A tailored course, built for your situation
Mastering ISO 20000 for HR Leaders in High-Efficiency Organizations
Build service delivery rigor that aligns HR operations with enterprise-wide standards
$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
HR leader in a technical or defense contracting firm where operational compliance and service consistency are prioritized
Who this is not for
Entry-level HR coordinators, generalists without process design responsibilities, or those not involved in shaping internal service standards
What you walk away with
- Define and govern HR service-level agreements using ISO 20000 frameworks
- Lead cross-functional process alignment without requiring managerial escalation
- Produce auditable service documentation that meets enterprise compliance thresholds
- Design employee incident resolution workflows used across departments
- Own the implementation playbook for standardized HR service delivery
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 in Non-IT Service Contexts
Understand how service management standards apply beyond IT, with emphasis on HR as a service provider within enterprise operations.
12 chapters in this module
- Defining service management in human resources contexts
- Mapping HR workflows to service delivery principles
- Identifying stakeholders in employee-facing support systems
- Understanding the scope of ISO 20000 beyond ITIL
- Differentiating between service support and service delivery
- Recognizing compliance overlap with SOX and NIST frameworks
- Establishing service culture in non-technical departments
- Benchmarking current HR processes against service standards
- Documenting service expectations for internal clients
- Aligning HR metrics with operational uptime requirements
- Integrating feedback loops into support workflows
- Setting baselines for measurable service improvement
Module 2. Service Catalog Development for HR Functions
Build a structured catalog of HR services that defines availability, ownership, and resolution pathways.
12 chapters in this module
- Identifying repeatable HR service requests
- Classifying employee inquiries by service type
- Defining service ownership and handoff points
- Setting standard response and resolution windows
- Documenting prerequisites for each service entry
- Mapping dependencies across payroll, benefits, and compliance
- Versioning service definitions for audit readiness
- Integrating catalog updates into change management
- Publishing service entries in accessible formats
- Training managers to reference the service catalog
- Measuring catalog adoption across departments
- Updating service definitions quarterly
Module 3. Incident Management in Employee Support Systems
Design protocols for resolving employee-reported issues quickly and consistently.
12 chapters in this module
- Defining what constitutes an HR incident
- Creating standardized incident intake forms
- Categorizing incidents by impact and urgency
- Assigning resolution tiers based on complexity
- Establishing escalation paths for unresolved cases
- Integrating with IT systems for case tracking
- Setting SLAs for first response and resolution
- Documenting root cause for recurring incidents
- Linking incident trends to policy updates
- Reducing repeat incidents through proactive outreach
- Training HR staff on consistent logging practices
- Auditing incident resolution compliance monthly
Module 4. Problem Management and Root Cause Analysis
Shift from reactive fixes to systemic improvements in HR service delivery.
12 chapters in this module
- Distinguishing incidents from underlying problems
- Initiating problem records from recurring incidents
- Conducting root cause analysis using 5 Whys
- Applying fishbone diagrams to HR process gaps
- Prioritizing problem resolution by organizational impact
- Forming cross-functional problem review teams
- Documenting known errors and workarounds
- Linking problem resolution to policy changes
- Tracking effectiveness of implemented fixes
- Scheduling regular problem review meetings
- Reporting problem trends to senior leadership
- Integrating lessons into onboarding materials
Module 5. Change Enablement in HR Processes
Implement controlled updates to HR services without disrupting employee experience.
12 chapters in this module
- Defining change types in HR service contexts
- Establishing a change advisory board for HR
- Documenting risk assessments for proposed changes
- Setting approval workflows for minor and major changes
- Scheduling change implementation during low-impact periods
- Communicating changes to affected employees
- Verifying change success post-implementation
- Rolling back changes that cause instability
- Tracking change success rates over time
- Reducing unauthorized changes through enforcement
- Aligning HR changes with enterprise change calendar
- Auditing change records for compliance
Module 6. Configuration Management for HR Assets
Maintain accurate records of HR-owned systems, policies, and dependencies.
12 chapters in this module
- Identifying configuration items in HR domain
- Defining attributes for each configuration item
- Mapping relationships between HR systems
- Establishing ownership for configuration records
- Setting update frequency for configuration data
- Integrating with enterprise CMDB when available
- Documenting policy versions as configuration items
- Linking configuration items to incident resolution
- Auditing configuration accuracy quarterly
- Training HR staff on configuration updates
- Securing access to configuration records
- Generating reports for compliance audits
Module 7. Service Level Management Alignment
Define, monitor, and report on HR service performance against agreed standards.
