A tailored course, built for your situation
Mastering ISO 20000 for Human Resources Business Partners
A step-by-step guide to aligning service management with people strategy in complex organizations
$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 own service frameworks but lack the structured methodology to claim decision authority
The situation this course is for
Without a clear framework, HRBP input is treated as advisory rather than authoritative, leading to misaligned service delivery, inconsistent employee experiences, and lost influence on operational design.
Who this is for
Strategic Human Resources Business Partner in a regulated, matrixed organization driving service standardization
Who this is not for
Transactional HR generalists, payroll administrators, or recruiters not involved in operational process design
What you walk away with
- Define and lock the HR service catalog without requiring cross-functional consensus
- Set SLA thresholds for employee lifecycle services with executive backing
- Own the incident response workflow for critical people systems without escalation delays
- Drive continuous improvement cycles tied to workforce planning with documented rigor
- Present service performance metrics that align HR outcomes with operational KPIs
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 in the HR Context
Explore how service management principles apply specifically to human resources functions and where HRBPs can assert formal control over service definitions.
12 chapters in this module
- Mapping HR service delivery to ISO 20000's core clauses
- Identifying where HR owns end-to-end service ownership
- Differentiating advisory input from decision authority
- Case study: HR-led service catalog redesign at a defense contractor
- Aligning employee experience goals with service level agreements
- Common misconceptions about HR’s role in ITSM
- How ISO 20000 supports workforce agility
- Documenting HR’s formal service responsibilities
- Integrating HR service metrics into operational reporting
- Establishing clear boundaries between HR, IT, and facilities
- Recognizing when HR should lead versus consult
- Building executive confidence in HR-driven service change
Module 2. Defining the HR Service Catalog
Take full control over which HR services are offered, how they’re named, and what they include, without needing approval from IT or operations.
12 chapters in this module
- Scoping employee onboarding as a formal service offering
- Designing tiered support levels for HR inquiries
- Naming conventions that reflect organizational hierarchy
- Documenting service scope and exclusions clearly
- Assigning ownership for each catalog item
- Version control for service definitions over time
- Linking catalog items to compliance requirements
- Managing requests versus incidents in HR systems
- Establishing service portfolio governance
- Integrating feedback loops into catalog updates
- Aligning with talent acquisition timelines
- Presenting the catalog to leadership for endorsement
Module 3. Setting SLAs for HR Services
Determine response and resolution times for employee cases, owning the performance standard without compromise from shared platforms.
12 chapters in this module
- Defining SLA bands for high-impact employee issues
- Setting realistic resolution windows for global teams
- Balancing compliance deadlines with service capacity
- Documenting SLA exceptions and business justifications
- Negotiating thresholds with internal support partners
- Publishing SLA performance transparently
- Using SLA data to justify HR staffing decisions
- Handling SLA breaches without escalation fatigue
- Integrating on-call schedules into HR support models
- Tying SLA adherence to manager accountability
- Automating SLA tracking in non-IT systems
- Reviewing and revising SLAs quarterly
Module 4. Incident Management Ownership
Control how critical HR system failures are reported, prioritized, and resolved, without defaulting to IT's incident framework.
12 chapters in this module
- Classifying HR system incidents by business impact
- Establishing primary notification paths for payroll issues
- Defining severity levels specific to workforce events
- Creating escalation paths that bypass general help desks
- Documenting workarounds for urgent people needs
- Coordinating with legal and compliance during incidents
- Managing communication during service disruptions
- Logging incidents in non-IT tracking systems
- Conducting post-incident reviews with cross-functional leads
- Updating runbooks based on incident learnings
- Preventing recurrence through policy adjustments
- Reporting incident trends to executive leadership
Module 5. Problem Management Integration
Lead root cause analysis for recurring HR service failures and own the action plan, without waiting for external teams to initiate.
12 chapters in this module
- Identifying patterns in employee support tickets
- Initiating problem investigations without IT approval
- Facilitating cross-functional RCA workshops
- Documenting known errors in service knowledge bases
- Tracking permanent fixes to HR process gaps
- Linking problem resolution to policy updates
- Measuring reduction in repeat incidents over time
- Prioritizing problem resolution by business risk
- Integrating feedback from employee surveys
- Using analytics to predict problem clusters
- Escalating unresolved issues to executive sponsors
- Closing the loop with affected employee groups
Module 6. Change Management for HR Processes
Own the approval and rollout of changes to HR services, ensuring agility while maintaining compliance and consistency.
12 chapters in this module
- Classifying HR changes by risk and impact
- Creating a dedicated HR change advisory board
- Standardizing change requests across departments
- Defining emergency change protocols for payroll
- Documenting rollback plans for failed changes
- Aligning change timelines with fiscal cycles
- Communicating change impacts to employees
- Testing changes in non-production environments
- Obtaining digital approvals for low-risk changes
- Auditing change compliance after implementation
- Tracking change success with service metrics
- Reducing change failure rates over time
Module 7. Configuration Management for HR Assets
Maintain authoritative records of HR-owned systems, integrations, and data flows, without dependency on IT’s CMDB.
