A tailored course, built for your situation
Mastering ISO 20000 for Data Engineering and Digital Transformation Leaders
Build defensible, source-backed reasoning for service management decisions
$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.
Losing ground in technical discussions due to lack of documented rationale
The situation this course is for
Even strong architects find their choices questioned when they can’t quickly reference standards or past decisions, leading to rework and eroded influence.
Who this is for
Senior technical leaders in data, analytics, and digital transformation who are accountable for service design and operational rigor
Who this is not for
Individuals focused only on IT support or helpdesk operations without strategic decision-making scope
What you walk away with
- Map ISO 20000 controls directly to data service workflows with precision
- Reference official guidance and implementation examples when defending design choices
- Justify automation boundaries between data pipelines and service operations using standard criteria
- Respond confidently to audit findings with pre-built control narratives
- Create reusable decision records that survive team changes and leadership transitions
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 Scope in Data-Centric Environments
Define where service management standards apply across data platforms, pipelines, and analytics services.
12 chapters in this module
- Service vs product mindset in data teams
- Identifying managed services in a data hub
- Boundary setting with upstream and downstream teams
- Documenting service scope per ISO 20000 clause 4
- Case study: Defining data-as-a-service at scale
- Common misalignments in hybrid models
- Mapping data domains to service units
- Ownership models for shared data assets
- Version control for service definitions
- Integrating SLA concepts into data delivery
- Tracking service scope evolution over time
- Template: Service scope statement builder
Module 2. Service Delivery Process Alignment
Apply ISO 20000 service delivery principles to data availability, performance, and reliability.
12 chapters in this module
- Service level requirements for data pipelines
- Performance monitoring aligned to SLAs
- Capacity planning for growing data volumes
- Reporting on data service KPIs
- Incident impact vs data freshness tradeoffs
- Availability targets for batch systems
- Scheduling rigor in data operations
- Documentation standards for runbooks
- Handover protocols between shifts
- Escalation paths for data outages
- Third-party dependencies in data chains
- Template: Data service SLA builder
Module 3. Incident Management in Data Workflows
Structure responses to data pipeline failures, delays, and quality issues using ISO 20000 framework.
12 chapters in this module
- Defining incidents in data contexts
- Categorization schema for data events
- Priority models based on business impact
- Initial response workflows for data breaks
- Linking incidents to root cause analysis
- Post-mortem standards for data teams
- Resolution time tracking benchmarks
- Communication protocols during outages
- Linking incidents to change records
- Automation thresholds for alerting
- Vendor coordination during joint failures
- Template: Incident response tracker
Module 4. Change Enablement for Data Platforms
Implement structured change control for data model updates, ETL changes, and infrastructure upgrades.
12 chapters in this module
- Change types in data environments
- Standard vs normal vs emergency changes
- Assessing change risk for data pipelines
- Change advisory board composition
- Pre-implementation validation steps
- Backout planning for failed changes
- Testing data outcomes post-change
- Documentation requirements per ISO 20000
- Automated change gates in CI/CD
- Change freeze periods and planning
- Post-implementation reviews
- Template: Change record pack
Module 5. Configuration Management for Data Assets
Establish reliable tracking of data entities, schemas, dependencies, and ownership.
12 chapters in this module
- Defining configuration items in data
- Naming conventions for data assets
- Ownership assignment and verification
- Relationship mapping between data layers
- Version control for schema changes
- Audit readiness for configuration data
- Automated discovery tools integration
- CMDB scope decisions for data teams
- Data lineage as part of configuration
- Baseline establishment process
- Drift detection methods
- Template: Data CI registry
Module 6. Problem Management in Data Operations
Drive to root causes of recurring data issues using ISO 20000 problem management discipline.
