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.
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.
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
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)
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.
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
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
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.
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.
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.
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."

"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."

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

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

"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."

Start dates and details


