A tailored course, built for your situation
Mastering ISO 20000 for Senior Executive Support Roles
A structured path to mastering service management standards in high-impact support environments
$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.
Briefing dossiers that require last-minute reconciliation across time zones
The situation this course is for
Senior Executive Assistants at global firms like the firm are increasingly expected to coordinate across regions, functions, and stakeholder types, but without standardized frameworks, this leads to recurring rework, especially during high-visibility cycles like board prep or leadership transitions.
Who this is for
Senior Executive Assistant at a global consulting or services firm managing multi-region executive workflows and stakeholder coordination
Who this is not for
Entry-level assistants, personal concierges, or administrative staff without cross-functional coordination responsibilities
What you walk away with
- Design standardized service delivery workflows aligned with ISO 20000 principles
- Reduce recurring coordination time across regions by structuring handoffs predictably
- Produce briefing dossiers that pass executive review without rework
- Introduce repeatable templates for scheduling, comms routing, and escalation paths
- Position yourself as the central node in cross-functional executive operations
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 20000 in Executive Support Contexts
Lay the foundation by translating ISO 20000 service management principles into practical applications for executive coordination roles. Learn how service level agreements, incident management, and change control apply outside IT and into high-touch support environments.
12 chapters in this module
- Mapping ISO 20000 clauses to executive assistant responsibilities
- Service delivery expectations in global professional services
- How service level agreements apply to scheduling and comms
- Incident management for calendar conflicts and travel changes
- Change control in executive communication workflows
- Understanding roles: service requestor vs. service provider
- Documenting service scope for executive workflows
- Identifying stakeholders in cross-regional support
- Service catalog design for recurring executive needs
- Baseline metrics for executive support throughput
- Integrating feedback loops into routine operations
- Aligning ISO 20000 with internal compliance expectations
Module 2. Service Request Management for Executive Workflows
Transform ad-hoc requests into structured service tickets. Learn how to triage, log, and route executive demands efficiently while maintaining discretion and precision.
12 chapters in this module
- Classifying executive service requests by urgency and impact
- Designing intake forms for internal stakeholders
- Routing protocols for legal, finance, and HR requests
- Automating request logging without losing personal touch
- Prioritization frameworks for competing executive demands
- Maintaining confidentiality within structured workflows
- Escalation paths for time-sensitive decisions
- Tracking resolution timelines across functions
- Integrating request data into weekly summaries
- Avoiding duplication in multi-assistant environments
- Standardizing responses for common request types
- Auditing service request completeness quarterly
Module 3. Incident Management in High-Pressure Scheduling
Apply incident response principles to scheduling conflicts, travel disruptions, and last-minute briefing changes. Build resilience into routine operations.
12 chapters in this module
- Defining incidents in executive support contexts
- Detecting scheduling conflicts early
- Logging disruptions with minimal executive burden
- Root cause analysis for recurring calendar issues
- Temporary workarounds during executive transitions
- Communication protocols during scheduling crises
- Post-incident reviews after board-level disruptions
- Documenting resolution steps for future reference
- Integrating with travel management systems
- Coordinating with backup assistants during absences
- Measuring incident resolution time by severity
- Reducing repeat incidents through process updates
Module 4. Change Control for Executive Communication Plans
Implement formal change management for communication calendars, media appearances, and public statements. Ensure alignment and reduce rework.
12 chapters in this module
- Identifying changes in executive comms strategy
- Documenting proposed changes to speaking schedules
- Assessing impact on internal and external stakeholders
- Gaining approvals without slowing responsiveness
- Version control for press statements and bios
- Change advisory board roles in comms updates
- Communicating changes to support teams promptly
- Updating contact lists after leadership changes
- Tracking change implementation completeness
- Auditing change logs during compliance reviews
- Integrating change control with crisis comms plans
- Reducing unauthorized changes to public profiles
Module 5. Service Level Agreements for Internal Stakeholders
Define clear expectations with internal teams on response times, deliverables, and escalation paths. Reduce friction and ambiguity.
12 chapters in this module
- Negotiating SLAs with finance and legal teams
- Setting response time benchmarks for email and calls
- Defining deliverables for monthly executive summaries
- Measuring SLA compliance across departments
- Handling SLA breaches without escalation
- Renewing SLAs after leadership transitions
- Aligning SLAs with regional working hours
- Documenting SLA exceptions for urgent matters
- Reporting SLA performance to executive sponsors
- Integrating SLAs into onboarding for new staff
- Updating SLAs after M&A activity
- Using SLAs to justify resource needs
Module 6. Knowledge Management for Executive Support
Build a secure, searchable repository of decisions, preferences, and precedents. Reduce repetition and improve handover reliability.
