail requirements
- Document retention for services
- Stakeholder communication plans
- Executive reporting cadence
- Balancing agility and control
- Compliance benchmarking
- Third-party assurance needs
- Continuous monitoring setup
Module 5. Building Repeatable Service Artefacts
Turn one-time efforts into reusable templates, playbooks, and documentation.
12 chapters in this module
- Template library design
- Version-controlled playbooks
- Standard operating procedures
- Automated checklist generation
- Knowledge base integration
- Searchable service repository
- Role-based access to artefacts
- Maintaining document accuracy
- Change notification workflows
- Artefact reuse metrics
- Cross-team contribution models
- Artefact retirement process
Module 6. Service Measurement and Performance
Define and track KPIs that reflect service quality and organizational adoption.
12 chapters in this module
- Service availability targets
- Incident resolution time
- User satisfaction surveys
- Service request fulfillment rate
- Change success rate
- Problem recurrence tracking
- Cost per service transaction
- Resource utilization analysis
- Benchmarking across units
- Performance dashboards
- Executive KPI summaries
- Service improvement prioritization
Module 7. Change Management in Service Delivery
Manage change requests effectively across data, infrastructure, and operations.
12 chapters in this module
- Change advisory board setup
- Urgent vs standard changes
- Risk assessment for service changes
- Backout planning
- Stakeholder impact analysis
- Communication for approved changes
- Automated change workflows
- Post-implementation review
- Change freeze periods
- Emergency change protocols
- Change calendar coordination
- Audit readiness for changes
Module 8. Service Continuity and Resilience
Ensure service delivery continues during disruptions, with clear roles and recovery steps.
12 chapters in this module
- Business impact analysis
- Critical service identification
- Recovery time objectives
- Backup site planning
- Crisis communication plans
- Team continuity strategies
- Third-party reliance mapping
- Disaster recovery testing
- Failover process documentation
- Customer notification workflows
- Regulatory reporting triggers
- Post-event service review
Module 9. Supplier and Vendor Service Management
Extend ISO 20000 principles to external partners and cloud providers.
12 chapters in this module
- Vendor service scope definition
- SLA negotiation strategies
- Performance monitoring for vendors
- Penalty and incentive structures
- Onboarding new vendors
- Transition planning
- Exit strategies
- Third-party audit rights
- Risk rating vendors
- Consolidating vendor contracts
- Managing multi-cloud services
- Vendor management reporting
Module 10. Internal Audit and Readiness
Prepare for audits with confidence using standardized, evidence-rich processes.
12 chapters in this module
- Audit planning calendar
- Evidence collection workflows
- Control mapping to ISO 20000
- Role-based access reviews
- Automated compliance checks
- Pre-audit self-assessments
- Remediation tracking
- Auditor briefing materials
- Findings response process
- Audit follow-up cadence
- Continuous audit preparation
- Audit trail retention
Module 11. Executive Engagement and Strategic Positioning
Position service management as strategic to leadership and secure long-term support.
12 chapters in this module
- Telling the service story
- Connecting services to business outcomes
- Budget justification
- Risk mitigation narratives
- Innovation enablement
- Benchmarking against peers
- Strategic roadmap integration
- Leadership communication rhythm
- Crisis-to-opportunity framing
- Success recognition programs
- Cross-company service awards
- Long-term service vision
Module 12. Scaling Influence Across the Organization
Extend your reach by training others and embedding service practices enterprise-wide.
12 chapters in this module
- Train-the-trainer models
- Ambassador networks
- Certification pathways
- Mentorship programs
- Communities of practice
- Internal recognition systems
- Cross-unit collaboration events
- Knowledge sharing platforms
- Feedback collection systems
- Improvement idea pipelines
- Scaling playbooks globally
- Sustaining momentum long-term
How this maps to your situation
- Leading ISO 20000 adoption outside IT
- Aligning data pipelines with service standards
- Rolling out service design across regions
- Gaining executive visibility on service impact
Before vs. after
Before
Service management efforts are siloed, inconsistent across units, and undervalued outside IT.
After
You lead ISO 20000-driven initiatives that unify service delivery across data, operations, and business units , with measurable reach and executive recognition.
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 hours per module, designed for busy practitioners. Total investment: 36 hours over 12 weeks with flexible pacing.
How this compares to the alternatives
Unlike generic ISO 20000 overviews, this course is tailored for data and technology leaders driving cross-functional change , combining deep compliance rigor with practical influence strategies used in global enterprises.
Frequently asked
Who is this course for?
Senior data scientists, technical leads, and operations managers driving service standardization across multiple business units.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this course cover ITIL?
It references ITIL where relevant but focuses on ISO 20000 implementation in data and multi-unit environments, not IT helpdesk operations.
$199 one-time. Approximately 3 hours per module, designed for busy practitioners. Total investment: 36 hours over 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