A tailored course, built for your situation
Mastering ISO 22301 for Senior Technical Support Engineers
Turn continuity planning into visible leadership from the front lines
$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.
Technical expertise that never reaches decision-makers
The situation this course is for
Highly skilled support engineers often drive business continuity outcomes, but their role is seen as reactive. Their documentation, incident response logic, and system recovery patterns are rarely framed as strategic assets. This invisibility means fewer escalation paths, less input into framework design, and missed opportunities to lead beyond the ticket queue.
Who this is for
Senior Technical Support Engineer with documented experience in enterprise software support and incident response, now positioned to influence resilience frameworks but operating below executive visibility
Who this is not for
Entry-level support staff, consultants selling ISO 22301 programs, or executives setting policy without technical implementation experience
What you walk away with
- Produce ISO 22301-compliant business continuity documentation that aligns with technical operations
- Structure incident response workflows that meet audit requirements and reduce recovery time
- Translate support team outputs into enterprise resilience reporting for leadership review
- Lead internal validation exercises for continuity plans without external facilitation
- Establish a documented line of sight between ticket resolution trends and continuity risk reduction
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 22301 Scope in Technical Operations
Define the boundaries of business continuity management as they apply to software support environments. Learn how to map support responsibilities to clause requirements without overreach or omission.
12 chapters in this module
- Introduction to ISO 22301
- Core Principles of Continuity
- Role of Support Teams
- Defining Operational Scope
- Aligning with Enterprise Goals
- Identifying Critical Systems
- Stakeholder Expectations
- Documenting Recovery Priorities
- Service Level Mapping
- Incident Classification Frameworks
- Escalation Path Design
- Module Summary Exercise
Module 2. Business Impact Analysis for Support-Critical Functions
Build a defensible BIA focused on technical support dependencies. Use real incident data to justify recovery time objectives and resource allocation.
12 chapters in this module
- BIA Purpose and Use
- Gathering System Downtime Data
- User Impact Scoring
- Financial vs Operational Impact
- Dependency Mapping
- Criticality Tier Assignment
- Recovery Priority Matrix
- Validating with Stakeholders
- Documenting Assumptions
- Updating After System Changes
- BIA Review Cycle
- Module Summary Exercise
Module 3. Designing Incident Response Playbooks
Create standardized, auditable response procedures that integrate with ISO 22301 requirements while remaining practical for frontline teams.
12 chapters in this module
- Playbook Structure Overview
- Incident Triage Protocols
- Communication Trees
- Initial Assessment Templates
- Escalation Checklists
- Cross-Team Coordination
- Status Reporting Format
- Integration with Monitoring Tools
- Version Control Process
- Drill Readiness Markers
- Post-Incident Review Integration
- Module Summary Exercise
Module 4. Establishing Recovery Time and Point Objectives
Set realistic RTOs and RPOs based on historical resolution patterns and system architecture, not guesswork.
12 chapters in this module
- Defining RTO and RPO
- Historical Resolution Analysis
- System Architecture Dependencies
- Data Loss Tolerance Assessment
- Service Interdependencies
- Customer Impact Thresholds
- Negotiating Realistic Targets
- Documenting Trade-offs
- Approval Workflow Setup
- Monitoring for Drift
- Adjustment Protocol
- Module Summary Exercise
Module 5. Continuity Plan Documentation Standards
Produce clear, auditable, and actionable continuity plans that meet ISO 22301 while reflecting actual support team capabilities.
12 chapters in this module
- Plan Structure Requirements
- Executive Summary Drafting
- Operational Section Design
- Roles and Responsibilities Table
- Resource Inventory
- Alternate Site Readiness
- Vendor Coordination Plan
- Legal and Regulatory Alignment
- Plan Distribution Rules
- Access Control Setup
- Version History Log
- Module Summary Exercise
Module 6. Internal Audit Preparation for Support Functions
Anticipate and prepare for ISO 22301 audits with evidence drawn from support operations.
12 chapters in this module
- Audit Scope Definition
- Evidence Mapping Strategy
- Ticket Data as Proof
- Playbook Version History
- Drill Participation Records
- Escalation Logs
- Corrective Action Documentation
- Pre-Audit Checklist
- Interview Preparation
- Gap Mitigation Plan
- Audit Follow-Up Process
- Module Summary Exercise
Module 7. Leading Continuity Drills and Tabletop Exercises
Facilitate internal tests of continuity plans using realistic scenarios drawn from actual support incidents.
