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OPS0696 Mastering ISO 20000 for SAP Solution Leaders in Global Delivery

$198.00
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What is the ISO 20000 for SAP Solution Leaders course about?

Senior Manager in global IT consulting, leading SAP managed service delivery with growing responsibility for service governance and compliance alignment.

Who is the ISO 20000 for SAP Solution Leaders course for?

Senior Manager in global IT consulting, leading SAP managed service delivery with growing responsibility for service governance and compliance alignment.

Who is the ISO 20000 for SAP Solution Leaders course not for?

Entry-level SAP consultants, standalone ITIL practitioners without delivery ownership, or professionals focused only on internal corporate ITSM (not client-facing managed services).

What do you take away from the ISO 20000 for SAP Solution Leaders course?

Formalize ownership over service continuity planning within SAP environments Document repeatable ISO 20000 implementation playbooks for client delivery teams Gain structured authority over change advisory boards in managed service contracts Lead cross-functional compliance reviews without escalation Produce audit-ready service level agreements with integrated control evidence.

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.

What does the ISO 20000 for SAP Solution Leaders cover on delivery and format?

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 90 minutes per week for 12 weeks, with flexible pacing options.

How does this compare to the alternatives?

Unlike generic ITIL or ISO 20000 training, this course is tailored to SAP solution leaders in global delivery, focusing on governance expansion within existing roles rather than certification prep or abstract frameworks.

What does the ISO 20000 for SAP Solution Leaders cover on frequently asked?

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.

Closely related courses: SAP Solution Manager Toolkit, SAP Solution Manager, SAP Hybris Billing Solution Architect Customer, SAP Hybris Solution Architecture.

More answers: what you get with every course, refund policy, all help answers.

A tailored course, built for your situation

Mastering ISO 20000 for SAP Solution Leaders in Global Delivery

A step-by-step system to expand your governance remit within SAP managed services operations

$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 Manager in global IT consulting, leading SAP managed service delivery with growing responsibility for service governance and compliance alignment

Who this is not for

Entry-level SAP consultants, standalone ITIL practitioners without delivery ownership, or professionals focused only on internal corporate ITSM (not client-facing managed services)

What you walk away with

  • Formalize ownership over service continuity planning within SAP environments
  • Document repeatable ISO 20000 implementation playbooks for client delivery teams
  • Gain structured authority over change advisory boards in managed service contracts
  • Lead cross-functional compliance reviews without escalation
  • Produce audit-ready service level agreements with integrated control evidence

The 12 modules (with all 144 chapters)

