Blended learning

The toolbox for service owners: successfully controlling and managing services

Planning, implementing and organizing services - the online course with best practices

This blended learning is held in German.
The life cycle of a service is subject to constant change. As a service owner, your task is to create a transparent service organization and establish iterative processes for continuous development. Service level agreements, change management as well as processes, tools and routines in the service workflow play an important role in this. After completing the course, you will have the tools you need to fulfill your service responsibilities, even in challenging situations. The course consists of didactically high-quality self-study modules and live webinars. It has been designed so that you can learn flexibly over a period of four weeks - ideal if you want to continue your education while working.

Did you know?

This course is part of the certified Master Class "Service Owner". If you book the entire Master Class, you save 33 percent compared to booking the individual modules.

Module 1: Webinar
120 min.
Kick-off, introduction and a first overview
Kick-off, introduction and a first overview

The first webinar starts with a detailed introduction to the learning environment, expectations and objectives for the course. You will get to know the trainers and your virtual class for the course and get an initial overview of the tools that service owner work with on a daily basis.

Module 2: Self-study phase
170 min.
The basis: service agreements in detail
The basis: service agreements in detail

Service Level Agreements (SLAs) are the basis for a functioning supplier and customer relationship and the foundation for reliable service products in the long term. SLAs must be complete and clearly formulated so that all parties involved can act accordingly. This is what you will learn:

  • Requirements for robust Service Level Agreements (SLA)
  • Translating business requirements into SLAs
  • Make services measurable with KPI metrics and manage them operationally
  • Making agreements customer-oriented and legally compliant
  • Special features of SLAs for customers and service providers
Module 3: Self-study phase
130 min.
Change management for service owners
Change management for service owners

This may be due to customer requirements and wishes, changes in operations or resources, technical innovations or other factors: Important parameters change continuously during the life cycle of a service. Learn how to adapt, convert or integrate services and processes into existing service landscapes:

  • Continuous changes in the service lifecycle
  • Change management processes for service owner
  • Commissioning new and modified services (with checklists)
  • Expand, split and supplement services
  • Initiate and control CIP (continuous improvement processes)
Module 4: Webinar
180 min.
Workflows, routines and best practices - Part I
Workflows, routines and best practices - Part I

In the second webinar, you will reflect with the trainers on the transfer tasks from the first two self-learning phases, work out the most important learnings and results together and discuss how to successfully transfer them into practice.

Module 5: Self-study phase
140 min.
Collaborative cooperation in the service organization
Collaborative cooperation in the service organization

Communication and good coordination between all those involved in service are an important basis for successful collaboration in the service organization. We provide you with best practices to help teams work together smoothly. What you will learn:

  • Delegation and control of service responsibility
  • Formulate and monitor work orders
  • Use performance reviews as a means of appreciation
  • Organize and ensure cooperation between service units
Module 6: Self-study phase
160 min.
Processes, tools, routines in the service workflow
Processes, tools, routines in the service workflow

In order to make the best possible use of existing resources and skills, it is necessary to establish and implement sensible processes. Shared work processes, tools and routines contribute to both efficiency and effectiveness. In this module, you will learn about tools and aids for systematizing collaboration. What you will learn:

  • Processes and interfaces
  • Tickets and workflows
  • Regular meetings and boards
  • Planning skills and resources
Module 7: Webinar
180 min.
Workflows, routines and best practices - Part II
Workflows, routines and best practices - Part II

In the final webinar of the course, you will reflect with the trainers on the transfer tasks from the last two self-study phases, work out the most important learnings and results together and discuss how to successfully transfer them into practice.

Contents

1. the basis: service agreements in detail 

  • Requirements for robust Service Level Agreements (SLA)
  • Translating business requirements into SLAs
  • Make services measurable with KPI metrics and manage them operationally
  • Making agreements customer-oriented and legally compliant
  • Special features of SLAs for customers and service providers

2. change management for service owners

  • Continuous changes in the service lifecycle
  • Change management processes for service owners
  • Commissioning new and modified services (with checklists)
  • Expand, split and supplement services
  • Initiate and control CIP (continuous improvement processes)

3. collaboration in the service organization 

  • Delegation and control of service responsibility
  • Formulate and monitor work orders
  • Use performance reviews as a means of appreciation
  • Organize and ensure cooperation between service units

4. processes, tools, routines in the service workflow

  • Processes and interfaces
  • Tickets and workflows
  • Regular meetings and boards
  • Planning skills and resources

In this course you will learn

This online course offers you a digital blended concept that has been developed for part-time learning. With a time budget of at least 3-4 hours per week, you are sure to reach your goal. Alternatively, you can schedule the learning units flexibly. This is how you learn in the course:

Self-study phases: Learn independently, at your own pace and whenever you want. Our courses offer you didactically high-quality learning material with videos, articles, interactive exercises, quizzes and learning checks.

