A tailored course, built for your situation
Mastering ISO 20000 for SAP ABAP Service Delivery Leaders
Build repeatable, audit-ready service management systems that scale across global client engagements
$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.
Scattered service delivery practices slow client onboarding and complicate audits
The situation this course is for
Inconsistent incident logging, ad-hoc change approvals, and fragmented service reporting create friction during SAP ABAP audits and limit scalability across regions. Without a unified framework, teams reinvent processes for every engagement, increasing risk and reducing operational velocity.
Who this is for
Mid-career SAP ABAP service delivery manager at a global systems integrator navigating rising client demands for standardized, auditable service practices
Who this is not for
Junior developers focused only on coding, or executives seeking board-level compliance narratives without technical implementation detail
What you walk away with
- Design ISO 20000-compliant service workflows tailored to SAP ABAP project lifecycles
- Standardize incident, problem, and change management across global teams
- Produce audit-ready documentation that passes first-time review
- Scale proven service practices across new client engagements without rework
- Position yourself as the go-to architect for service management in SAP environments
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in IT Service Management
Establish a clear understanding of ISO 20000 principles and how they apply specifically to SAP ABAP environments. Explore core service management processes including service level management, incident handling, and service reporting within enterprise delivery contexts.
12 chapters in this module
- Understanding the scope of ISO 20000 in global IT service delivery
- Mapping SAP ABAP workflows to service management standards
- Key differences between ISO 20000 and other compliance frameworks
- Role of service catalogues in SAP project onboarding
- Service level agreement structures for client-facing teams
- Defining measurable service targets for ABAP support teams
- Integration points between SAP systems and service desks
- Documenting service processes for audit readiness
- Establishing ownership across functional teams
- Version control for service management documentation
- Using ISO 20000 to reduce client escalation frequency
- Aligning internal teams around shared service definitions
Module 2. Service Strategy and Business Alignment
Learn how to align SAP ABAP service offerings with business objectives using ISO 20000 frameworks. Understand how to define value-driven services that meet both technical requirements and client expectations.
12 chapters in this module
- Identifying business drivers behind SAP service demands
- Translating client needs into service specifications
- Designing scalable service packages for recurring use
- Cost modeling for SAP ABAP support services
- Pricing strategies for managed service offerings
- Integrating service strategy with delivery roadmaps
- Defining service portfolios for different client segments
- Balancing customization with standardization in SAP
- Linking service design to SLA performance metrics
- Using service strategy to guide resource allocation
- Documenting service lifecycle stages for audit trails
- Ensuring compliance with financial reporting standards
Module 3. Service Design and Process Integration
Design end-to-end service processes that integrate seamlessly with SAP ABAP systems. Focus on creating standardized, repeatable workflows for incident resolution, change implementation, and problem management.
12 chapters in this module
- Designing incident management workflows for SAP systems
- Change request lifecycle in regulated SAP environments
- Problem identification and root cause analysis techniques
- Integrating SAP transport management with change control
- Designing self-service options for SAP users
- Automating service requests through SAP workflows
- Configuring service desks for SAP-specific issues
- Documenting design decisions for audit purposes
- Versioning service designs across client projects
- Integrating monitoring tools with service management
- Defining escalation paths for critical SAP outages
- Creating reusable templates for common service requests
Module 4. Service Transition and Deployment
Master the transition of SAP ABAP services from design to live operation. Ensure smooth handovers, minimize disruptions, and maintain consistency across deployments.
12 chapters in this module
- Planning service releases in SAP environments
- Change management during SAP system cutover
- Testing procedures for new SAP service implementations
- Knowledge transfer between project and operations teams
- Client onboarding workflows for new SAP services
- Documenting transition deliverables for compliance
- Service validation techniques for SAP systems
- Stakeholder communication during service go-live
- Post-implementation review processes
- Capturing lessons learned from service transitions
- Updating service documentation after deployment
- Establishing baseline performance metrics
Module 5. Service Operation and Daily Management
Optimize day-to-day operations of SAP ABAP services using ISO 20000 best practices. Implement reliable incident, problem, and access management processes.
12 chapters in this module
- Incident triage and categorization in SAP systems
- Prioritizing service requests based on business impact
- Managing high-priority SAP outages
- Problem ticket lifecycle in ABAP environments
- Access request workflows for SAP roles and authorizations
- Monitoring service desk performance metrics
- Daily operational checklists for SAP support
- Shift handover procedures for global teams
- Automated alerting from SAP systems to service desk
- Managing SLA exceptions in SAP operations
- Reporting service performance to stakeholders
- Continuous improvement of daily operations
Module 6. Continual Improvement and Performance Measurement
Implement a structured approach to improving SAP ABAP service delivery over time. Use metrics and feedback loops to refine processes and demonstrate value.
