A tailored course, built for your situation
Mastering ISO 20000 for Executive Support Professionals
Deliver seamless service coordination with recognized standards
$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 professional in a regulated, multi-team environment who enables high-level coordination and operational continuity
Who this is not for
Entry-level admins, IT-only service managers, or professionals outside of operational support roles
What you walk away with
- Lead service coordination efforts using ISO 20000 principles without formal IT training
- Produce standardized handover documents that reduce onboarding time
- Anticipate scheduling and resource conflicts using service lifecycle models
- Be the first call when cross-team workflows stall
- Document repeatable support processes that survive leadership changes
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and Its Role in Executive Support
Understand how service management standards apply beyond IT and directly support executive-level coordination and continuity.
12 chapters in this module
- Defining ISO 20000 in non-technical language
- How service standards reduce executive disruption
- The five core components of service lifecycle
- Mapping ISO 20000 to daily support tasks
- Why standards build trust across departments
- Real-world examples from defense and aerospace firms
- How ISO 20000 differs from other frameworks
- The role of documentation in service delivery
- Recognizing service breakdown patterns early
- Building credibility through consistency
- Integrating standards into calendar management
- Measuring service impact beyond uptime
Module 2. Service Request Management for Non-IT Roles
Handle requests from executives and teams with structured workflows that scale without adding complexity.
12 chapters in this module
- Identifying service requests in email and meetings
- Categorizing requests by urgency and scope
- Creating lightweight intake templates
- Routing requests without bottlenecks
- Setting expectations on resolution time
- Tracking status without spreadsheets
- Escalation paths for time-sensitive needs
- Documenting resolution steps clearly
- Using templates to reduce repeat questions
- Integrating request tracking with calendars
- Measuring request resolution efficiency
- Avoiding duplication across support roles
Module 3. Incident Coordination Across Teams
Act as the central node when disruptions occur, ensuring rapid resolution without formal authority.
12 chapters in this module
- Recognizing incidents vs. routine tasks
- Initiating informal incident response
- Notifying stakeholders with clarity
- Documenting incident context quickly
- Coordinating availability during outages
- Using status updates to reduce noise
- Linking incidents to executive priorities
- Creating post-incident summaries
- Identifying recurring incident patterns
- Reducing executive exposure to downtime
- Building trust through consistent updates
- Integrating incident notes into future planning
Module 4. Change Management for Executive Workflows
Guide transitions in scheduling, tools, and team structures using proven change control principles.
12 chapters in this module
- Identifying planned vs. unplanned changes
- Assessing impact on executive availability
- Creating change advisory checklists
- Documenting change rationale clearly
- Scheduling changes around key dates
- Communicating changes to stakeholders
- Tracking approvals informally
- Managing rollback steps when needed
- Reducing surprise from team reorgs
- Aligning change timing with audit cycles
- Using change logs to improve planning
- Building a reputation for smooth transitions
Module 5. Service Level Agreements in Support Contexts
Define and manage expectations for responsiveness and availability without formal SLA documents.
12 chapters in this module
- Translating SLAs into practical commitments
- Setting implicit SLAs for email response
- Balancing multiple executive expectations
- Documenting agreed response windows
- Handling SLA breaches gracefully
- Using SLAs to prioritize tasks
- Negotiating turnaround times effectively
- Adjusting SLAs during high-demand periods
- Measuring adherence without formal tools
- Communicating SLA updates proactively
- Avoiding overcommitment across teams
- Building trust through consistency
Module 6. Configuration Management for Schedules and Resources
Maintain accurate records of executive availability, tools, and team structures to prevent misalignment.
12 chapters in this module
- Defining configuration items in support work
- Tracking executive calendar constraints
- Documenting tool access and permissions
- Managing team structure changes
- Creating visual configuration maps
- Updating records after changes
- Using CMDB concepts without technical systems
- Linking configurations to scheduling risks
- Auditing accuracy before key events
- Reducing onboarding time for new staff
- Integrating configuration updates into routines
- Ensuring continuity during absences
Module 7. Problem Management and Root Cause Identification
Move beyond fixing symptoms to identifying patterns that cause recurring disruptions.