Live webinars: In regular online seminars, you will meet your trainers in person. You will receive answers to your questions, specific assistance and instructions on how to deepen your knowledge and apply the skills you have acquired in practical exercises.

Learning community: A digital learning community is available to you throughout the course. Exchange ideas with other participants and the trainers and ask questions.

Future Jobs Club: Get exclusive access to a business network, micro-learningssparks), news and future work hacks.

Certificate of attendance and Open Badge: As a graduate of the course, you will receive a certificate and an Open Badge that you can easily share in professional networks (e.g. LinkedIn). 

Benefit

  • You will learn how to introduce, fill and establish the new role of service owner in your organization.
  • You will learn the most important definitions of terms and key methodological principles of service management.
  • You will learn which components, features and KPIs characterize successful services.
  • You will be provided with strategies and methods that will help you with stakeholders.
  • You combine service responsibility, service expertise and entrepreneurial thinking, making you an ideal candidate for a responsible role in your organization.
  • They are qualifying for a new profession that will play a major role in the future and is already in high demand today.

Take an active part in our online community and work with your own questions - this is how you will benefit most from this online essential. This will allow you to apply the content both in self-study and in practical exercises.

trainer

Methods

Well-founded trainer, presentations, practical exercises, self-reflection, discussions, work aids, group work on real projects of the participants and exchange of experience in the learning community.

The following third-party tool can be used in the event:

Recommended for

This course is aimed at people who are responsible for the development, implementation and continuous improvement of services in companies or organizations. This includes service managers and service designers, but also managers and specialists from other areas such as sales, marketing, customer service or product management.

Overall, the course provides an overview and introduction to the work of the service owner. It is equally suitable for newcomers and career changers as well as for people with previous knowledge who want to sharpen their tasks and role and make a greater impact with their work.

Open Badges - Show what you can do digitally too.

Open Badges are recognized, digital certificates of participation. These verifiable credentials are the current standard for integration in career networks such as LinkedIn.

With them, you digitally demonstrate the competences you possess. After successful completion, you will receive an Open Badge from us.

Read more

Further recommendations for "The Toolbox for Service Owners: Successfully controlling and managing services"

Attendees comments

"Great, modern concept with a mix of webinars and self-study phases. I found the course ideal for gaining a comprehensive insight into the role and tasks of a service owner. In addition to the theory, there were lots of practical examples and room for questions and discussions."

Jessica Nacci
HAUSBANK MÜNCHEN eG

"The Master Class 'Service Owner' offers a perfect mix of self-study phases and interactive webinars. The live webinars offer enough space for practical examples and questions. The course content is conveyed very clearly using numerous practical examples. I was able to integrate valuable knowledge from all four modules into my day-to-day work."

Sven Benninghaus
ADAC IT Service GmbH

"The mix of self-study phases and webinars, in which knowledge is imparted in a practical way, is very helpful for prospective service owners."

Nico Besch
Bavarian Pension Chamber

"Great format for prospective service owners. In-depth knowledge is imparted here and practical exchange is practiced."

Arthur Sammet
SIGNAL IDUNA Group

"I really liked the friendly, informative and competent way in which the training courses were conducted. The documents and live webinars were very detailed and very well designed."

Pierre Clemenz
Motec GmbH
View into the product

Here you can get impressions of the training as well as information about the training topic.

Articles, interviews or whitepapers on the topic

From service management to the role of the service owner

Whether IT helpdesk, specialist applications, cloud services or web store: IT services have become ubiquitous thanks to digitalization. But with the multitude of tasks comes complexity. After all, the services need to be managed profitably - both internally and externally. This is why more and more companies are relying on centralized IT service management and the role of the service owner as an integral component. From service management [...]

Learn more here

Service Owner - not your average IT job

While jobs like telephone operator are a thing of the past, job descriptions like service owner are on the rise. Companies are undergoing transformation processes, and this is accompanied by changes in the job description. But what exactly does a service owner do? A look within our own ranks has shown that even in the Haufe Akademie This profession has already arrived. For two [...]

Learn more here

What is ITSM? Examples and best practices

Services are increasingly becoming the focus of attention and the market for IT-based services is growing rapidly. It is therefore not surprising that almost 90 percent of the DACH companies surveyed in a Deloitte survey now want to expand their service management strategies.¹ The focus is on improving IT service quality and thereby increasing operational efficiency. This can be achieved with good IT service management (ITSM). [...]

