A tailored course, built for your situation
Mastering ISO 20000 for Executive Support Leaders in Data Services
Turn service management standards into strategic influence
$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.
Invisible coordination
The situation this course is for
Critical operational work flows through executive assistants daily, yet remains unseen in formal reporting or strategic reviews. Without a standardized way to document and elevate this work, it stays transactional, even when it’s strategic in impact.
Who this is for
Senior executive support professionals in regulated or compliance-driven data services firms who operate at the nexus of leadership priorities and operational execution.
Who this is not for
Entry-level assistants, pure administrative staff, or those not involved in shaping or tracking leadership-facing deliverables.
What you walk away with
- Structure repeatable service workflows aligned with ISO 20000 control objectives
- Anticipate executive needs using standardized service request templates
- Document and escalate operational work in a way that qualifies for leadership review
- Own the service continuity narrative during leadership transitions
- Build visibility into recurring reporting cycles the CEO relies on
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 in Executive Operations
Learn how service management standards apply beyond IT teams and why executive offices are adopting structured workflows.
12 chapters in this module
- What ISO 20000 really governs
- Service lifecycle phases
- Executive office as a service hub
- Integrating leadership calendars with SLA tracking
- Documenting service requests systematically
- From ad-hoc asks to tracked tickets
- Mapping requests to ISO 20000 clauses
- Role of non-technical staff in compliance
- Tracking service continuity
- Escalation without overreach
- Aligning with CEO expectations
- Why visibility matters in operations
Module 2. Service Request Standardization
Turn informal requests into structured inputs with consistent intake, classification, and routing rules.
12 chapters in this module
- Types of executive service requests
- Designing intake forms
- Categorizing urgency vs impact
- Routing rules by topic
- Logging in non-IT systems
- Using email as a ticket source
- Avoiding duplication
- Template-based responses
- Tracking resolution time
- Defining clear ownership
- Handoff documentation
- Closing with confirmation
Module 3. Incident Management for Leadership Teams
Apply incident workflows to disruptions in executive schedules, communications, or deliverables.
12 chapters in this module
- What counts as an incident
- Identifying service interruptions
- Logging schedule conflicts
- Tracking message miscommunications
- Documenting data delivery delays
- Assigning resolution owners
- Maintaining incident logs
- Linking to root cause
- Reporting trends monthly
- Preventing repeat issues
- Using incidents to improve planning
- Executive visibility on resolution
Module 4. Change Control in High-Pace Environments
Implement lightweight change processes for calendar shifts, staffing changes, and communication plans.
12 chapters in this module
- Defining a change in operations
- Types of executive changes
- Assessing impact quickly
- Informal approval workflows
- Documenting approvals
- Change scheduling rules
- Notifying stakeholders
- Backout planning basics
- Versioning communication drafts
- Tracking change success
- Using change data for forecasting
- Aligning with ISO 20000 clause 12
Module 5. Service Continuity Planning for Executive Offices
Ensure leadership operations keep running during disruptions using structured fallbacks.
12 chapters in this module
- Risks to executive workflow
- Identifying critical functions
- Documenting key dependencies
- Designing backup workflows
- Access delegation rules
- Communication during outages
- Testing continuity plans
- Updating after incidents
- Linking to business continuity
- CEO confidence in resilience
- Reporting on readiness
- Aligning with ISO 20000 section 13
Module 6. Problem Management Beyond Tickets
Shift from reactive fixes to proactive prevention in executive support workflows.
12 chapters in this module
- Defining operational problems
- Tracing repeated incidents
- Root cause analysis basics
- Using the 5 Whys technique
- Tracking recurring delays
- Mapping process bottlenecks
- Documenting systemic fixes
- Preventing repeat errors
- Linking fixes to process changes
- Measuring prevention success
- Reporting upward on trends
- Building a learning culture
Module 7. Configuration Management for Leadership Resources
Track key assets like calendars, access lists, and deliverables using lightweight CMDB principles.
12 chapters in this module
- What is configuration management
- Defining CI for executive offices
- Tracking calendar access
- Managing email aliases
- Documenting reporting lines
- Version control for decks
- Tracking external partners
- Maintaining up-to-date lists
- Integrating with security policies
- Auditing access changes
- Reporting on configuration health
- Aligning with ISO 20000 section 9
Module 8. Service Level Agreements in Non-IT Contexts
Apply SLA thinking to non-technical workflows like briefing turnaround or travel planning.
12 chapters in this module
- Defining service levels
- Measuring briefing delivery
- Turnaround expectations
- Tracking travel planning
- Response time benchmarks
- Internal customer expectations
- Documenting SLA adherence
- Reporting on performance
- Negotiating realistic targets
- Improving over time
- Using SLAs for workload planning
- Aligning with ISO 20000 section 7
Module 9. Building Leadership-Facing Reports
Transform operational data into concise, actionable insights for executives.
12 chapters in this module
- What leadership wants to know
- Measuring service impact
- Designing monthly summaries
- Highlighting resolution trends
- Reporting on risk reduction
- Visualizing workflow health
- Including incident summaries
- Adding continuity insights
- Tailoring to CEO style
- Formatting for quick reading
- Linking to strategic goals
- Securing recurring review slots
Module 10. Vendor and Partner Coordination
Manage third-party interactions using service management principles.
12 chapters in this module
- Types of external partners
- Onboarding new vendors
- Defining service expectations
- Tracking deliverables
- Managing access and NDA
- Coordinating across teams
- Escalation paths
- Reporting on performance
- Reviewing contracts
- Documenting interactions
- Aligning with ISO 20000 section 8
- Maintaining service continuity
Module 11. Internal Audit and Compliance Readiness
Prepare for reviews using documented workflows and consistent artefacts.
12 chapters in this module
- Preparing for internal audits
- Gathering evidence systematically
- Documenting compliance
- Using checklists
- Responding to requests
- Maintaining audit trails
- Versioning records
- Showing continuous improvement
- Demonstrating control
- Reporting findings upward
- Building audit confidence
- Aligning with ISO 20000 clause 10
Module 12. Sustaining and Improving the System
Ensure long-term adoption and evolution of service management practices.
12 chapters in this module
- Measuring impact over time
- Gathering feedback
- Updating processes
- Training new staff
- Maintaining documentation
- Iterating on templates
- Sharing best practices
- Building team ownership
- Tracking maturity growth
- Celebrating improvements
- Aligning with leadership goals
- Future-proofing the role
How this maps to your situation
- After a disruptive schedule conflict
- Before a compliance audit cycle
- During leadership transition planning
- When streamlining recurring reporting
Before vs. after
Before
Operational work remains invisible, reactive, and disconnected from strategic recognition.
After
Structured workflows create documented impact, leading to consistent visibility at the leadership level.
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 1.5 hours per week over 12 weeks, designed for integration into existing workflow.
If nothing changes
Without structured service management, critical coordination work stays undocumented, undervalued, and prone to repetition , limiting upward visibility and role expansion.
How this compares to the alternatives
Generic project management courses focus on broad tools; this course is tailored to executive operations with ISO 20000-aligned frameworks that speak directly to compliance and leadership expectations.
Frequently asked
Is this course technical?
No. It’s designed for non-technical professionals who coordinate workflows and ensure executive continuity using structured, auditable methods.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me get promoted?
It’s designed to increase visibility and influence, positioning your role as central to leadership operations , a key factor in role expansion and recognition.
$199 one-time. Approximately 1.5 hours per week over 12 weeks, designed for integration into existing workflow..
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