Skip to main content
Image coming soon

Direct influence on IT service decisions with ISO 20000

$199.00
Adding to cart… The item has been added

A tailored course, built for your situation

Direct influence on IT service decisions with ISO 20000

Gain trusted input across technical governance and service delivery choices

$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.
Being technically correct isn’t enough if your input gets overruled in cross-team decisions

The situation this course is for

You deliver solid code and well-structured GIS solutions, but when it comes to choosing platforms, signing off on service workflows, or defining support SLAs, decisions get made without consistent input from you, even though you see the downstream impacts.

Who this is for

Technical practitioner in a global services firm who contributes to service delivery design but lacks consistent leverage in governance decisions

Who this is not for

Executives setting top-down policy, auditors checking compliance, or junior developers learning fundamentals

What you walk away with

  • Lead ISO 20000-aligned service design discussions with confidence
  • Shape vendor selection criteria using standard-backed rationale
  • Document decision logic that holds up in cross-functional reviews
  • Anticipate peer challenges and prepare evidence-based responses
  • Become the go-to practitioner for service continuity and support scope

The 12 modules (with all 144 chapters)

Module 1. Why ISO 20000 is gaining traction in global delivery
Explore how service standardization reduces delivery friction and creates influence opportunities for technically grounded practitioners.
12 chapters in this module
  1. Rising demand for service consistency
  2. How ISO 20000 differs from internal process docs
  3. Where the firm projects face compliance scrutiny
  4. Linking GIS and Java work to service contracts
  5. Service transition pain points in offshore setups
  6. The role of ICs in shaping service outcomes
  7. When standards override local preferences
  8. Evidence reviewers look for in audits
  9. Common misalignments in incident logging
  10. How peer teams use ISO 20000 selectively
  11. Where your current work intersects the framework
  12. Positioning yourself as a clarity source
Module 2. Core structure of ISO 20000
Break down the standard’s parts and clauses to identify where technical contributors can have the most impact.
12 chapters in this module
  1. Part 1 vs Part 2 vs Part 3 explained
  2. Clause 5 context and leadership
  3. Clause 6 planning actions
  4. Clause 7 support elements
  5. Clause 8 operation control
  6. Clause 9 performance evaluation
  7. Clause 10 improvement cycle
  8. Annex A control objectives
  9. How service delivery maps to clauses
  10. Where Java backend decisions appear
  11. GIS system support in service scope
  12. Reading the standard like a practitioner
Module 3. Mapping technical work to service processes
Translate your development and integration tasks into recognized service management activities.
12 chapters in this module
  1. Incident vs problem vs change workflows
  2. Service request fulfillment paths
  3. Logging GIS outages under SLA tracking
  4. Java deployment as a change event
  5. Angular frontend updates as service releases
  6. How deployment scripts fit service transition
  7. Documenting peer review outcomes
  8. Linking Jira tickets to service records
  9. Defining service ownership boundaries
  10. Handover checklists for support teams
  11. Versioning service documentation
  12. Capturing technical debt in reviews
Module 4. Influence in vendor selection
Use ISO 20000 to shape procurement and third-party integration decisions with documented rationale.
12 chapters in this module
  1. When vendor input must be evaluated
  2. Pre-qualification checklists
  3. Evaluating SLA commitments
  4. Service continuity expectations
  5. Incident response time obligations
  6. Penalty clause alignment with standard
  7. Reviewing vendor audit readiness
  8. Third-party access control standards
  9. Reporting frequency requirements
  10. Exit strategy documentation
  11. Contract alignment with ISO clauses
  12. Presenting findings to technical leads
Module 5. Owning incident and problem management
Lead from the front when outages occur by grounding responses in ISO 20000 best practices.
12 chapters in this module
  1. Classifying GIS service disruptions
  2. Incident logging requirements
  3. Prioritization based on business impact
  4. Escalation paths in global teams
  5. Problem root cause documentation
  6. Workaround validation
  7. Temporary fix governance
  8. Change freeze considerations
  9. Post-mortem structure
  10. Corrective action tracking
  11. Knowledge base updates
  12. Linking Java errors to infrastructure logs
Module 6. Driving change control rigor
Ensure updates to GIS and application systems follow approved, auditable pathways.
12 chapters in this module
  1. Standard vs emergency changes
  2. Change advisory board roles
  3. Documentation for deployment packages
  4. Testing validation records
  5. Backout plan requirements
