A tailored course, built for your situation
Mastering ISO 20000 for Executive Administrative Partners
The definitive path to structured service delivery leadership
$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.
Overwhelmed by ad-hoc requests and inconsistent escalation paths
The situation this course is for
Even highly organized executive supports face pressure when service expectations shift without formal frameworks. Without structured processes, throughput suffers and trust erodes.
Who this is for
Executive-level administrative professionals in high-governance tech environments managing complex calendars, confidential communications, and cross-functional coordination
Who this is not for
Entry-level assistants, general office coordinators, or those not supporting C-suite stakeholders
What you walk away with
- Own standardized service request workflows aligned with ISO 20000
- Design and deploy SLA-backed calendar governance models
- Structure vendor onboarding using certified service design templates
- Lead internal audits of executive-facing service delivery functions
- Publish internal service catalogs that scale across support teams
The 12 modules (with all 144 chapters)
Module 1. Foundations of ISO 20000 in Executive Support
Understand how ISO 20000 applies to high-throughput administrative environments. Learn to identify where service management principles elevate consistency and trust.
12 chapters in this module
- Service management vs traditional admin work
- Core clauses of ISO 20000 applicable to EA roles
- Mapping executive workflows to service lifecycle
- Stakeholder expectation alignment
- Documented service ownership transitions
- Compliance touchpoints in calendar governance
- Risk register for executive communications
- Service continuity during leadership transitions
- Version control for standing operating procedures
- Audit readiness in confidential environments
- Vendor SLA integration framework
- Measuring service effectiveness
Module 2. Service Catalog Design for Executive Teams
Build a living service catalog that defines what support includes, and what it doesn't. Clarify scope with leadership.
12 chapters in this module
- Defining service boundaries clearly
- Categorizing request types by impact
- Naming service owners explicitly
- Versioning service definitions
- Linking catalog items to calendar rules
- Documenting approval thresholds
- Service level agreement templates
- Escalation path design
- Integrating travel governance
- On-call rotation frameworks
- Budget-aligned service tiers
- Publishing internal service menus
Module 3. Incident Management for Leadership Crises
Turn reactive fires into structured incident responses. Apply ISO 20000 incident handling to executive-level disruptions.
12 chapters in this module
- Identifying executive incident types
- Tiered response protocols
- Time-bound resolution windows
- Status update cadence design
- Cross-team coordination templates
- Documenting root cause briefly
- Maintaining confidentiality
- Post-incident review workflows
- Linking incidents to risk registers
- Tracking repeat events
- Delegating within protocols
- Closing with stakeholder sign-off
Module 4. Change Management for Executive Calendars
Apply formal change control to calendar shifts, priority changes, and scheduling conflicts.
12 chapters in this module
- Defining change types in scheduling
- Standard change vs emergency process
- Approval authority mapping
- Impact assessment for reschedules
- Communicating changes systematically
- Documenting change rationale
- Backout planning for key meetings
- Integrating with comms teams
- Tracking change success rate
- Calendar audit trail creation
- Minimizing leader double-booking
- Updating stakeholder expectations
Module 5. Service Level Agreement Architecture
Design SLAs that reflect real expectations and protect your capacity.
12 chapters in this module
- Baseline response time definitions
- Defining availability windows
- Measuring adherence objectively
- Negotiating SLA terms with execs
- Handling SLA breaches professionally
- Reporting on SLA performance
- Tiered service definitions
- Escalation triggers based on data
- Renewal planning cycles
- Capacity planning alignment
- SLA exceptions log
- Updating SLAs with leadership
Module 6. Vendor Onboarding and Oversight
Institutionalize vendor integration using ISO 20000-aligned controls.
12 chapters in this module
- Pre-contract due diligence checklist
- Defining vendor roles clearly
- SLA alignment with master agreements
- Security clearance workflows
- Access provisioning standards
- Onboarding documentation pack
- Ongoing performance monitoring
- Audit rights for third parties
- Termination process mapping
- Data ownership clauses
- Compliance attestations required
- Vendor exit checklists
Module 7. Business Relationship Management
Strengthen trust between executive and support through structured service reviews.
