Overview

Services is at the heart of an enterprise, and the Service eXpert certification program is uniquely designed with service modelling training and project mentoring in the participant’s own existing company projects. This ensures the highest level of knowledge transfer and skills building to meet today’s organizations’ cross-disciplinary competency requirements for professionals involved in service projects.

The certification program has been structured to build on the existing competencies of the practitioner and infuse a new way of thinking, working and modelling. This is done through intensive class-room training, in-depth tutoring and coaching throughout the modules, as well as with hands-on project experience where you apply the acquired services modelling techniques and its related disciplines.

The certification program with Individual Performance Coaching is designed by the Global University Alliance.

Individual Performance Coaching

It is only through coaching and building on the existing knowledge that competencies are gained and applied. The Individual Performance Coaching is an integrated element of the certification program to ensure that the frameworks, methods, models and modelling principles are customized, adopted and applied in a real-world project setting with a personalized action plan.

The participants will discover how to drive forth fundamental changes within their organization and to achieve the objectives set in transformation projects.

Upon successful completion of this program, you will become a certified Service eXpert.

Career path

Our curriculum is a professional and globally recognized career path built on international standards that are in use today. Our career path is developed to meet professionals and organizations need for cross-disciplinary competency creation and development. Based on a combination of the eXpert core modules, participants are offered the opportunity to specialize even further and certify in other Architect disciplines, such as Service Architect, Process Architect or Business Architect.

Certificates and degrees

The Service eXpert certification program is accredited as part of the Global University Alliance modelling program.

Who should attend

  • Specialists: Service eXpert, Service-oriented Specialist, Business Analyst, Process Specialist, Process Method Specialist (BPR, Six Sigma, TQM and/or LEAN practitioner), Technology Specialist, Business Specialist, Software Engineer, Value Method Specialist, Quality/Production/Manufacturing Engineer and Business Service Engineer.
  • Consultants: Service Consultant, Value Consultant, Business Consultant, Transformation Consultant, Change Consultant and Process Consultant.
  • Architects: Service-oriented Architect, Service Architect, Enterprise Architect, Technology Architect, Solution Architect, Application Architect, Process Architect, Business Architect, Information/Data Architect and Value Architect.
  • Managers: Service Manager, Service Channel Manager, Business Manager, Quality Manager and responsible, Process Manager and Project Manager.
  • Directors: Service and Business Owner, LoB Director and LoB Owner.

Registration

The certification program is offered as a 5 days training program with ongoing individual performance coaching.

Dates and locations:

  • 17-21 March 2017 – London (Sold Out)
  • 07-11 August 2017 – Mumbai
  • 20-24 November 2017 – Paris

The individual registration program fee of €9,800 Euro (Excl. VAT) covers tuition, handouts, case materials, conference facilities and team building games. Not included are travel and accommodations.

This certification program includes:

  • 5 days of classroom training
  • 3 x 1.5 hours of digital pre-recorded sessions
  • Individual Performance Coaching during the course
  • 1 Certificate

If two or more participants from your organization are participating in this certification program, you will have the opportunity to use your own service models and thereby work on a personalized case for your company.

To request a customized or closed program, or if you have questions about registration or multi-attendee discounts, please contact us.

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Learning Model

The Service eXpert certification program is based on an intensive classroom training module supported with in-depth individual performance mentoring on a selected project. The hands-on experience ensures that the business service management and modelling skills are applied within the following disciplines:

  • LEAD Certification Schedule - Service eXpert RoadmapBusiness Service Management: Service ownership, service roles, continuous service improvement approach and service level agreements (SLAs), service media and service channel.
  • Service Modelling: Service flow with service provider and service consumer, service pain points, service weakness clusters/bottlenecks, service value clusters, service rules, service compliance, business service measurements and service modelling.
  • Service Measures: Service level agreements (SLAs), business service measurements and system service measurements.
  • Automated Services: Application services, data services, platform services, infrastructure services, service construct/delivery, service roles, service flow (service provider and service consumer) and automated service measurements.

 

At the end of this program, you will be able to work effectively within our:

Way of Thinking

Focus Area Relation to Strategy
  • Identify service requirements
  • Focus on service issues and weaknesses clusters
  • Develop service standards
  • Ensure service integration (across business areas)
  • Enable service renewal
  • Continuous service improvement
  • Link service model to service strategy
  • Align business services to business goals
  • Service innovation based on critical success factors
  • Link service construct to Business Model transformation

Way of Working

Tasks & Services The needed skill for abstraction level for a Service eXpert
  • Work with service owner
  • Identify service flow (provider and consumer)
  • Service construct and delivery
  • Service level agreements (SLAs) and service measurements
  • Benchmark service maturity
  • Define service media
  • Create or optimize service channels
  • Develop service tiers
  • Concrete (tangible, existing and actual)
  • Descriptive and Specification (explanation, depiction/sketch and portrayal often using a map, matrix and/or model)
  • Design (plan, intend and aim)
  • Execution (completing, performing and realizing)

Way of Modelling

Define, develop and create the following maps, matrices and/or models: Decisions Scopes
  • Business, Application, Data, Platform and Infrastructure Services
  • Service Requirements
  • Service Workflows (providers and consumers)
  • Service Objects
  • Service Performance
  • Service Measurements & Reporting
  • Service Owner
  • Service Roles
  • Service Rules
  • Service Media
  • Service Channels
  • Service Maturity
  • Service Transformation
  • Solution Requirements
  • Service Business Case
  • Requirement decisions; business value drivers, IT value drivers, service construct and service tiers
  • Scenario decisions; rules, flows, measurements
  • Enterprise-wide
  • Specific business areas and service areas and groups
  • Solutions
  • Projects
  • Information, technology and service flows

Service Lifecycle

The Service Lifecycle consists of a set of phases and steps in which each phase uses the results of the previous one. In the context of service modelling principles, the course participant will learn to think and split their work into the relevant lifecycle phases. The lifecycle thinking is vital as it represents the course of developmental changes through which the service objects and artifacts change in terms of innovation and/or transformation as it passes during its lifetime. From analysis, design, build, implementation and deployment, run and maintenance to continuous improvements.

Service Management Lifecycle