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Direct sign off authority on Dynamics 365 and ISO 20000 decisions

$199.00
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A tailored course, built for your situation

Direct sign off authority on Dynamics 365 and ISO 20000 decisions

Earn formal decision rights in your current role by mastering audit-ready service delivery frameworks

$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.
Stuck influencing from the side when you should be leading from the front

The situation this course is for

Strong project leads often deliver the work but don’t get the final say. Their recommendations get filtered, delayed, or overridden by higher layers who weren't in the trenches. This erodes ownership and slows delivery.

Who this is for

Senior project lead in IT services with delivery responsibility and cross-functional influence, ready to claim formal decision rights

Who this is not for

Individuals looking to transition into project work or those without current delivery responsibility

What you walk away with

  • Own change approvals end to end with documented rationale aligned to ISO 20000
  • Lead vendor selection tracks with formal evaluation scorecards and compliance fit analysis
  • Produce internal audit packages that clear review in one pass
  • Gain recognition as the go-to decision owner on Dynamics 365 service delivery
  • Reduce escalation dependency by resolving framework conflicts at the source

The 12 modules (with all 144 chapters)

Module 1. Defining decision ownership in service management
Establish what formal sign-off means in practice and how it differs from influence or recommendation. Ground it in real service delivery workflows.
12 chapters in this module
  1. What sign off authority looks like in ITIL-aligned teams
  2. Difference between approval and recommendation tracks
  3. Mapping decision rights to ISO 20000 control clauses
  4. When to escalate vs when to decide
  5. Linking project outcomes to service governance
  6. Formalizing your role in change advisory boards
  7. Avoiding overreach while claiming ownership
  8. Documenting rationale for compliance reviewers
  9. Aligning with enterprise architecture tracks
  10. Balancing speed and rigor in approvals
  11. Common pushbacks from compliance teams
  12. Setting precedent through first decisions
Module 2. Dynamics 365 delivery lifecycle control
Take command of the full project timeline from scoping to go-live with structured checkpoints that justify ownership.
12 chapters in this module
  1. Mapping phases to audit-ready milestones
  2. Defining go no go criteria for sprint sign off
  3. Integrating ISO 20000 service handover requirements
  4. Vendor deliverable acceptance thresholds
  5. Change request ownership model
  6. Post go-live review ownership
  7. User acceptance validation framework
  8. Service performance baselining
  9. SLA alignment with operations teams
  10. Documentation completeness checklist
  11. Internal audit readiness triggers
  12. Iteration closure without escalation
Module 3. ISO 20000 control ownership mapping
Link your decisions directly to ISO 20000 control clauses so approvals are seen as compliance-enabling, not compliance-risking.
12 chapters in this module
  1. Clause 5 1 leadership commitment mapping
  2. Clause 6 1 1 internal audit planning
  3. Clause 7 1 resource control integration
  4. Clause 7 5 3 document retention alignment
  5. Clause 8 1 operational planning inputs
  6. Clause 8 3 1 change control ownership
  7. Clause 8 3 3 release handover process
  8. Clause 8 4 1 supplier selection criteria
  9. Clause 8 4 2 contract oversight triggers
  10. Clause 8 5 1 incident resolution thresholds
  11. Clause 8 5 3 problem management ownership
  12. Clause 8 6 1 internal audit follow up
Module 4. Audit-ready decision packaging
Structure documentation so approvals are accepted first time without revision loops or senior review.
12 chapters in this module
  1. Decision memo standard format
  2. Evidence bundling for compliance reviewers
  3. Rationale linkage to ISO 20000 clauses
  4. Risk acceptance statements
  5. Stakeholder alignment logging
  6. Version control for package updates
  7. Automated checklist generation
  8. Deliverable sign off tracking
  9. Change log integration
  10. Pre-audit walkthrough preparation
  11. Internal auditor feedback loop
  12. Package reuse across engagements
Module 5. Vendor selection track leadership
Lead the evaluation and onboarding process with scorecards and frameworks that justify your final pick.
12 chapters in this module
  1. RFP response evaluation framework
  2. Technical fit scoring model
  3. Compliance gap analysis
  4. Service level agreement validation
  5. Reference check execution
  6. Pricing model alignment
  7. Data sovereignty verification
  8. Integration readiness assessment
  9. Onboarding timeline ownership
  10. Performance guarantee tracking
  11. Exit clause review
  12. Contract handover to legal
Module 6. Change control board influence
Position your recommendations as the default track so changes move faster with less debate.
12 chapters in this module
  1. Pre-CAB briefing package structure
  2. Risk categorization by impact level
  3. Urgent change validation process
  4. Stakeholder impact assessment
  5. Rollback plan sufficiency check
  6. Communication plan alignment
  7. Post-implementation review timing
