A tailored course, built for your situation
Mastering ISO 20000 for Data Engineering Leaders
How to align infrastructure services with business objectives using internationally recognized best practices
$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 Engineer at a global technology company leading data infrastructure initiatives with growing cross-functional responsibility
Who this is not for
Entry-level engineers, non-technical stakeholders, or practitioners focused solely on frontend applications or consumer-facing design
What you walk away with
- Articulate data platform reliability using standardized service management language
- Lead incident response protocols with documented ISO 20000-aligned workflows
- Shape SLA agreements between data teams and dependent business units
- Present audit-ready service transition plans that align with compliance expectations
- Drive internal adoption of service lifecycle practices across engineering pods
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and the Service Lifecycle
Establish foundational knowledge of ISO 20000 principles and their relevance to modern data infrastructure operations.
12 chapters in this module
- Defining service management in the context of data engineering
- Key differences between ITIL and ISO 20000 frameworks
- Core components of the ISO 20000 standard
- How service lifecycle stages apply to data pipelines
- Mapping data platform uptime to service level requirements
- Understanding the scope of ISO 20000 certification
- Role of service catalog in infrastructure transparency
- Integrating incident management with observability tools
- Change control in high-velocity AI deployment environments
- Service reporting metrics for engineering leadership
- Linking data reliability to business continuity
- Common misconceptions about ISO 20000 applicability
Module 2. Service Strategy and Data Platform Objectives
Align data engineering goals with business strategy through structured service planning.
12 chapters in this module
- Translating product roadmaps into service requirements
- Identifying critical data services by business impact
- Developing service portfolios for internal stakeholders
- Cost modeling for scalable data infrastructure
- Capacity planning under variable AI workloads
- Demand forecasting for real-time pipeline expansions
- Risk-based prioritization of service improvements
- Stakeholder engagement in service design
- Defining value propositions for data services
- Benchmarking against industry service maturity models
- Integrating financial governance with data operations
- Building business cases for platform enhancements
Module 3. Designing Reliable Data Services
Apply ISO 20000 design controls to ensure data systems meet availability, scalability, and security expectations.
12 chapters in this module
- Service design principles for fault-tolerant pipelines
- Incorporating recovery objectives into architecture
- Data retention requirements in service blueprints
- Security by design in service transition planning
- Version control for service documentation
- Testing strategies for new data service rollouts
- Designing for auditability and compliance readiness
- Dependency mapping for service components
- Automation thresholds in service design
- Documentation standards for cross-team consumption
- Change validation protocols pre-deployment
- User experience considerations in internal APIs
Module 4. Transitioning Data Platforms with Control
Manage the release and implementation of data services using formal transition methodologies.
12 chapters in this module
- Release planning for machine learning model pipelines
- Rollback procedures for failed data deployments
- Configuration management in distributed environments
- Service acceptance criteria for engineering teams
- Knowledge transfer between development and operations
- Service validation using synthetic monitoring
- Patch management for data processing frameworks
- Handling technical debt during transitions
- Post-implementation review timelines
- Documenting lessons learned systematically
- Version alignment across interdependent services
- Managing third-party dependencies in transitions
Module 5. Operational Management of Data Services
Implement day-to-day service operations aligned with ISO 20000 best practices.
12 chapters in this module
- Incident classification for data pipeline failures
- Escalation paths for critical data outages
- Event correlation across monitoring systems
- Problem management for recurring data issues
- Root cause analysis documentation standards
- Workaround implementation and tracking
- Known error database maintenance
- Service request fulfillment automation
- Access management for sensitive datasets
- Resource scheduling for maintenance windows
- Performance monitoring against SLAs
- Daily operational checks for data integrity
Module 6. Service Level Agreements and Reporting
Define, track, and report on service performance using standardized metrics.
12 chapters in this module
- Defining measurable KPIs for data pipelines
- SLA negotiation with consuming product teams
- OLAs between data engineering sub-teams
- Uptime calculation methodologies for APIs
- Latency thresholds in real-time processing
- Availability reporting for executive review
- Capacity utilization dashboards
- Error rate tracking across services
- Customer satisfaction surveys for internal users
- Reporting frequency and distribution lists
- Audit trails for SLA compliance
- Benchmarking service performance quarterly
Module 7. Continual Improvement in Data Operations
Embed feedback loops to incrementally enhance data service quality.