12 chapters in this module
- Problem vs incident distinction
- Trend analysis for data quality decay
- Root cause analysis techniques
- Problem prioritization framework
- Workaround documentation standards
- Permanent fix tracking
- Knowledge article creation
- Lessons learned process
- Linking problems to changes
- Vendor escalation path definition
- Preventive action planning
- Template: Problem log
Module 7. Service Level Management for Data Products
Define, negotiate, and report on service levels for internal data offerings.
12 chapters in this module
- Identifying data service customers
- Negotiating SLAs with business units
- Measuring data freshness and latency
- Defining accuracy and completeness
- Reporting on data service KPIs
- Review meeting cadence
- Handling SLA breaches
- Continuous improvement planning
- Automated compliance checks
- SLA vs OLAs alignment
- Renewal process for data SLAs
- Template: Service review pack
Module 8. Supplier Management in Data Ecosystems
Manage third-party data providers, cloud platforms, and SaaS vendors under ISO 20000 guidance.
12 chapters in this module
- Defining supplier scope in data
- Third-party risk assessment
- Contractual SLAs and penalties
- Performance monitoring methods
- Escalation processes
- Onboarding and offboarding
- Audit rights and access
- Data sovereignty considerations
- Compliance alignment checks
- Joint incident response planning
- Review meeting standards
- Template: Supplier scorecard
Module 9. Information Security in Service Management
Align data protection practices with ISO 20000 security controls.
12 chapters in this module
- Access control for data services
- Confidentiality agreements
- Data classification policy
- Logging and monitoring standards
- Security incident response
- Encryption in transit and at rest
- Vulnerability management
- Audit logging for access
- Regular security reviews
- Compliance with ISO 27701
- Penetration testing coordination
- Template: Security control pack
Module 10. Continual Improvement in Data Services
Apply PDCA cycle to enhance data service delivery over time.
12 chapters in this module
- Identifying improvement opportunities
- Measuring service performance gaps
- Prioritizing improvement initiatives
- Designing service enhancements
- Implementing changes systematically
- Evaluating results objectively
- Feedback collection mechanisms
- Benchmarking against peers
- Documenting improvements
- Sustaining gains over time
- Resource allocation models
- Template: Improvement backlog
Module 11. Audit Preparation and Response
Prepare confidently for internal and external audits of data service management.
12 chapters in this module
- Audit scope definition
- Evidence collection strategy
- Control mapping exercise
- Interview preparation
- Response drafting process
- Finding remediation planning
- Follow-up tracking
- Audit communication protocols
- Common audit findings in data
- Pre-audit checklists
- Post-audit review
- Template: Audit evidence pack
Module 12. Defensible Decision-Making Framework
Build unshakable reasoning for service design and operational choices.
12 chapters in this module
- Documenting rationale for changes
- Referencing ISO 20000 clauses
- Linking to organizational policies
- Archiving decision records
- Defending choices under scrutiny
- Using precedent in discussions
- Maintaining consistency across time
- Training new members
- Versioning decision packs
- Automating rationale capture
- Peer review of decisions
- Template: Decision justification pack
How this maps to your situation
- Designing a new data service offering
- Responding to audit findings
- Justifying architecture to stakeholders
- Improving incident response times
Before vs. after
Before
Frequent rework due to challenged design decisions and lack of documented rationale
After
Confident, unambiguous justification of every service choice backed by ISO 20000 and internal precedents
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 3 hours per module, designed for completion over 4-6 weeks with real-world application.
If nothing changes
Without defensible reasoning, even well-designed systems face delays, rework, and diminished influence when challenged by peers or auditors.
How this compares to the alternatives
Unlike generic compliance guides, this course provides role-specific, source-backed reasoning for data leaders implementing ISO 20000 in complex environments.
Frequently asked
Is this course relevant for non-IT service managers?
Yes, it's tailored for data and digital transformation leaders whose systems are governed by service management principles.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this to cloud-based data platforms?
Absolutely. The course includes examples from AWS, Azure, and GCP data environments.
$199 one-time. Approximately 3 hours per module, designed for completion over 4-6 weeks with real-world application..
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