  8. Change success metrics definition
  9. Linking change to service KPIs
  10. Cross-functional approval delegation
  11. Handling conflicting change requests
  12. CAB meeting leadership rotation
Module 7. Internal auditor collaboration model
Turn audit interactions into recognition opportunities by meeting requests with precision and speed.
12 chapters in this module
  1. Audit request response protocol
  2. Document production timeline
  3. Finding categorization by severity
  4. Evidence sufficiency checklist
  5. Remediation plan ownership
  6. Follow-up evidence submission
  7. Common auditor questions bank
  8. Compliance narrative development
  9. Process gap reporting
  10. Control effectiveness validation
  11. Audit closure documentation
  12. Internal audit relationship building
Module 8. Stakeholder alignment without escalation
Resolve cross-team disagreements using frameworks, not hierarchy, so outcomes don’t stall.
12 chapters in this module
  1. Conflict resolution using ISO principles
  2. Facilitation techniques for joint sessions
  3. Decision log for transparent tracking
  4. Escalation threshold definition
  5. Consensus building on trade-offs
  6. Timeline pressure mitigation
  7. Resource dependency mapping
  8. Communication rhythm setup
  9. Expectation alignment workshops
  10. Stakeholder influence analysis
  11. Buy-in verification process
  12. Post-decision feedback loop
Module 9. Framework conflict resolution
Handle competing standards like ISO 20000 and internal governance rules with documented resolution paths.
12 chapters in this module
  1. Identifying overlapping control areas
  2. Determining hierarchy of compliance
  3. Gap analysis between frameworks
  4. Exception justification process
  5. Documentation of alternative controls
  6. Internal audit acceptance path
  7. Legal and compliance alignment
  8. Risk acceptance authority
  9. Cross-framework mapping templates
  10. Change impact on compliance status
  11. Update cycle synchronization
  12. Compliance status dashboard
Module 10. Decision ownership communication
Signal authority clearly so peers and leaders treat your call as final.
12 chapters in this module
  1. Subject line conventions for finality
  2. Email signature authority markers
  3. Meeting agenda placement
  4. Status report ownership fields
  5. Internal wiki page ownership
  6. Formal announcement templates
  7. Onboarding new team members
  8. Handover documentation standards
  9. Version control for decisions
  10. Audit trail maintenance
  11. Leadership visibility reporting
  12. Celebrating first independent closure
Module 11. Continuous improvement integration
Embed lessons learned so future decisions get easier and faster without rework.
12 chapters in this module
  1. Post-mortem meeting structure
  2. Improvement backlog prioritization
  3. Process update ownership
  4. Training material refresh cycle
  5. Template library maintenance
  6. Lessons learned database
  7. Feedback collection from stakeholders
  8. Internal benchmarking against peers
  9. Adoption tracking across projects
  10. Incremental control tightening
  11. Automation opportunity identification
  12. Knowledge transfer planning
Module 12. Sustaining decision authority over time
Maintain ownership through leadership changes, audits, and organizational shifts.
12 chapters in this module
  1. Onboarding new managers to your role
  2. Successor planning for continuity
  3. Handling external consultant challenges
  4. Maintaining relevance amid new tools
  5. Updating frameworks with revisions
  6. Re-certification ownership
  7. External audit preparation
  8. Regulatory change monitoring
  9. Internal policy drift correction
  10. Cross-business unit expansion
  11. Recognition through awards
  12. Mentorship of incoming leads

How this maps to your situation

  • When you're asked to recommend but want to decide
  • Before the next internal audit cycle begins
  • During vendor selection for a major upgrade
  • When leadership pushes back on your call

Before vs. after

Before
Your recommendations are often reviewed, delayed, or overridden by layers above you despite being closest to delivery.
After
You own the final decision on key service delivery tracks with documented, audit-ready rationale that stands on its own.

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 45 minutes per module, designed to fit around project delivery cycles.

If nothing changes
Without formalized decision ownership, your impact remains dependent on others' validation, slowing delivery and limiting recognition even when you deliver results.

How this compares to the alternatives

Generic ITIL or ISO 20000 training teaches compliance. This course teaches how to own decisions using those frameworks, so you gain formal authority, not just knowledge.

Frequently asked

Is this course about getting promoted?
No. It's about earning formal decision rights in your current role, so you lead the call, not just support it.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help with internal audits?
Yes. You'll produce packages that clear audit review in one pass by aligning directly to ISO 20000 clauses.
$199 one-time. Approximately 45 minutes per module, designed to fit around project delivery cycles..

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
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