12 chapters in this module
- Defining KPIs for SAP ABAP service teams
- Tracking incident resolution times across engagements
- Measuring client satisfaction with SAP services
- Service improvement plan development
- Benchmarking performance against industry standards
- Root cause analysis of recurring SAP issues
- Implementing corrective actions from audit findings
- Using customer feedback to shape service evolution
- Quarterly service review methodologies
- Reporting improvement results to leadership
- Updating service documentation based on findings
- Scaling improvements across multiple client projects
Module 7. Auditing and Compliance Readiness
Prepare SAP ABAP service operations for internal and external audits. Build documented, repeatable processes that meet ISO 20000 compliance expectations.
12 chapters in this module
- Understanding ISO 20000 audit criteria for SAP services
- Preparing service documentation for audit review
- Internal audit preparation for ABAP teams
- Responding to auditor findings and evidence requests
- Maintaining version control of service policies
- Demonstrating compliance with change management rules
- Evidence collection for incident management processes
- Audit trail configuration in SAP systems
- Corrective action reporting for non-conformities
- Third-party auditor coordination strategies
- Post-audit follow-up and closure procedures
- Building audit-ready habits into daily operations
Module 8. Managing Suppliers and Third Parties
Effectively manage relationships with third-party SAP service providers. Ensure alignment with ISO 20000 standards and consistent service quality.
12 chapters in this module
- Defining supplier roles in SAP ABAP environments
- Contractual requirements for ISO 20000 compliance
- Monitoring third-party service performance
- Managing subcontractors in SAP delivery chains
- Service level agreement enforcement mechanisms
- Risk assessment of external dependencies
- Incident escalation paths involving vendors
- Regular review meetings with service partners
- Documentation requirements for vendor activities
- Transition planning when changing suppliers
- Ensuring knowledge retention during vendor turnover
- Auditing third-party compliance practices
Module 9. Information Security and Data Integrity
Integrate information security controls into SAP ABAP service management. Protect sensitive data and maintain system integrity across global teams.
12 chapters in this module
- SAP user access governance best practices
- Segregation of duties in ABAP environments
- Transport management security controls
- Data classification in SAP systems
- Encryption requirements for SAP data
- Audit log retention policies
- Monitoring for unauthorized access attempts
- Secure change control in SAP landscapes
- Compliance with data privacy regulations
- Security incident response for SAP systems
- Regular access reviews for SAP roles
- Integrating ISO 20000 with broader security frameworks
Module 10. Capacity and Availability Management
Ensure SAP ABAP services meet availability and performance expectations. Plan capacity proactively and manage resources efficiently.
12 chapters in this module
- Defining availability targets for SAP systems
- Capacity planning for SAP application growth
- Performance monitoring tools for ABAP systems
- Resource utilization analysis techniques
- Predictive modeling for future demand
- Downtime scheduling with minimal business impact
- Disaster recovery integration with service plans
- Business continuity testing for SAP services
- High availability configurations in SAP
- Service degradation response procedures
- Cost-benefit analysis of redundancy options
- Reporting capacity metrics to stakeholders
Module 11. Configuration and Change Management
Implement robust change control processes tailored to SAP ABAP systems. Ensure stability and compliance during system modifications.
12 chapters in this module
- Change request lifecycle in SAP environments
- Standard change definitions for ABAP systems
- Emergency change procedures without compromising security
- Transport management integration with change control
- Backout planning for failed SAP changes
- Testing requirements for SAP program changes
- Authorization workflows for change approvals
- Change calendar coordination across teams
- Post-implementation change reviews
- Documenting changes for audit compliance
- Automated checks for unauthorized SAP changes
- Linking change records to incident resolution
Module 12. Service Reporting and Stakeholder Communication
Develop effective reporting and communication strategies for SAP ABAP services. Keep stakeholders informed and demonstrate ongoing value.
12 chapters in this module
- Designing executive dashboards for SAP services
- Monthly service review meeting structure
- Client-facing service reports and presentations
- Internal reporting to delivery leadership
- Service incident trend analysis
- Performance deviation reporting
- Change success rate tracking and communication
- Problem backlog status updates
- Availability and uptime reporting
- Improvement initiative progress summaries
- Audit readiness status reporting
- Tailoring reports for different stakeholder audiences
How this maps to your situation
- SAP ABAP service delivery
- Global team coordination
- Client audit preparation
- Operational efficiency
Before vs. after
Before
Managing SAP ABAP services with inconsistent processes across teams, leading to audit findings and client onboarding delays
After
Operating ISO 20000-aligned service workflows that scale across regions and reduce time-to-compliance for new client engagements
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 for 4 weeks, with self-paced access to all materials
If nothing changes
Without standardized service management, teams continue to face repeated audit findings, extended onboarding cycles, and diminished influence over cross-functional SAP delivery decisions.
How this compares to the alternatives
Unlike generic ITIL courses, this program focuses exclusively on SAP ABAP environments and ISO 20000 implementation, providing field-tested templates and direct application to client-facing delivery teams.
Frequently asked
Is this course focused on ITIL or ISO 20000?
The course centers on ISO 20000 implementation, with practical applications for SAP ABAP service delivery environments.
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 applicable to SAP ABAP service management.
$199 one-time. 90 minutes per week for 4 weeks, with self-paced access to all materials.
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