A tailored course, built for your situation
Mastering ISO 20000 for Executive Support Practitioners
Operational excellence through service management mastery
$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
Executive support professionals in complex, multi-unit organizations who enable leadership efficiency and operational consistency
Who this is not for
Entry-level admins, virtual assistants without cross-functional scope, or those not involved in recurring operational coordination across teams
What you walk away with
- Apply ISO 20000 principles to standardize executive-facing workflows across departments
- Anticipate and shape service delivery expectations before requests escalate
- Serve as the reference point for service management alignment across regions
- Document reusable coordination protocols that survive leadership changes
- Lead the design of service level agreements for internal executive support tracks
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 and Its Relevance to Executive Operations
Explore how service management standards directly support executive effectiveness and organizational coherence.
12 chapters in this module
- What ISO 20000 standardizes
- Service lifecycle phases
- Executive operations as service delivery
- Mapping support workflows to SLAs
- Internal customer expectations
- Service catalog basics
- Incident vs request handling
- Change control in leadership contexts
- Availability planning for executives
- Capacity in scheduling workflows
- Service continuity fundamentals
- Measuring support responsiveness
Module 2. Service Level Agreements in Executive Support Contexts
Design clear, repeatable agreements between support roles and business units.
12 chapters in this module
- Identifying service consumers
- Defining support scope
- Response time benchmarks
- Escalation path design
- Ownership clarity
- Documenting SLA terms
- Review cycles
- Adjusting for executive schedules
- Cross-regional SLA alignment
- Tracking compliance
- Renewal triggers
- SLA communication plan
Module 3. Incident Management for Leadership Disruptions
Turn unexpected disruptions into structured, traceable workflows.
12 chapters in this module
- Classifying leadership incidents
- Triage protocols
- Urgency vs impact scoring
- Temporary workarounds
- Stakeholder notification
- Resolution tracking
- Post-incident review timing
- Lessons capture
- Template-based reporting
- Linking to calendar impacts
- Vendor-related incidents
- Executive availability recovery
Module 4. Change Enablement for Executive Workflows
Manage updates to schedules, priorities, and processes without disruption.
12 chapters in this module
- Change request initiation
- Standard change identification
- Approval workflows
- Scheduling windows
- Communication plan
- Rollback conditions
- Change calendar alignment
- Executive consultation timing
- Documenting change history
- Post-change review
- Risk assessment for high-impact changes
- Linking changes to service level impact
Module 5. Configuration Management for Executive Assets
Maintain accurate records of tools, access, and responsibilities.
12 chapters in this module
- Asset inventory scope
- Configuration items definition
- Ownership tracking
- Access control alignment
- Software license tracking
- Device assignment logs
- Secure storage of credentials
- CI database structure
- Relationship mapping
- Audit readiness for CI records
- Update frequency
- Executive-specific configuration
Module 6. Problem Management to Prevent Recurring Disruptions
Shift from reactive fixes to root cause prevention.
12 chapters in this module
- Problem identification triggers
- Root cause analysis methods
- Trend analysis of incidents
- Known error database
- Workaround documentation
- Permanent fix planning
- Change coordination
- Problem prioritization
- Cross-functional ownership
- Executive time recovery tracking
- Post-resolution validation
- Problem closure criteria
Module 7. Service Request Fulfillment for Executive Needs
Standardize responses to common requests while maintaining flexibility.
12 chapters in this module
- Cataloging request types
- Request lifecycle
- Automation opportunities
- Approval thresholds
- Fulfillment timelines
- Template use
- Delegation rules
- Escalation paths
- Tracking completion
- User satisfaction follow-up
- Request reuse patterns
- Executive preference integration
Module 8. Access Management Aligned to Executive Sensitivity
Secure access while enabling rapid response.
12 chapters in this module
- Access roles definition
- Permission levels
- Request workflow
- Approval timing
- Temporary access grants
- Review cycles
- Revocation triggers
- Audit logging
- Sensitive data handling
- Multi-factor enforcement
- Remote access policy
- Executive delegation rules
Module 9. Continuity Planning for Executive Disruption
Ensure leadership continuity during unforeseen events.
12 chapters in this module
- Threat identification
- Critical function mapping
- Backup schedule design
- Succession communication
- Data availability assurance
- Emergency contact protocols
- Location-independent access
- Recovery time objectives
- Executive availability SLAs
- Testing scenarios
- Drill coordination
- Plan maintenance
Module 10. Measuring and Reporting on Executive Support Performance
Turn operational data into insight for improvement and visibility.
12 chapters in this module
- KPI selection
- Performance dashboards
- Incident trend analysis
- SLA compliance reporting
- Service request volume tracking
- Resolution time benchmarks
- User feedback collection
- Executive satisfaction surveys
- Monthly performance reviews
- Improvement initiative identification
- Trend forecasting
- Reporting to senior staff
Module 11. Integrating ISO 20000 with Other Governance Frameworks
Align service management with broader compliance and risk efforts.
12 chapters in this module
- Mapping to NIST CSF
- SOC 2 overlap points
- ISO 27001 alignment
- COBIT integration
- Compliance audit preparation
- Cross-framework documentation
- Control mapping
- Unified reporting
- Shared review cycles
- Common terminology
- Executive summary alignment
- Framework convergence strategy
Module 12. Scaling Executive Support Across Regions and Units
Extend proven practices across the organization.
12 chapters in this module
- Identifying expansion candidates
- Regional adaptation planning
- Knowledge transfer methods
- Standardization vs localization
- Training material development
- Pilot program design
- Feedback integration
- Performance benchmarking
- Governance oversight
- Executive endorsement strategy
- Scaling timeline
- Long-term sustainability
How this maps to your situation
- Onboarding new leadership
- Cross-regional coordination
- Executive transitions
- Organizational restructuring
Before vs. after
Before
Operational demands are reactive, siloed, and inconsistent across units.
After
Executive support functions are proactive, standardized, and recognized as a unifying force across the organization.
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 module, designed for integration with active work cycles.
If nothing changes
Without structured service management, executive support remains ad hoc, limiting scalability and creating dependency on individual availability.
How this compares to the alternatives
Unlike generic project management or administrative courses, this program is tailored to executive support professionals needing to standardize and scale service delivery across complex, multi-unit environments using ISO 20000.
Frequently asked
Is this course relevant to non-technical executive assistants?
Yes, it focuses on service processes, not IT systems, making it ideal for any executive support role managing coordination, access, and continuity.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will I be able to apply this in a defense contractor environment?
Yes, the course emphasizes secure, repeatable processes that align with compliance requirements common in regulated sectors.
$199 one-time. Approximately 3 hours per module, designed for integration with active work cycles..
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