Learn more here

Service Owner: Salary, tasks and skills

Services have become increasingly important in companies, particularly as a result of digitalization. They are an elementary component of the value chain. Service owners are employed in companies to ensure the quality, success and profitability of the services offered. Find out everything you need to know about the job description here. What is a service owner? Definition A service [...]

Learn more here

Articles, interviews or whitepapers on the topic

From service management to the role of the service owner

Whether IT helpdesk, specialist applications, cloud services or web store: IT services have become ubiquitous thanks to digitalization. But with the multitude of tasks comes complexity. After all, the services need to be managed profitably - both internally and externally. This is why more and more companies are relying on centralized IT service management and the role of the service owner as an integral component. From service management [...]

Learn more here

Service Owner - not your average IT job

While jobs like telephone operator are a thing of the past, job descriptions like service owner are on the rise. Companies are undergoing transformation processes, and this is accompanied by changes in the job description. But what exactly does a service owner do? A look within our own ranks has shown that even in the Haufe Akademie This profession has already arrived. For two [...]

Learn more here

What is ITSM? Examples and best practices

Services are increasingly becoming the focus of attention and the market for IT-based services is growing rapidly. It is therefore not surprising that almost 90 percent of the DACH companies surveyed in a Deloitte survey now want to expand their service management strategies.¹ The focus is on improving IT service quality and thereby increasing operational efficiency. This can be achieved with good IT service management (ITSM). [...]

Learn more here

Service Owner: Salary, tasks and skills

Services have become increasingly important in companies, particularly as a result of digitalization. They are an elementary component of the value chain. Service owners are employed in companies to ensure the quality, success and profitability of the services offered. Find out everything you need to know about the job description here. What is a service owner? Definition A service [...]

Learn more here

Joint online training
Booking number
34882
€ 1.240,- plus VAT
20 hours practice ...
Online
3 Events
German
Events
Train several employees internally
Pricing upon request
  • Customized training courses according to your needs
  • Directly at your premises or online
  • Cost advantage from 5 participants
  • We contact you within 24 hours (Mon-Fri)
20 hours over four weeks
In-person or Online

Future Jobs Classes

Get fit for your job of the future and become a Service Owner.

Start dates and details

  Select time period
0 events
06.08.2025
Live online
Booking number: 34882
€ 1.240,- plus VAT.
€ 1,475.60 incl. VAT.
Course
zoom
zoom
Technical notes
We use various software to conduct our online events.
Modules
20 hours over four weeks
Limited number of participants
Webinar
Kick-off, introduction and a first overview
Date
06.08.2025
Course
zoom
Schedule
Start 09:00 am, end approx. 11:00 am
Webinar
Workflows, routines and best practices - Part I
Date
20.08.2025
Course
zoom
Schedule
Start 09:00, end approx. 12:00
Webinar
Workflows, routines and best practices - Part II
Date
03.09.2025
Course
zoom
Schedule
Start 09:00, end approx. 12:00
01.10.2025
Live online
Booking number: 34882
€ 1.240,- plus VAT.
€ 1,475.60 incl. VAT.
Course
zoom
zoom
Technical notes
We use various software to conduct our online events.
Modules
20 hours over four weeks
Limited number of participants
Webinar
Kick-off, introduction and a first overview
Date
01.10.2025
Course
zoom
Schedule
Start 10:00 am, end approx. 12:00 pm
Webinar
Workflows, routines and best practices - Part I
Date
15.10.2025
Course
zoom
Schedule
Start 09:00, end approx. 12:00
Webinar
Workflows, routines and best practices - Part II
Date
29.10.2025
Course
zoom
Schedule
Start 09:00, end approx. 12:00
07.01.2026
Live online
Booking number: 34882
€ 1.240,- plus VAT.
€ 1,475.60 incl. VAT.
Course
zoom
zoom
Technical notes
We use various software to conduct our online events.
Modules
20 hours over four weeks
Limited number of participants
Webinar
Kick-off, introduction and a first overview
Date
07.01.2026
Course
zoom
Schedule
Start 10:00 am, end approx. 12:00 pm
Webinar
Workflows, routines and best practices - Part I
Date
21.01.2026
Course
zoom
Schedule
Start 09:00, end approx. 12:00
Webinar
Workflows, routines and best practices - Part II
Date
03.02.2026
Course
zoom
Schedule
Start 09:00, end approx. 12:00
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Fully booked.
The next booking ensures this course will take place
Booking number: 34882
€ 1.240,- plus VAT.
€ 1,475.60 incl. VAT.
Details
20 hours over four weeks
Limited number of participants
Booking number: 34882
€ 1.240,- plus VAT.
€ 1,475.60 incl. VAT.
Details
20 hours over four weeks
Limited number of participants
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