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The toolbox for service owners: successfully controlling and managing services
Course
2

Booking no:

34882

The toolbox for service owners: successfully controlling and managing services

Learn how to create a transparent service organization and establish iterative processes for continuous development.

4 weeks
approx. 20 hours
3 webinars & 4 self-study phases
German
Junior, Professional and Master Class

Date preview

Start date
Last module
Availability
Location
6.8.2025
3.9.2025
Places free
Maximum planning security
Implementation already secured
Hook on!
Next booking secures the
implementation
Live-Online
1.10.2025
29.10.2025
Places free
Maximum planning security
Implementation already secured
Hook on!
Next booking secures the
implementation
Live-Online
7.1.2026
3.2.2026
Places free
Maximum planning security
Implementation already secured
Hook on!
Next booking secures the
implementation
Live-Online

Module overview

The following module overview shows dates for the course start on
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Module
1

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.

Webinar
120 min.

Wednesday, 06.08.2025
09:00 am - 11:00 am

61405184
Module
1

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.

Webinar
120 min.

Wednesday, 01.10.2025
10:00 a.m. - 12:00 p.m.

61430496
Module
1

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.

Webinar
120 min.

Wednesday, 07.01.2026
10:00 a.m. - 12:00 p.m.

61430497
Module
2

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
Self-study phase
170 min.
61405184
Module
2

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
Self-study phase
170 min.
61430496
Module
2

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
Self-study phase
170 min.
61430497
Module
3

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)
Self-study phase
130 min.
61405184
Module
3

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)
Self-study phase
130 min.
61430496
Module
3

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)
Self-study phase
130 min.
61430497
Module
4

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.

Webinar
180 min.

Wednesday, 20.08.2025
09:00 am - 12:00 pm

61405184
Module
4

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.

Webinar
180 min.

Wednesday, 15.10.2025
09:00 am - 12:00 pm

61430496
Module
4

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.

Webinar
180 min.

Wednesday, 21.01.2026
09:00 am - 12:00 pm

61430497
Module
5

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
Self-study phase
140 min.
61405184
Module
5

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
Self-study phase
140 min.
61430496
Module
5

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
Self-study phase
140 min.
61430497
Module
6

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
Self-study phase
160 min.
61405184
Module
6

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
Self-study phase
160 min.
61430496
Module
6

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
Self-study phase
160 min.
61430497
Module
7

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.

Webinar
180 min.

Wednesday, 03.09.2025
09:00 am - 12:00 pm

61405184
Module
7

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.

Webinar
180 min.

Wednesday, 29.10.2025
09:00 am - 12:00 pm

61430496
Module
7

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.

Webinar
180 min.

Tuesday, 03.02.2026
09:00 am - 12:00 pm

61430497

Course overview

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).