12 chapters in this module
- Identifying improvement opportunities in pipelines
- Using incident trends to guide upgrades
- Service review meeting structures
- CSI register maintenance for data teams
- Prioritizing improvements by business impact
- Measuring improvement initiative outcomes
- Integrating user feedback into roadmap
- Automation of repetitive operations tasks
- Reducing technical debt incrementally
- Scaling monitoring coverage systematically
- Updating documentation after changes
- Validating long-term reliability gains
Module 8. Risk Management in Service Delivery
Proactively identify and mitigate risks in data platform operations.
12 chapters in this module
- Threat modeling for data exposure scenarios
- Impact assessment of pipeline failures
- Likelihood analysis for infrastructure risks
- Risk register maintenance for engineering
- Mitigation controls for high-risk services
- Contingency planning for data center outages
- Business continuity integration with DR plans
- Third-party risk in data processing
- Compliance risk from data lineage gaps
- Recovery time objectives for datasets
- Testing disaster recovery runbooks
- Escalation protocols for security incidents
Module 9. Auditing and Compliance Readiness
Prepare for internal and external audits with ISO 20000-aligned evidence.
12 chapters in this module
- Internal audit planning for data services
- Documenting compliance with control objectives
- Audit checklist customization for teams
- Evidence collection for service transitions
- Interview preparation for audit teams
- Addressing non-conformities efficiently
- Corrective action tracking systems
- Pre-audit readiness assessments
- Maintaining audit trails for access logs
- Version control of process documentation
- Cross-reference of controls to policy
- Post-audit follow-up procedures
Module 10. Vendor and Partner Service Integration
Manage external dependencies and third-party integrations effectively.
12 chapters in this module
- Evaluating vendor adherence to ISO 20000
- Contractual SLA enforcement mechanisms
- Monitoring third-party service performance
- Onboarding partners into service workflows
- Service integration testing protocols
- Shared responsibility modeling
- Incident coordination with external teams
- Data sovereignty in partner integrations
- Exit strategies for underperforming vendors
- Knowledge transfer from external providers
- Audit rights in vendor agreements
- Penalty clauses for SLA breaches
Module 11. Scaling Service Management Across Teams
Extend ISO 20000 practices across multiple engineering units.
12 chapters in this module
- Standardizing incident response across pods
- Cross-team service catalog development
- Centralized reporting with local autonomy
- Change advisory board composition
- Inter-team escalation procedures
- Knowledge sharing platforms for engineers
- Training programs for new team members
- Service ownership models in matrix organizations
- Conflict resolution in service delivery
- Tooling standardization across data teams
- Consistency in documentation practices
- Measuring adoption of common frameworks
Module 12. Leading Strategic Service Transformation
Drive organizational change by championing service management excellence.
12 chapters in this module
- Building coalitions for service improvements
- Communicating vision to engineering leadership
- Securing buy-in for process changes
- Piloting new practices in select teams
- Measuring impact of service maturity gains
- Presenting ROI of ISO 20000 adoption
- Developing internal certification programs
- Integrating service mindset into hiring
- Rewarding adherence to best practices
- Sustaining momentum after rollout
- Scaling transformation company-wide
- Positioning data teams as service leaders
How this maps to your situation
- When the next infrastructure audit cycle begins
- After a major AI feature rollout
- During platform consolidation efforts
- Before a regulator-facing review
Before vs. after
Before
Ad-hoc responses to service issues, inconsistent SLA tracking, fragmented incident management
After
Standardized service operations, predictable incident resolution, audit-ready documentation, stronger influence in cross-functional planning
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters total)
- 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 over 12 weeks, with flexible access to materials.
If nothing changes
Without structured service management, engineering teams face increasing operational drift, higher audit findings, reduced trust from business units, and diminished strategic input despite growing technical complexity.
How this compares to the alternatives
Unlike generic ITIL courses, this program focuses specifically on data engineering environments and real-world application of ISO 20000 in AI-driven organizations , with templates tailored to infrastructure-as-code and distributed system challenges.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Is prior experience with ISO 20000 required?
No. The course starts with foundational concepts and builds to advanced implementation strategies relevant to data engineering.
Can I access the materials after completion?
Yes. Lifetime access is included with purchase.
$199 one-time. Approximately 90 minutes per week over 12 weeks, with flexible access to 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