Module 1. Foundations of ISO 20000 in SAP Managed Services
Establish the core link between ISO 20000 principles and SAP delivery environments, focusing on service lifecycle alignment for global clients.
12 chapters in this module
  1. Understanding ISO 20000-1 and its relevance to SAP service delivery
  2. Mapping service strategy to SAP solution lifecycle phases
  3. Key differences between ITIL guidance and contract-enforceable ISO 20000
  4. Integrating ISO 20000 with existing SAP operations frameworks
  5. Defining service boundaries in multi-vendor managed contracts
  6. Role of the SAP solution lead in service management governance
  7. Client expectations for service level reporting and compliance
  8. Common pitfalls in ISO 20000 adoption within implementation teams
  9. How ISO 20000 complements SAP-specific compliance requirements
  10. Establishing baseline maturity for service management processes
  11. Linking ISO 20000 to client business outcomes in delivery proposals
  12. Documenting initial scope for ISO 20000 implementation in SAP projects
Module 2. Service Level Management in SAP Delivery Contracts
Design enforceable service level agreements that align SAP performance metrics with ISO 20000 compliance evidence.
12 chapters in this module
  1. Defining measurable service level objectives for SAP environments
  2. Translating client SLAs into internal operational targets
  3. Using SAP Solution Manager for real-time service performance tracking
  4. Incorporating penalty clauses and incentives into service agreements
  5. Balancing flexibility and compliance in long-term managed contracts
  6. Handling SLA breaches in multi-tier SAP support models
  7. Reporting service performance to governance committees
  8. Auditing SLA compliance across distributed SAP landscapes
  9. Renegotiating SLAs based on ISO 20000 maturity gains
  10. Integrating SLA reviews with SAP change control processes
  11. Documenting service level achievements for client assurance
  12. Building trust through transparent SLA reporting mechanisms
Module 3. Incident Management Integration with SAP Support
Streamline incident response workflows between SAP support teams and service operations while maintaining ISO 20000 compliance.
12 chapters in this module
  1. Classifying SAP incidents by impact and urgency levels
  2. Establishing incident escalation paths in global delivery models
  3. Integrating SAP Solution Manager alerts with service desks
  4. Reducing mean time to resolution for critical SAP outages
  5. Maintaining service continuity during SAP incident spikes
  6. Documenting incident resolution evidence for audits
  7. Linking incident trends to SAP system improvement plans
  8. Coordinating incident response across time zones and regions
  9. Training offshore teams on ISO 20000 incident handling
  10. Using automation to triage common SAP incidents
  11. Improving user satisfaction during SAP service disruptions
  12. Reporting incident KPIs to senior delivery leadership
Module 4. Change Control Governance in SAP Environments
Implement structured change advisory processes that reduce risk while accelerating SAP deployment velocity.
12 chapters in this module
  1. Classifying SAP changes by risk and complexity level
  2. Establishing CAB roles for global SAP delivery teams
  3. Using SAP ChaRM for change request documentation
  4. Integrating change approvals with ISO 20000 compliance gates
  5. Reducing emergency change volume in SAP landscapes
  6. Documenting change success rates for client reporting
  7. Aligning change schedules with client business cycles
  8. Managing cross-system dependencies in SAP changes
  9. Auditing change control compliance across engagements
  10. Training junior consultants on formal change processes
  11. Reducing rollback incidents through better change planning
  12. Reporting change KPIs to delivery governance boards
Module 5. Configuration Management for SAP Systems
Maintain accurate service asset and configuration records to support ISO 20000 compliance and audit readiness.
12 chapters in this module
  1. Defining configuration items in SAP environments
  2. Using SAP Solution Manager for system landscape documentation
  3. Maintaining CMDB accuracy across global delivery teams
  4. Linking configuration records to change and incident data
  5. Auditing configuration baselines for compliance
  6. Handling CMDB updates during SAP upgrades
  7. Integrating CMDB with client-facing service portals
  8. Reducing configuration drift in managed SAP services
  9. Training offshore teams on CMDB ownership
  10. Reporting CMDB health metrics to governance committees
  11. Using automation to detect unauthorized SAP changes
  12. Documenting configuration evidence for external audits
Module 6. Problem Management in SAP Delivery Operations
Drive root cause analysis and long-term resolution for recurring SAP issues to improve service stability.
12 chapters in this module
  1. Identifying recurring SAP incidents for problem analysis
  2. Establishing problem management roles in delivery teams
  3. Using SAP diagnostics tools for root cause identification
  4. Linking problem records to change and incident data
  5. Reducing chronic issues in long-term SAP contracts
  6. Documenting permanent fixes for client approval
  7. Measuring problem resolution effectiveness over time
  8. Integrating problem management with SAP quality gates
  9. Training consultants on structured problem analysis
  10. Reporting problem KPIs to service governance boards
  11. Using problem trends to inform SAP upgrade planning
  12. Building knowledge bases for faster SAP issue resolution
Module 7. Service Continuity Planning for SAP Services
Develop robust disaster recovery and business continuity plans for critical SAP systems.
12 chapters in this module
  1. Identifying critical SAP services for continuity planning
  2. Assessing risks to SAP system availability and performance
  3. Defining recovery time and point objectives for SAP systems
  4. Documenting SAP disaster recovery procedures
  5. Testing SAP continuity plans with client participation
  6. Integrating SAP DR with client business continuity frameworks
  7. Maintaining compliance with ISO 20000 continuity requirements
  8. Reporting continuity readiness to governance committees