12 chapters in this module
- Quarterly service review templates
- Capturing leadership feedback systematically
- Tracking initiative alignment
- Reporting on service value
- Identifying unmet needs
- Prioritizing service improvements
- Managing expectation drift
- Documenting informal requests
- Linking service updates to goals
- Presenting service metrics clearly
- Building relationship equity
- Planning future state services
Module 8. Information Security in Executive Support
Embed ISO 20000-aligned security into daily workflows without slowing throughput.
12 chapters in this module
- Classifying information sensitivity
- Handling confidential calendar entries
- Secure comms channel protocols
- Device usage policies
- Data retention rules
- Encryption standards for sharing
- Access revocation triggers
- Incident reporting paths
- Physical document handling
- Travel-related security prep
- Third-party data sharing rules
- Annual security attestation process
Module 9. Internal Audit Readiness
Prepare for compliance reviews with confidence. Demonstrate control consistently.
12 chapters in this module
- Building audit evidence proactively
- Documenting control effectiveness
- Formatting records for review
- Common auditor questions by clause
- Preparing support staff for interviews
- Tracking findings to resolution
- Maintaining version control
- Evidence retention schedules
- Pre-audit walkthrough checklist
- Post-audit action planning
- Demonstrating continuous improvement
- Leveraging audit outcomes for growth
Module 10. Continuous Service Improvement
Systematize feedback and data to evolve service quality over time.
12 chapters in this module
- Defining service KPIs
- Collecting stakeholder input
- Benchmarking against peers
- Identifying improvement areas
- Prioritizing changes by impact
- Piloting new workflows
- Measuring change success
- Documenting lessons learned
- Scaling what works
- Reporting improvement ROI
- Integrating team feedback
- Sustaining improvement momentum
Module 11. Documentation Standards for Executive Teams
Create living, useful documents that stand up to scrutiny and support autonomy.
12 chapters in this module
- Naming conventions for files
- Version control best practices
- Folder structure design
- Access permission rules
- Retention policies
- Archiving completed initiatives
- Template library management
- Searchability enhancements
- Cross-platform sync protocols
- Document ownership tracking
- Review and update cycles
- Delegation of documentation tasks
Module 12. Implementation Playbook Integration
Customize and deploy your personal ISO 20000 blueprint.
12 chapters in this module
- Mapping course tools to current role
- Identifying quick wins first
- Building stakeholder buy-in
- Phasing rollout strategically
- Measuring early success
- Adjusting based on feedback
- Scaling across peer network
- Institutionalizing new habits
- Updating playbook quarterly
- Integrating with HR goals
- Positioning for advancement
- Certifying personal practice
How this maps to your situation
- Executive support under governance pressure
- Need for standardized workflows
- High visibility service delivery
- Strategic growth through structure
Before vs. after
Before
Service delivery varies by day, stakeholder, and memory. Requests slip. Expectations misalign. Trust erodes when consistency fails.
After
Every request flows through a documented system. Stakeholders know what to expect. You operate with authority because controls are clear and auditable.
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 into real workflows, not theoretical study.
If nothing changes
Without structured service management, even top performers hit ceilings where complexity outpaces control. The most strategic roles go to those who can scale trust through systems.
How this compares to the alternatives
Generic admin training fails to address compliance-grade service delivery. This course provides the only path to ISO 20000 mastery tailored specifically for executive administrative partners in regulated environments.
Frequently asked
Who is this course for?
Executive Administrative Partners in high-compliance environments who support C-suite leaders and manage complex, cross-functional workflows.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does the course include certification?
No. It prepares you to implement ISO 20000 principles in practice and pass internal or external audits with confidence.
$199 one-time. Approximately 3 hours per module , designed for integration into real workflows, not theoretical study..
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