Service Analyst Program

Why the certification is relevant

Services is at the heart of an enterprise, and the Service Analyst Program is uniquely designed with service modelling training and project mentoring in the participant’s own project(s). This ensures the highest level of knowledge transfer and skills building to meet today’s organizations’ cross-disciplinary capability requirements for professionals involved in such projects.

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

The Service Analyst Program including Individual Performance Coaching is offered as a 5 days training program and is designed and certified by the Global University Alliance.

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Focus of the Service Analyst

The Service Analyst Program ensures that each participants gets intensive classroom education and training in specific business service management and service modelling skills within the following disciplines:

  • Business 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.

Individual Performance Coaching

It is only through coaching and building on the participant’s existing knowledge that capabilities are gained and applied.

Individual Performance Coaching is an integrated element of the Service Analyst education and training program to ensure that the frameworks, methods, approaches, and modelling principles are customized, adopted and applied in a real-world project setting with a personalized action plan.

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

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

The individual registration fee of €9,800 Euro (excl. VAT) covers tuition, handouts, case materials and conference facilities. Travel and accommodations is not included.

Important to note is that the Service Analyst Program requires input from interested parties as the program is tailored to each individual, team or organization and is customized with planned dates and location.

The program includes:

  • 5 days of classroom training
  • Individual Performance Coaching
  • 1 Service Analyst Certificate

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

Who Should Attend

The program is designed for professionals with 3+ years of business and/or IT experience:

  • 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.

Enterprise Standards Used

The following standards are the typical sets of standards that a Service Analyst uses:

OMG (Software Standards):

  • BPMN – Business Process Modelling Notations
  • CMMN – Case Management Modelling Notations
  • DMN – Decision Modelling Notations

LEADing Practice (Enterprise Standards):

  • Emerging & Disruptive Service Forces & Trends
  • Service Ontology
  • Service Taxonomy
  • Service Classification & Categorisation
  • Service Artefacts
  • Service Modelling Notations (SMN)
  • Service Lifecycle
  • Service Meta Model


  • Open Group Business Architecture
  • Zachman Framework (Interrogatives)
  • ITIL 3 (IT delivery concept)
  • COBIT (Governance)

Learning Model

Theories Practitioners will learn

  • Identify service requirements

  • Focus on service issues and weaknesses clusters

  • Develop service standards

  • Ensure service integration (across business areas)

  • Enable service renewal

  • Continuous process improvement

What Practitioners will work with in Practice

  • Work with stakeholders, business and service owners

  • Identify service flows (providers and consumers)

  • Service construct and delivery

  • Establish service level agreements (SLAs) and measurements

  • Benchmark service maturity

  • Define service channels (e.g. business partners) and media

  • Create or optimize service channels

  • Develop service tiers

Modelling capabilities Practitioners will gain

  • Service Stakeholder Map

  • Develop Service Models

  • Model Service Workflows

  • Integrate with measurements and reporting

  • Assign service roles, rules, channels and media

  • Define service innovation and/or transformation opportunities

  • Create a service business case