A tailored course, built for your situation
Influence in vendor selection and technical decisions with ISO 20000
Shape choices that define platform direction and team impact
$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.
Being technically sound but overlooked in strategic decisions
The situation this course is for
Strong builders often lack the formal frameworks to back their recommendations, leaving them out of vendor reviews and architecture calls despite their hands-on expertise.
Who this is for
Mid-level technical contributor in IT service or platform development who delivers working solutions but doesn’t yet lead decision tracks
Who this is not for
Executives seeking board-level reporting, auditors focused on checklists, or practitioners outside service management domains
What you walk away with
- Lead vendor selection discussions with ISO 20000-aligned evaluation criteria
- Anchor technical decisions in internationally recognized service standards
- Build peer-reviewed decision packages that gain rapid cross-team buy-in
- Position Power Platform initiatives as part of formal service improvement cycles
- Gain repeat invitations to architecture review and planning forums
The 12 modules (with all 144 chapters)
Module 1. What ISO 20000 really changes for platform builders
Understand how service management standards elevate technical work from delivery to influence. Learn where ISO 20000 intersects with SharePoint and Power Platform lifecycles.
12 chapters in this module
- Defining service vs project mindset
- Where platform work fits in service lifecycle
- ISO 20000 and low-code environments
- Service ownership vs development role
- Case example: the firm client rollout
- Mapping current work to ISO clauses
- Identifying influence points
- Vendor engagement thresholds
- Peer review expectations
- Decision documentation standards
- Service improvement triggers
- Tracking long-term platform health
Module 2. Speaking the language of service standards
Translate developer experience into ISO 20000 terminology that resonates in cross-functional meetings and leadership discussions.
12 chapters in this module
- From solution to service mindset
- Process vs feature orientation
- Using SLA in internal conversations
- Translating uptime into availability
- Change management beyond deployment
- Incident reporting with purpose
- Problem management from drift
- Request fulfillment workflows
- Service continuity planning
- Capacity considerations for Power Apps
- Monitoring as service evidence
- Performance review cadence
Module 3. Building influence in technical review forums
Position yourself as the go-to practitioner in architecture discussions by grounding recommendations in ISO 20000 structure.
12 chapters in this module
- Claiming space in design reviews
- Asking standards-based questions
- Challenging proposals with evidence
- Documenting review outcomes
- Escalating service conflicts
- Aligning peer feedback
- Driving consensus on scope
- Integrating security and service
- Balancing agility and compliance
- Presenting trade-offs clearly
- Gaining recognition for rigor
- Tracking decision lineage
Module 4. Shaping vendor selection with service criteria
Lead procurement inputs by defining service-level expectations and long-term maintainability requirements.
12 chapters in this module
- Defining service-based RFP items
- Evaluating vendor support models
- Assessing documentation quality
- Reviewing incident response terms
- Scalability commitments
- Change advisory board rights
- Knowledge transfer requirements
- Exit strategy clauses
- Toolchain integration maturity
- SLA realism testing
- Penalty enforcement examples
- Reference client validation
Module 5. Driving service improvement from platform work
Turn Power Platform deployments into documented service improvements that count toward organizational maturity.
12 chapters in this module
- Identifying service gaps in workflows
- Documenting improvement opportunities
- Linking Power Automate to service processes
- Measuring impact on resolution times
- User satisfaction tracking
- Cost per service request analysis
- Presenting gains to service managers
- Aligning with CSI registers
- Sustaining improvements
- Avoiding shadow IT perception
- Building repeatable patterns
- Scaling through governance
Module 6. Documenting decisions that stick
Create records of technical choices that survive team changes and stand up to external review.
12 chapters in this module
- Decision registers with ISO 20000 trace
- Versioning technical rationales
- Linking to process ownership
- Storing artefacts in service repositories
- Access control for decision logs
- Audit readiness checks
- Redacting sensitive details
- Maintaining decision lineage
- Referencing standards in write-ups
- Creating executive summaries
- Updating records post-review
- Archiving closed decisions
Module 7. Leading peer review with structured input
Move from participant to influencer in code and design reviews by applying service management principles.
