A tailored course, built for your situation
Reference of choice on cross-functional service management calls
Become the practitioner peers request by name when aligning service delivery across teams
$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 practitioner in technology consulting who leads cross-functional delivery and governance initiatives
Who this is not for
Individuals seeking entry-level certification prep or generic ITIL training
What you walk away with
- Lead service management alignment using ISO 20000 as a unifying framework
- Become the named reference on cross-team coordination calls
- Deliver audit-ready service documentation in half the cycle time
- Shape internal best practices that persist beyond project lifecycles
- Influence peer teams without direct authority by being the source of repeatable methods
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in consulting environments
Understand how ISO 20000 applies specifically to high-velocity consulting engagements, not just internal IT departments. Learn to distinguish advisory applications from compliance-only usage.
12 chapters in this module
- Defining service management scope
- Role of service owner
- Service lifecycle mapping
- Linking ISO 20000 to client outcomes
- Consultancy-specific control gaps
- Integrating with Agile delivery
- Stakeholder expectation mapping
- Service catalogue design principles
- Incident linkage to SLAs
- Problem management thresholds
- Change advisory best practices
- Configuration baseline establishment
Module 2. Aligning ISO 20000 with Gen AI service delivery
Map generative AI service patterns to ISO 20000 controls, ensuring emerging offerings meet service management standards from day one.
12 chapters in this module
- AI service boundary definition
- Model deployment lifecycle
- Prompt version control
- AI service level agreements
- Incident escalation for AI outputs
- Human-in-the-loop integration
- Feedback loop architecture
- Model drift monitoring
- Service desk readiness
- Training data lineage tracking
- Model rollback procedures
- AI cost transparency reporting
Module 3. Stakeholder alignment across delivery silos
Develop techniques to gain voluntary adherence from peer teams by making ISO 20000 the path of least resistance.
12 chapters in this module
- Identifying hidden stakeholders
- Pre-implementation signaling
- Neutral terminology use
- Cross-functional RACI design
- Service transition checklists
- Inter-team SLA negotiation
- Conflict de-escalation scripts
- Change resistance mapping
- Influence without authority
- Trust-building milestones
- Feedback integration design
- Post-mortem leadership
Module 4. Building auditable service documentation
Create living documents that satisfy auditors while remaining useful to delivery teams.
12 chapters in this module
- Document purpose classification
- Version control integration
- Automated evidence collection
- Control mapping templates
- Audit trail integrity
- Review cycle scheduling
- Ownership assignment rules
- Cross-referencing standards
- Plain language translation
- Visual process mapping
- Dynamic document updates
- Stakeholder access levels
Module 5. Designing repeatable service artefacts
Develop templates and playbooks that compound value across engagements and reduce reinvention.
12 chapters in this module
- Artefact modularity principles
- Template governance
- Reusability scoring
- Context adaptation rules
- Pattern library maintenance
- Team onboarding integration
- Client customization framework
- Version migration strategy
- Usage tracking mechanisms
- Feedback incorporation loops
- Ownership transition plans
- Decommissioning criteria
Module 6. Leading service transition initiatives
Guide teams through handoffs from project to operations using ISO 20000 as the bridge.
12 chapters in this module
- Readiness assessment design
- Knowledge transfer protocols
- Operational sign-off criteria
- Support model alignment
- Monitoring handover
- Incident ownership transfer
- SLA validation process
- Service acceptance testing
- Post-transition review
- Performance baseline setting
- Ongoing compliance checks
- Lessons learned integration
Module 7. Integrating ISO 20000 with client-specific frameworks
Adapt ISO 20000 to coexist with client mandates like COBIT or SOC 2 without diluting its value.
12 chapters in this module
- Framework overlap analysis
- Control harmonization
- Gap coverage strategy
- Client audit alignment
- Custom control tagging
- Evidence consolidation
- Reporting simplification
- Stakeholder briefing templates
- Risk coverage mapping
- Compliance efficiency gains
- Framework-specific playbooks
- Client-specific playbook indexing
Module 8. Mastering service level management
Go beyond SLA tracking to design service levels that shape behavior and accountability.
12 chapters in this module
- SLA behavioral influence
- KPI selection strategy
- Penalty design ethics
- Incentive alignment
- Threshold justification
- Reporting frequency rules
- Escalation pathway design
- Service credit frameworks
- Performance review rhythm
- Continuous improvement triggers
- Customer satisfaction linkage
- Remediation workflow design
Module 9. Driving continual service improvement
Embed improvement cycles into service delivery so upgrades happen without dedicated initiatives.
12 chapters in this module
- Improvement opportunity tagging
- Feedback capture design
- Impact-effort prioritization
- Change integration rhythm
- Success metric definition
- Baseline comparison methods
- Stakeholder validation
- Post-implementation review
- Knowledge capture rules
- Scaling successful pilots
- Failure tolerance design
- Improvement velocity tracking
Module 10. Managing third-party service providers
Extend ISO 20000 principles to vendor relationships to maintain service integrity.
12 chapters in this module
- Vendor pre-qualification
- Contractual control alignment
- Performance monitoring
- Audit rights negotiation
- Security control verification
- Incident response coordination
- Change management integration
- Data ownership terms
- Exit strategy planning
- Subcontractor oversight
- Compliance certification review
- Relationship governance model
Module 11. Communicating service management value
Frame service management outcomes in business terms that resonate across audiences.
12 chapters in this module
- Value narrative construction
- Executive summary templates
- Risk reduction quantification
- Cost avoidance examples
- Client retention linkage
- Innovation enablement claims
- Downtime impact analysis
- Reputation protection
- Compliance efficiency
- Stakeholder-specific messaging
- Success story packaging
- Presentation rhythm design
Module 12. Sustaining service leadership
Ensure your methods outlast individual projects and become embedded practice.
12 chapters in this module
- Leadership transition planning
- Successor development
- Institutional memory capture
- Policy survival design
- Ongoing training integration
- Community of practice building
- Mentorship program launch
- Internal advocacy strategy
- Knowledge sharing rhythm
- Standards evolution tracking
- Lessons integration system
- Legacy impact measurement
How this maps to your situation
- Leading cross-functional alignment in consulting
- Integrating new technology within service frameworks
- Gaining peer team buy-in without authority
- Producing durable, reusable governance artefacts
Before vs. after
Before
Coordinating across teams requires constant renegotiation and reinvention
After
Peers proactively request your input and adopt your methods as standard
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 3 hours per week for 6 weeks to complete all modules and apply templates
If nothing changes
Without structured service leadership, even the most innovative projects erode into siloed operations and repeatable failures
How this compares to the alternatives
Unlike generic ISO 20000 training, this course focuses exclusively on consulting environments and cross-functional leadership, giving you actionable methods others can't replicate
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this cover ITIL?
Only as it relates to ISO 20000 implementation, focus stays on standards alignment, not certification prep.
Is this relevant for Gen AI projects?
Yes, module 2 maps ISO 20000 controls directly to AI service delivery lifecycles.
$199 one-time. Approximately 3 hours per week for 6 weeks to complete all modules and apply templates.
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