In Chapter 3, Solution Envisioning with Sure Step, we introduced the Sure Step Diagnostic phase process and models for a current Microsoft Dynamics customer, both from the customer's due-diligence perspective and from the seller's solution-selling perspective. In this section, we will discuss the process, particularly the Upgrade Assessment Service, in more detail.

We begin by reintroducing the diagram showing the Sure Step Diagnostic phase's flow of activities and Decision Accelerator (DA) Offerings for an existing customer. In Sure Step, an activity is a specific action or step in the flow. An Activity may result in a deliverable output of the step, or it could be a prescribed step in the process that leads to an outcome further down the line. In contrast, a Decision Accelerator Offering is a mini project in itself, and each DA Offering may comprise multiple services, each requiring multiple actions to achieve the stated objective...