A tailored course, built for your situation
Mastering ISO 20000 for Global Human Resources Business Partners
Build a standardized, globally scalable service delivery model within HR 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.
HR leaders are being asked to do more operational heavy lifting, but without the frameworks to standardize delivery at scale.
The situation this course is for
Global organizations are pushing HR to deliver consistent, auditable service experiences across regions. Without a formal service management backbone, HR teams default to ad-hoc processes that create compliance blind spots and stakeholder misalignment. The gap isn’t will, it’s methodology. Practitioners are expected to scale delivery rigor without the tools to codify it.
Who this is for
Senior HR Business Partner in a global consultancy or multinational enterprise, operating at the intersection of people strategy and operational execution. They advise business units, influence policy, and now are being asked to own service delivery frameworks.
Who this is not for
Entry-level HR coordinators, payroll administrators, or practitioners focused solely on recruitment or benefits administration.
What you walk away with
- Lead ISO 20000-aligned service delivery initiatives with confidence and precision
- Document HR service workflows that meet international audit and compliance thresholds
- Position yourself as the internal architect of standardized HR service models
- Accelerate stakeholder buy-in using pre-validated templates and implementation sequences
- Expand your portfolio to include formal service management oversight within HR
The 12 modules (with all 144 chapters)
Module 1. Why ISO 20000 Matters for HR Service Delivery
Introduces the relevance of ISO 20000 to HR as a service function, showing how service management standards reduce operational drift and increase executive trust in HR-led initiatives.
12 chapters in this module
- Mapping HR service delivery to ISO 20000 principles
- How service standards reduce regional friction in HR ops
- Case example: HR service rollout in APAC with ISO alignment
- Differentiating ITIL from ISO 20000 in people operations
- When HR inherits service delivery responsibilities post-M&A
- Service catalogue design for global HR functions
- Aligning HR service timelines with business quarter cycles
- Stakeholder expectations across legal, compliance, and finance
- Documenting service level expectations for HR offerings
- Integrating feedback loops into HR service design
- Measuring service maturity in people operations
- Common pitfalls when HR adopts service frameworks
Module 2. Core Components of ISO 20000 for Non-IT Functions
Breaks down the standard’s clauses into HR-relevant practices, focusing on service delivery, service reporting, and continual improvement.
12 chapters in this module
- Service delivery planning in multi-region HR teams
- Designing service level agreements for internal clients
- Managing HR service changes without disrupting delivery
- Incident escalation paths for employee-facing services
- Service reporting metrics that resonate with leadership
- Continual improvement cycles for HR service models
- Defining ownership of HR service KPIs
- Integrating compliance checks into service reviews
- Documenting HR service continuity plans
- Risk assessments for HR service delivery
- Third-party vendor coordination under HR service plans
- How to audit your own HR service delivery framework
Module 3. HR Service Catalogue Design
Guides the creation of a structured HR service catalogue that maps to ISO 20000 requirements and business unit needs.
12 chapters in this module
- Inventorying current HR services by function
- Categorizing services as advisory, transactional, or strategic
- Defining scope and exclusions for each service
- Setting service level expectations per region
- Documenting service dependencies and handoffs
- Aligning service definitions with local labor law
- Versioning the HR service catalogue
- Maintaining service definitions across reorgs
- Service ownership assignment templates
- Publishing the catalogue for internal stakeholders
- Integrating feedback from business units
- Updating the catalogue during M&A integration
Module 4. Stakeholder Alignment and Buy-In
Covers how to secure early support from business units, legal, and compliance when launching standardized HR services.
12 chapters in this module
- Identifying core stakeholders in HR service rollout
- Building a coalition of regional HR leads
- Creating a value narrative for business unit leaders
- Presenting ISO 20000 benefits without jargon
- Anticipating pushback from decentralized teams
- Using pilot programs to demonstrate results
- Measuring stakeholder sentiment pre-implementation
- Engaging compliance and risk teams early
- Aligning with finance on cost transparency
- Facilitating cross-regional service alignment sessions
- Documenting commitments from leadership
- Scaling buy-in after initial success
Module 5. Documenting HR Service Processes
Teaches how to document processes to meet ISO 20000’s control requirements while remaining usable for practitioners.
12 chapters in this module
- Process mapping for HR employee lifecycle services
- Standardizing onboarding and offboarding workflows
- Creating visual process flows for global teams
- Embedding compliance checkpoints in HR processes
- Version control for HR process documentation
- Assigning process owners and reviewers
- Linking process steps to ISO 20000 controls
- Integrating HRIS system outputs into process maps
- Documenting exceptions and escalations
- Automating documentation updates using templates
- Auditing process adherence across regions
- Updating documentation after regulatory changes
Module 6. Service Level Agreements for Internal Clients
Shows how to define, negotiate, and track SLAs between HR and business units.