12 chapters in this module
- Distinguishing problems from incidents
- Gathering context for recurring issues
- Using simple root cause techniques
- Documenting problem timelines clearly
- Identifying systemic gaps in workflows
- Proposing adjustments without overreach
- Linking problems to framework improvements
- Reducing repeat executive interruptions
- Creating problem resolution summaries
- Building credibility through insight
- Integrating findings into planning
- Preventing escalation through early action
Module 8. Knowledge Management for Executive Support
Build and maintain accessible information that reduces dependency on tribal knowledge.
12 chapters in this module
- Identifying knowledge gaps in onboarding
- Creating simple reference documents
- Organizing information by use case
- Using templates to standardize outputs
- Updating knowledge after changes
- Sharing information without overloading
- Protecting sensitive executive details
- Linking knowledge to service requests
- Measuring knowledge effectiveness
- Reducing repeat questions from teams
- Building institutional memory
- Ensuring continuity during transitions
Module 9. Service Reporting and Visibility for Non-IT Roles
Generate insights from support activities that demonstrate value and inform planning.
12 chapters in this module
- Defining meaningful service metrics
- Tracking scheduling conflicts and resolutions
- Measuring request volume and types
- Creating simple monthly summaries
- Visualizing workload distribution
- Highlighting risk mitigation efforts
- Linking activities to executive priorities
- Reporting without technical tools
- Using reports to guide planning
- Demonstrating impact to stakeholders
- Improving transparency across teams
- Building a case for process improvements
Module 10. Continual Improvement in Support Functions
Apply ISO 20000’s continual improvement cycle to enhance reliability and responsiveness.
12 chapters in this module
- Identifying improvement opportunities
- Using feedback from executives and peers
- Prioritizing changes based on impact
- Testing small adjustments safely
- Documenting improvement outcomes
- Sharing wins without self-promotion
- Linking improvements to standards
- Reducing friction in recurring tasks
- Building momentum for change
- Measuring progress over time
- Sustaining improvements through routines
- Becoming a model for operational excellence
Module 11. Stakeholder Communication and Expectation Management
Align diverse teams and executives around shared service goals and timelines.
12 chapters in this module
- Mapping stakeholders in support workflows
- Understanding different communication styles
- Setting clear expectations proactively
- Managing conflicting priorities gracefully
- Using updates to reduce follow-ups
- Documenting agreements clearly
- Escalating appropriately without overreach
- Building trust through reliability
- Reducing executive intervention needs
- Aligning teams around service standards
- Improving cross-functional collaboration
- Being known as the clarity anchor
Module 12. Implementing ISO 20000 Principles Without Formal Authority
Lead by influence and consistency, embedding standards through daily practice.
12 chapters in this module
- Starting small with high-impact changes
- Demonstrating value through results
- Using templates to scale consistency
- Gaining informal buy-in from peers
- Documenting successes without self-promotion
- Integrating standards into routines
- Maintaining momentum during busy periods
- Adapting principles to non-IT contexts
- Building recognition through reliability
- Creating playbooks for future staff
- Ensuring sustainability through documentation
- Becoming the recognized anchor for smooth operations
How this maps to your situation
- When onboarding new executives
- During audit preparation cycles
- After organizational restructuring
- Before major contract renewals
Before vs. after
Before
Managing requests and disruptions reactively, relying on memory and ad-hoc coordination
After
Leading service continuity with structured methods, recognized as the anchor for smooth operations
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 to fit around executive schedules.
If nothing changes
Without structured service management practices, even high-performing support roles risk being seen as reactive rather than strategic, missing opportunities to be formally recognized for their operational impact.
How this compares to the alternatives
Unlike generic productivity courses, this program embeds ISO 20000 standards into real-world support scenarios, giving you a recognized framework to elevate your role beyond task management.
Frequently asked
Do I need IT experience to benefit from this course?
No. The course translates ISO 20000 into practical, non-technical practices for executive support roles.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Can I apply this without formal authority?
Yes. The course focuses on influence through consistency, documentation, and proactive coordination.
$199 one-time. Approximately 3 hours per module, designed to fit around executive schedules..
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