12 chapters in this module
- Cataloging executive preferences by topic and region
- Structuring knowledge for quick retrieval
- Access controls for sensitive information
- Updating knowledge after executive feedback
- Integrating with existing document management systems
- Tagging entries for cross-functional relevance
- Versioning policy documents and bios
- Training new assistants using knowledge base
- Auditing knowledge completeness quarterly
- Retiring outdated entries safely
- Linking knowledge to service requests
- Measuring knowledge reuse rate monthly
Module 7. Problem Management in Recurring Executive Challenges
Shift from firefighting to prevention by analyzing root causes of recurring issues like scheduling conflicts or briefing delays.
12 chapters in this module
- Identifying patterns in executive workflow disruptions
- Conducting root cause analysis for repeated issues
- Prioritizing problems by business impact
- Developing permanent fixes for common bottlenecks
- Validating solutions before full rollout
- Documenting problem resolutions in central log
- Linking problems to change control process
- Measuring problem resolution time trends
- Reducing recurrence of top five issues
- Integrating problem management with risk logs
- Reporting problem trends to executive sponsors
- Updating training materials based on findings
Module 8. Configuration Management for Executive Assets
Track and manage all assets tied to executive roles , from devices to access rights , with precision and audit readiness.
12 chapters in this module
- Defining configuration items for executive roles
- Maintaining accurate records of devices and software
- Tracking access rights across systems
- Integrating with IT asset management tools
- Updating records after personnel changes
- Auditing configuration accuracy quarterly
- Managing access revocation during transitions
- Linking configuration data to security policies
- Version control for digital profiles and bios
- Reporting on asset compliance for audits
- Reducing orphaned accounts and licenses
- Integrating with onboarding and offboarding
Module 9. Capacity Planning for Peak Executive Cycles
Forecast workload spikes and allocate resources proactively for board prep, earnings season, and leadership transitions.
12 chapters in this module
- Identifying high-pressure periods in executive calendar
- Estimating support hours needed per cycle
- Allocating backup support during peaks
- Planning for travel-heavy quarters
- Managing briefing backlog before major events
- Coordinating with external vendors in advance
- Stress-testing communication plans
- Measuring throughput during peak weeks
- Reducing last-minute changes through prep
- Documenting lessons for next cycle
- Integrating with firm-wide planning cycles
- Reporting capacity utilization to leadership
Module 10. Continual Improvement in Executive Support
Embed feedback loops and metrics to evolve practices over time. Turn experience into institutional advantage.
12 chapters in this module
- Collecting feedback from executives and peers
- Analyzing support efficiency trends
- Benchmarking against internal best practices
- Implementing small improvements monthly
- Measuring impact of process changes
- Reporting improvement outcomes to sponsors
- Integrating with firm-wide quality initiatives
- Updating training materials with new insights
- Sharing wins across support teams
- Identifying improvement opportunities proactively
- Balancing innovation with stability
- Sustaining improvement after leadership changes
Module 11. Risk Management in Executive Operations
Proactively identify, assess, and mitigate risks in scheduling, communication, and access management.
12 chapters in this module
- Identifying risks in executive workflow design
- Assessing likelihood and impact of disruptions
- Documenting risk mitigation strategies
- Integrating with firm-wide risk registers
- Reporting on risk exposure quarterly
- Updating risk assessments after incidents
- Managing access control risks
- Mitigating reputational risks in public appearances
- Integrating risk reviews into planning cycles
- Training teams on risk-aware practices
- Auditing risk controls during compliance checks
- Reducing exposure to scheduling conflicts
Module 12. Implementation Roadmap for ISO 20000 in Support Roles
Build a tailored rollout plan to integrate ISO 20000 principles into daily operations without disrupting existing workflows.
12 chapters in this module
- Assessing current maturity level
- Setting realistic implementation milestones
- Gaining buy-in from key stakeholders
- Piloting changes in low-risk areas
- Measuring success during early rollout
- Scaling practices across regions
- Integrating with existing compliance frameworks
- Training team members effectively
- Documenting processes for audit readiness
- Reviewing progress monthly
- Adjusting roadmap based on feedback
- Celebrating adoption and impact
How this maps to your situation
- Executive briefing preparation
- Cross-regional scheduling alignment
- Stakeholder communication routing
- Post-incident review and refinement
Before vs. after
Before
Reactive coordination, last-minute fixes, and fragmented communication across regions
After
Structured service delivery, predictable workflows, and reduced rework across global executive 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 90 minutes per week over 8 weeks to complete all modules and apply templates.
If nothing changes
Without structured service management practices, even high-performing executive assistants face recurring rework, missed alignment opportunities, and limited recognition for their operational impact , especially during high-visibility cycles.
How this compares to the alternatives
Unlike generic productivity courses, this program delivers ISO 20000-aligned practices tailored to senior executive support roles , giving you structured, audit-ready workflows others can't replicate.
Frequently asked
Is this course relevant for non-IT roles?
Yes. ISO 20000 principles are applied here to executive support workflows , scheduling, communication, change control, and stakeholder management , not IT infrastructure.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help with cross-regional coordination?
Yes. Modules cover time-zone-aware workflows, SLAs across regions, and reconciliation protocols for global executive teams.
$199 one-time. Approximately 90 minutes per week over 8 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