12 chapters in this module
- Drill Planning Cycle
- Scenario Design Based on History
- Participant Selection
- Inject Development
- Facilitation Techniques
- Time Compression Methods
- Observation and Scoring
- After-Action Reporting
- Corrective Action Tracking
- Drill Frequency Rules
- Executive Briefing Template
- Module Summary Exercise
Module 8. Third-Party and Vendor Resilience Coordination
Extend continuity planning to external partners whose uptime affects your ability to resolve tickets.
12 chapters in this module
- Vendor Criticality Assessment
- Contractual SLA Review
- Resilience Questionnaire Design
- Onsite vs Remote Dependencies
- Fallback Communication Setup
- Escalation Path Mapping
- Joint Drill Planning
- Performance Monitoring
- Non-Compliance Protocol
- Vendor Exit Planning
- Relationship Documentation
- Module Summary Exercise
Module 9. Change Management Integration with Continuity Planning
Ensure system updates and patches don't undermine recovery commitments.
12 chapters in this module
- Change-Continuity Handshake
- Impact Assessment Rules
- Pre-Implementation Checks
- Post-Change Validation
- Documentation Update Workflow
- Test Environment Alignment
- Rollback Readiness
- Stakeholder Notification
- Change Freeze Policy
- Emergency Change Path
- Audit Trail Requirements
- Module Summary Exercise
Module 10. Knowledge Retention and Succession Planning
Capture tribal knowledge in ISO 22301-compliant formats that survive team changes.
12 chapters in this module
- Identifying Critical Knowledge
- Documentation Standards
- Expert Interview Protocol
- Validation Process
- Access and Search Setup
- Version Control
- Retention Schedule
- Onboarding Integration
- Feedback Loop
- Periodic Review
- Knowledge Gap Analysis
- Module Summary Exercise
Module 11. Metrics and Reporting for Continuity Performance
Track and report on continuity readiness with data drawn from support operations.
12 chapters in this module
- KPI Selection
- Recovery Time Tracking
- Drill Completion Rate
- Incident Response Timeliness
- Plan Update Frequency
- Stakeholder Satisfaction
- Reporting Dashboard Design
- Executive Summary Format
- Trend Analysis
- Benchmarking Against Peers
- Public Disclosure Rules
- Module Summary Exercise
Module 12. Sustaining and Improving the Continuity Program
Keep the business continuity system alive, updated, and aligned with evolving support demands.
12 chapters in this module
- Continuous Improvement Cycle
- Feedback Collection
- Incident-Driven Updates
- Audit Recommendations
- Stakeholder Input
- Technology Change Impact
- Lessons Learned Integration
- Policy Review Schedule
- Training Refresh Cycle
- Leadership Engagement
- Program Maturity Assessment
- Module Summary Exercise
How this maps to your situation
- After a major incident with extended downtime
- During annual ISO 22301 audit prep
- When onboarding a new support engineer
- Before vendor renewal negotiation
Before vs. after
Before
Continuity work happens in fragments, buried in tickets, tribal knowledge, and undocumented practices.
After
You produce auditable, leadership-visible outputs that position you as a continuity authority, without changing roles.
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 practitioners to apply concepts incrementally without disrupting core responsibilities.
If nothing changes
Continuity planning remains invisible, reactive, and disconnected from strategic recognition, despite the work already being done.
How this compares to the alternatives
Unlike generic ISO 22301 overviews, this course is tailored to technical support engineers who must deliver continuity outcomes without formal authority. It skips executive theory and focuses on actionable documentation, response design, and visibility tactics that work within existing roles.
Frequently asked
Do I need prior ISO 22301 experience?
No. The course is designed for technical practitioners with operational experience who need to align their work to the standard.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me get promoted?
It’s designed to make your current work more visible and defensible, so promotions become a byproduct of recognition, not a goal.
$199 one-time. Approximately 3 hours per module, designed for practitioners to apply concepts incrementally without disrupting core responsibilities..
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