12 chapters in this module
- Identifying critical HR configuration items
- Defining ownership of HR system interfaces
- Documenting data flows between HR and payroll
- Mapping integrations with third-party vendors
- Establishing version control for HR forms
- Maintaining an HR-specific configuration register
- Linking CIs to compliance audit requirements
- Updating records after system changes
- Auditing configuration accuracy quarterly
- Sharing CI data with security teams securely
- Using CI maps to accelerate incident response
- Training HR staff on configuration hygiene
Module 8. Service Level Agreement Negotiation
Lead formal discussions with internal partners to secure commitments that support HR service delivery targets.
12 chapters in this module
- Preparing for SLA discussions with legal
- Negotiating turnaround times with background check vendors
- Setting expectations with benefits administrators
- Documenting mutual obligations in partnership agreements
- Establishing performance penalties for vendors
- Renewing SLAs with updated market benchmarks
- Handling disputes over service performance
- Aligning partner SLAs with internal commitments
- Reporting vendor performance to procurement
- Integrating SLA health into relationship reviews
- Terminating underperforming vendor contracts
- Transitioning services during vendor offboarding
Module 9. Continuous Improvement in HR Services
Own the formal cycle of refining HR service delivery, setting goals, measuring progress, and implementing changes without waiting for external prompts.
12 chapters in this module
- Defining KPIs for HR service effectiveness
- Collecting employee feedback systematically
- Benchmarking against industry standards
- Conducting quarterly service reviews
- Prioritizing improvements by impact and effort
- Developing action plans with accountable owners
- Measuring progress on improvement initiatives
- Integrating innovation into standard cycles
- Reporting gains to executive leadership
- Sustaining improvements after implementation
- Sharing best practices across locations
- Adjusting strategy based on workforce trends
Module 10. Integration of HR and IT Service Management
Assert HR’s role in shared service platforms while maintaining distinct decision rights over people-related processes.
12 chapters in this module
- Defining boundaries between HR and IT service ownership
- Coordinating incident management across teams
- Aligning change schedules for integrated systems
- Sharing SLA performance data appropriately
- Resolving ownership conflicts over shared tools
- Establishing joint governance forums
- Managing data privacy in integrated platforms
- Handling access requests across domains
- Documenting shared responsibilities clearly
- Improving collaboration without losing autonomy
- Escalating unresolved issues to leadership
- Reviewing integration health annually
Module 11. Reporting on HR Service Performance
Produce authoritative reports that link HR service quality to business outcomes, without relying on IT or finance to generate insights.
12 chapters in this module
- Selecting metrics that reflect HR’s service value
- Designing dashboards for executive audiences
- Automating data pulls from HR systems
- Validating data accuracy before publication
- Narrating performance trends over time
- Aligning reports with compliance cycles
- Benchmarking against peer organizations
- Presenting findings to senior leadership
- Responding to stakeholder questions
- Revising reports based on feedback
- Archiving historical reports securely
- Training team members on report ownership
Module 12. Sustaining HR Service Excellence
Ensure long-term adoption of service standards through governance, training, and cultural reinforcement.
12 chapters in this module
- Establishing HR service governance committees
- Onboarding new hires into service standards
- Conducting refresher training annually
- Updating documentation after leadership changes
- Auditing adherence to HR service policies
- Recognizing teams that exemplify service excellence
- Sharing success stories across the organization
- Adjusting frameworks based on audit findings
- Maintaining certification readiness continuously
- Integrating new regulations into service design
- Evolving the HR service model proactively
- Documenting lessons for future leaders
How this maps to your situation
- HRBPs now expected to lead service design
- ISO 20000 revision expands HR-relevant clauses
- Increased scrutiny on employee experience metrics
- Defensibility through documented service ownership
Before vs. after
Before
HR service decisions require consensus, approvals, or deference to IT and operations teams.
After
You own the HR service framework, making final calls on design, SLAs, incidents, and improvements without escalation.
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 module, designed for completion over three weeks with weekend flexibility.
If nothing changes
Without structured ownership, HR remains reactive, dependent on others to define service standards and missing opportunities to demonstrate strategic impact.
How this compares to the alternatives
Generic HR certifications don't address service management ownership. Internal training lacks ISO 20000 specificity. This course delivers a tailored path to operational authority in service delivery.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me gain decision authority in my current role?
Yes, each module builds your ability to define, measure, and govern HR services independently, with templates and narratives that earn executive backing.
Is prior experience with ISO 20000 required?
No. The course starts from foundational concepts and applies them directly to HR contexts.
$199 one-time. Approximately 90 minutes per module, designed for completion over three weeks with weekend flexibility..
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