12 chapters in this module
- Setting measurable service level targets
- Negotiating SLAs with internal stakeholders
- Documenting service level agreements formally
- Tracking SLA compliance in real time
- Identifying breaches before they occur
- Reporting SLA performance to leadership
- Adjusting SLAs based on capacity changes
- Integrating SLA data into vendor reviews
- Benchmarking against industry standards
- Conducting quarterly SLA review meetings
- Updating SLAs in response to feedback
- Archiving expired service level agreements
Module 8. Supplier Management in HR Service Delivery
Govern third-party vendors involved in HR support functions.
12 chapters in this module
- Identifying suppliers in HR service chain
- Defining service level expectations for vendors
- Documenting supplier contracts and renewals
- Monitoring supplier performance against SLAs
- Conducting regular supplier review meetings
- Managing onboarding and offboarding of suppliers
- Ensuring compliance with data handling policies
- Tracking supplier-related incidents and issues
- Evaluating supplier risk annually
- Maintaining supplier performance scorecards
- Aligning supplier timelines with internal cycles
- Terminating underperforming supplier relationships
Module 9. Information Security in HR Service Management
Protect employee data while delivering efficient support.
12 chapters in this module
- Classifying HR data by sensitivity level
- Applying access controls to service records
- Encrypting employee data in transit and at rest
- Defining data retention and disposal policies
- Conducting privacy impact assessments
- Training staff on data handling procedures
- Auditing access logs for suspicious activity
- Integrating with enterprise security policies
- Responding to data breach incidents
- Maintaining compliance with privacy regulations
- Documenting security controls for audits
- Updating security practices with threat landscape
Module 10. Continual Improvement in HR Services
Embed feedback and metrics into ongoing service refinement.
12 chapters in this module
- Establishing key performance indicators for HR
- Collecting employee feedback on service quality
- Analyzing service data for improvement areas
- Prioritizing improvements based on impact
- Implementing small, measurable changes
- Measuring the effect of each improvement
- Sharing success stories across teams
- Documenting lessons from failed attempts
- Scheduling regular improvement reviews
- Aligning improvements with strategic goals
- Recognizing staff contributions to service quality
- Publishing improvement metrics internally
Module 11. Internal Audit Readiness for HR Service Standards
Prepare for compliance reviews with organized, auditable documentation.
12 chapters in this module
- Identifying audit requirements for HR services
- Organizing documentation for auditor access
- Conducting pre-audit self-assessments
- Training staff on audit response protocols
- Responding to auditor inquiries accurately
- Tracking audit findings to resolution
- Demonstrating compliance with ISO 20000 clauses
- Integrating audit feedback into improvement plans
- Maintaining audit trails for all changes
- Scheduling follow-up reviews for open items
- Updating policies based on audit outcomes
- Reducing non-conformities year over year
Module 12. Scaling HR Service Standards Across the Enterprise
Extend proven HR service practices to other departments and locations.
12 chapters in this module
- Identifying departments ready for HR service model
- Adapting service catalog for new audiences
- Training teams on standardized processes
- Integrating new units into central tracking
- Maintaining consistency across geographies
- Adjusting SLAs for local constraints
- Measuring adoption and impact enterprise-wide
- Reporting cross-functional service metrics
- Refining model based on feedback
- Building recognition as a center of excellence
- Documenting scalability playbooks
- Establishing governance for future expansion
How this maps to your situation
- HR service delivery under efficiency pressure
- Cross-functional alignment on support standards
- Compliance expectations in defense-adjacent operations
- Opportunity to lead beyond traditional HR scope
Before vs. after
Before
HR operations managed reactively, with inconsistent service expectations and limited influence beyond talent functions.
After
HR leads the design of enterprise-wide service standards, with documented playbooks, auditable processes, and expanded decision rights in operational 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: 90 minutes per week over 12 weeks, or self-paced completion within 6 months.
If nothing changes
Without structured service management, HR remains in a reactive support role, missing the opportunity to shape operational consistency and compliance across the organization.
How this compares to the alternatives
Unlike generic compliance courses, this program is tailored to HR professionals leading service transformation in high-efficiency environments, with concrete tools for expanding scope without changing title.
Frequently asked
Is this course relevant for non-IT roles?
Yes , it's designed specifically for HR leaders applying service management standards outside traditional IT contexts.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I receive templates I can use immediately?
Yes , every module includes downloadable, customizable templates and real-world examples.
$199 one-time. 90 minutes per week over 12 weeks, or self-paced completion within 6 months..
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