  9. Updating plans based on SAP system changes
  10. Training teams on SAP disaster response protocols
  11. Managing third-party dependencies in SAP continuity
  12. Reducing recovery time through automated failover
Module 8. Supplier Management in SAP Managed Services
Govern third-party vendors delivering SAP services while maintaining ISO 20000 compliance.
12 chapters in this module
  1. Defining roles for SAP vendor oversight in contracts
  2. Establishing performance metrics for SAP suppliers
  3. Auditing supplier compliance with ISO 20000 requirements
  4. Managing subcontractor relationships in SAP delivery
  5. Handling supplier transitions in long-term contracts
  6. Reducing vendor-related service disruptions
  7. Documenting supplier performance for client reporting
  8. Integrating supplier SLAs with overall service agreements
  9. Training internal teams on vendor governance
  10. Resolving supplier disputes in global engagements
  11. Using scorecards to evaluate SAP vendor performance
  12. Reporting supplier KPIs to delivery leadership
Module 9. Capacity Management for SAP Workloads
Optimize SAP system performance and resource utilization through structured capacity planning.
12 chapters in this module
  1. Assessing current SAP system capacity utilization
  2. Forecasting future workload growth for SAP systems
  3. Identifying performance bottlenecks in SAP landscapes
  4. Planning SAP infrastructure upgrades based on demand
  5. Optimizing SAP licensing costs through capacity data
  6. Integrating capacity reports with client business planning
  7. Documenting capacity plans for ISO 20000 compliance
  8. Reducing emergency scaling incidents in SAP services
  9. Training teams on capacity analysis techniques
  10. Reporting capacity trends to service governance boards
  11. Linking capacity data to SAP change control processes
  12. Using automation for real-time SAP performance monitoring
Module 10. Information Security Management in SAP Services
Integrate ISO 20000 security controls with SAP-specific security practices for end-to-end compliance.
12 chapters in this module
  1. Identifying security risks in SAP managed services
  2. Establishing access control policies for SAP systems
  3. Integrating SAP security logs with SIEM tools
  4. Conducting regular security assessments for SAP environments
  5. Maintaining compliance with client security requirements
  6. Documenting security controls for ISO 20000 audits
  7. Training teams on SAP security best practices
  8. Reporting security posture to client governance boards
  9. Handling security incidents in SAP service delivery
  10. Integrating security reviews with SAP change processes
  11. Reducing security vulnerabilities through proactive measures
  12. Using automation to detect unauthorized SAP access
Module 11. Service Reporting and Performance Analysis
Deliver actionable insights from SAP service data to drive continuous improvement and client confidence.
12 chapters in this module
  1. Designing dashboards for SAP service performance
  2. Integrating ISO 20000 metrics with SAP analytics
  3. Reporting service quality to client stakeholders
  4. Identifying improvement opportunities from service data
  5. Benchmarking SAP service performance against peers
  6. Using data to justify service improvements
  7. Documenting service achievements for renewal cycles
  8. Training teams on service reporting best practices
  9. Reducing manual reporting effort through automation
  10. Aligning service reports with client business goals
  11. Handling client challenges to service performance data
  12. Building trust through transparent service reporting
Module 12. Scaling ISO 20000 Across SAP Delivery Engagements
Replicate proven governance practices across multiple SAP clients while maintaining compliance efficiency.
12 chapters in this module
  1. Identifying reusable components from ISO 20000 implementations
  2. Creating templates for faster SAP service setup
  3. Training new delivery teams on proven practices
  4. Maintaining consistency across geographically distributed teams
  5. Adapting ISO 20000 to different client industries
  6. Reducing time to compliance for new SAP contracts
  7. Documenting governance practices for knowledge transfer
  8. Using automation to enforce ISO 20000 controls
  9. Measuring governance maturity across engagements
  10. Reporting cross-client benefits to senior leadership
  11. Building a center of excellence for SAP service management
  12. Expanding your personal mandate through proven frameworks

How this maps to your situation

  • Global SAP delivery governance
  • ISO 20000 implementation in client engagements
  • Service management compliance expansion
  • Senior practitioner remit growth

Before vs. after

Before
Overseeing SAP delivery with fragmented governance practices and limited formal authority over cross-functional service controls.
After
Leading standardized ISO 20000 implementation across SAP engagements with documented authority over service management decisions.

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 90 minutes per week for 12 weeks, with flexible pacing options.

If nothing changes
Continuing with ad-hoc service governance may limit your ability to formalize expanded responsibilities, leaving broader remit opportunities to peers who institutionalize repeatable practices.

How this compares to the alternatives

Unlike generic ITIL or ISO 20000 training, this course is tailored to SAP solution leaders in global delivery, focusing on governance expansion within existing roles rather than certification prep or abstract frameworks.

Frequently asked

Is this course focused on ITIL certification?
No. This course focuses on operationalizing ISO 20000 within SAP delivery environments, not ITIL theory or exam preparation.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me lead compliance across multiple SAP clients?
Yes. The course provides templates and strategies to scale governance practices across engagements while maintaining compliance efficiency.
$199 one-time. Approximately 90 minutes per week for 12 weeks, with flexible pacing options..

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
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