  6. Change success metrics
  7. Peer sign-off workflows
  8. Client-facing release notes
  9. Rollback testing for Angular UI
  10. Database migration tracking
  11. Post-change review timing
  12. Linking changes to incident trends
Module 7. Service level reporting and review
Shape how service performance is measured and discussed in client and internal forums.
12 chapters in this module
  1. Defining meaningful SLAs
  2. Monitoring service availability
  3. Reporting uptime for GIS platforms
  4. Java service response benchmarks
  5. Client satisfaction survey design
  6. Service review meeting structure
  7. Presenting trend data clearly
  8. Highlighting operational improvements
  9. Addressing compliance findings
  10. Benchmarking against peer delivery units
  11. Using dashboards in reviews
  12. Preparing responses to reviewer questions
Module 8. Continual service improvement
Lead improvement initiatives that align technical work with broader service goals.
12 chapters in this module
  1. CSI register maintenance
  2. Gap identification techniques
  3. Prioritizing improvement opportunities
  4. Linking Java refactoring to CSI
  5. GIS performance tuning as improvement
  6. Measuring improvement impact
  7. Stakeholder buy-in tactics
  8. Documenting lessons learned
  9. Scaling fixes across regions
  10. Vendor improvement requests
  11. Process automation opportunities
  12. Linking improvements to revenue retention
Module 9. Internal audit preparation
Anticipate review findings and position your work as audit-ready.
12 chapters in this module
  1. Audit scope definition
  2. Evidence collection templates
  3. Document retention policies
  4. Interview preparation tips
  5. Common findings in service desks
  6. Addressing process gaps early
  7. Justifying deviations with risk
  8. Cross-team coordination proof
  9. Version control for policies
  10. Third-party oversight records
  11. Corrective action timelines
  12. Follow-up audit expectations
Module 10. Cross-functional collaboration
Build influence by aligning with operations, security, and client teams using shared language.
12 chapters in this module
  1. Speaking the language of service ops
  2. Aligning with security controls
  3. Integrating with change boards
  4. Supporting client-facing teams
  5. Conflict resolution pathways
  6. Building credibility with leads
  7. Documenting joint decisions
  8. Escalation coordination
  9. Sharing best practices across units
  10. Mentoring junior staff
  11. Contributing to center of excellence
  12. Presenting at internal forums
Module 11. Personal influence strategy
Develop a repeatable approach to being heard and followed in technical governance settings.
12 chapters in this module
  1. Identifying influence opportunities
  2. Preparing evidence-backed positions
  3. Timing your input effectively
  4. Using peer feedback constructively
  5. Documenting rationale transparently
  6. Building reputation as reliable
  7. Avoiding overreach
  8. Balancing speed and compliance
  9. Knowing when to escalate
  10. Tracking decision outcomes
  11. Refining approach quarterly
  12. Measuring personal impact
Module 12. Real-world application toolkit
Apply everything learned to your current projects with ready-to-adapt templates and scripts.
12 chapters in this module
  1. Service design document template
  2. Vendor evaluation scorecard
  3. Incident post-mortem script
  4. Change request form
  5. SLA reporting dashboard
  6. CSI initiative tracker
  7. Audit readiness checklist
  8. Peer review discussion guide
  9. Service transition playbook
  10. Problem management workflow
  11. Stakeholder update template
  12. Influence journaling practice

How this maps to your situation

  • When you’re asked to review a vendor contract
  • Before a client audit cycle begins
  • During design of a new GIS service integration
  • When leading a post-incident review

Before vs. after

Before
Technically sound but often sidelined in cross-functional service design discussions.
After
Consistently consulted and relied upon for ISO 20000-aligned decisions in vendor, incident, and change governance.

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, with self-paced access and lifetime updates.

If nothing changes
Remaining technically capable but less visible in governance forums means others define the rules your work must follow, limiting your impact and career trajectory.

How this compares to the alternatives

Generic ISO 20000 training teaches the standard. This course teaches how to use it to gain influence in technical decisions, specifically for ICs in global delivery roles shaping GIS, Java, and Angular systems.

Frequently asked

Do I need prior ISO 20000 experience?
No. The course starts with applied fundamentals relevant to technical contributors.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me advance to leadership roles?
Yes. By building documented influence in key decisions, you position yourself as a natural leadership candidate.
$199 one-time. Approximately 3 hours per module, with self-paced access and lifetime updates..

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
!