12 chapters in this module
- Defining service expectations for HR support
- Setting response and resolution times for HR queries
- Measuring SLA adherence across time zones
- Reporting SLA performance to business leaders
- Revising SLAs after feedback cycles
- Handling breaches without escalation fatigue
- SLA templates tailored for HR functions
- Linking SLAs to employee experience metrics
- Integrating SLA data into quarterly reviews
- Aligning SLAs with HRIS reporting capabilities
- Documenting SLA exceptions and approvals
- Renewing SLAs across fiscal cycles
Module 7. Change Management in HR Service Delivery
Covers how to manage changes to HR services without disrupting employee experience or compliance.
12 chapters in this module
- Change request intake for HR services
- Assessing impact of changes on HR operations
- Approval workflows for HR service changes
- Communicating changes to regional teams
- Scheduling changes during low-volume periods
- Testing HR service changes in sandbox environments
- Rolling back changes when needed
- Documenting change history for audits
- Linking change records to ISO 20000 requirements
- Change advisory board composition for HR
- Automating change tracking using templates
- Post-implementation change reviews
Module 8. Incident and Problem Management
Teaches how to structure incident response and root cause analysis for HR service disruptions.
12 chapters in this module
- Defining HR service incidents vs. requests
- Classifying incident severity for HR issues
- Routing incidents to the right HR team
- Escalation paths for high-impact HR incidents
- Root cause analysis techniques for HR ops
- Documenting problem records and action plans
- Trending HR incident data for improvement
- Integrating incident data with HRIS logs
- Linking problem records to service improvements
- Reporting incident metrics to leadership
- Reducing repeat incidents through process change
- Auditing incident management compliance
Module 9. Continual Service Improvement
Guides the implementation of feedback loops and improvement cycles for HR services.
12 chapters in this module
- Designing employee feedback mechanisms for HR
- Analyzing service satisfaction survey results
- Benchmarking HR services against peer firms
- Prioritizing improvements based on impact
- Running improvement workshops with HR teams
- Documenting improvement initiatives
- Measuring improvement outcomes over time
- Linking CSI efforts to ISO 20000 requirements
- Creating a CSI calendar for HR functions
- Integrating vendor performance into CSI
- Reporting improvement results to stakeholders
- Sustaining improvement momentum after rollout
Module 10. Internal Audit and Compliance Preparation
Prepares HR leads to pass ISO 20000 reviews and demonstrate compliance without external consultants.
12 chapters in this module
- Preparing for an internal ISO 20000 audit
- Gathering evidence for service management controls
- Conducting pre-audit self-assessments
- Training HR teams on audit readiness
- Responding to auditor questions confidently
- Documenting corrective actions
- Using audit findings to improve service delivery
- Aligning HR practices with ISO 20000 clauses
- Generating auditor-friendly reports
- Maintaining compliance between audits
- Integrating audit feedback into service design
- Reducing future audit scope with better prep
Module 11. Vendor and Third-Party Coordination
Covers how to manage external partners within an ISO 20000-aligned HR service model.
12 chapters in this module
- Assessing vendor alignment with ISO 20000
- Including service standards in vendor contracts
- Monitoring vendor SLA performance
- Managing vendor changes to HR services
- Auditing third-party service delivery
- Integrating vendor systems with HR service workflows
- Escalating vendor issues within service frameworks
- Documenting vendor dependencies
- Vendor risk assessments for HR services
- Renewing vendor contracts with ISO compliance
- Terminating vendor relationships smoothly
- Maintaining continuity during vendor transitions
Module 12. Sustaining HR Service Excellence
Focuses on maintaining momentum, updating frameworks, and expanding scope after initial ISO 20000 implementation.
12 chapters in this module
- Creating a service management governance board
- Rotating service ownership across HR regions
- Updating service models after leadership changes
- Incorporating new business units into service frameworks
- Expanding service scope to new HR functions
- Training new HR staff on service standards
- Conducting annual service model reviews
- Benchmarking HR service maturity over time
- Sharing best practices across global teams
- Recognizing teams for service excellence
- Scaling documentation with minimal overhead
- Future-proofing HR service models against disruption
How this maps to your situation
- HR service delivery standardization
- Cross-regional operational alignment
- Compliance and audit readiness
- Expansion of HR operational remit
Before vs. after
Before
HR services are delivered inconsistently across regions, with no formal framework to ensure compliance, scalability, or audit readiness.
After
HR operates under a documented, ISO 20000-aligned service model that supports global consistency, stakeholder trust, and expanded operational remit.
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 3 weeks, or one intensive weekend.
If nothing changes
Without a formal service management framework, HR risks being bypassed in strategic decisions, seen as reactive rather than operational, and unable to scale delivery in line with business growth.
How this compares to the alternatives
Generic HR leadership courses focus on soft skills and strategy. This course delivers a concrete, standards-based framework for operationalizing HR services , the exact capability needed to expand your remit and lead implementation in the field.
Frequently asked
Is this only for IT teams?
No. This course adapts ISO 20000 specifically for HR and non-IT service delivery roles, focusing on people operations and compliance alignment.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me lead ISO 20000 audits?
Yes. You’ll learn how to prepare, respond, and demonstrate compliance , even if you’re not an auditor.
$199 one-time. 90 minutes per week for 3 weeks, or one intensive weekend..
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