12 chapters in this module
- Setting review success criteria
- Using service availability expectations
- Evaluating change impact breadth
- Testing rollback completeness
- Validating communication plans
- Checking stakeholder alignment
- Scoring design maturity
- Rating documentation completeness
- Benchmarking against ISO 20000
- Providing constructive feedback
- Driving closure actions
- Tracking follow-up
Module 8. Integrating Power Platform into formal service tracks
Position low-code solutions as official services within the organization's service portfolio.
12 chapters in this module
- Defining Power App as a service
- Setting support boundaries
- Creating service level agreements
- Onboarding to service catalog
- Integrating with incident management
- Routing requests through channels
- Establishing ownership
- Training service desk teams
- Documenting known errors
- Publishing user guides
- Managing expectations
- Updating service records
Module 9. Gaining recognition as a service contributor
Shift perception from developer to strategic enabler through consistent application of service principles.
12 chapters in this module
- Claiming credit for service gains
- Presenting outcomes in service forums
- Contributing to maturity assessments
- Sharing templates across teams
- Mentoring peers on standards
- Earning formal acknowledgments
- Tracking influence growth
- Building cross-functional relationships
- Elevating discussion topics
- Leading improvement workshops
- Being cited in audits
- Becoming a reference point
Module 10. Anticipating service escalations before they happen
Use ISO 20000 patterns to spot risks in platform projects and address them proactively.
12 chapters in this module
- Identifying supportability gaps
- Predicting knowledge transfer issues
- Flagging documentation debt
- Assessing operational readiness
- Reviewing handover completeness
- Validating training coverage
- Testing incident response plans
- Confirming monitoring coverage
- Checking SLA alignment
- Evaluating change control adherence
- Auditing rollback procedures
- Ensuring post-implementation reviews
Module 11. Scaling influence across teams and domains
Extend your impact beyond immediate projects by sharing service-aligned approaches.
12 chapters in this module
- Creating reusable decision templates
- Publishing service patterns
- Leading brown bags on standards
- Contributing to playbooks
- Mentoring junior builders
- Collaborating on toolchain design
- Standardizing documentation
- Advocating for service mindset
- Driving consistency across units
- Linking to enterprise goals
- Measuring cross-team adoption
- Sustaining momentum
Module 12. Owning the service narrative in technical debates
Become the practitioner others look to when service quality, continuity, and standards are on the line.
12 chapters in this module
- Framing trade-offs in service terms
- Championing long-term health
- Balancing speed and stability
- Defending maintenance needs
- Advocating for documentation
- Promoting knowledge sharing
- Insisting on review cycles
- Demanding operational input
- Holding line on quality gates
- Elevating service culture
- Recognizing maturity growth
- Planning next influence level
How this maps to your situation
- When leading a Power Platform integration into existing service workflows
- During vendor selection for platform extensions or support
- Preparing for peer review or architecture board discussion
- Responding to audit findings or maturity assessment feedback
Before vs. after
Before
Technical contributions made without formal recognition in strategic forums
After
Regular influence in vendor choices, peer reviews, and service planning through ISO 20000 grounding
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 be completed alongside regular work over 6-8 weeks.
If nothing changes
Continuing to deliver strong work without the structured credibility that leads to consistent influence in key technical decisions.
How this compares to the alternatives
Unlike generic compliance courses, this program is built for practitioners who ship solutions , it focuses on influence through concrete documentation, decision framing, and peer engagement in real platform projects.
Frequently asked
Is this about passing an ISO 20000 audit?
No. This is about using ISO 20000 to increase your influence in technical decisions, not preparing for certification.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help me lead vendor discussions?
Yes. You'll learn to shape selection criteria, evaluate proposals, and lead reviews using service standards.
$199 one-time. Approximately 3 hours per module, designed to be completed alongside regular work over 6-8 weeks..
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