Service Management

Motivation to take the course

Overall, this course is designed to explain the context in which an outsourcing company and any B2B company (to some extent) operate. As we dissect each item within the value chain, you will be able to identify inconsistencies that cause friction and limit the system itself. Afterwards, we’ll use service management, implement a knowledge manifestation system, and apply a gateway approach to reengineer the company’s value chain, remove bottlenecks, and unlock scalability potential.

By the end of the course, you will have a solid foundation for applying Service Management in your role. The following are the steps you will follow to build your knowledge:

  1. Discover what constitutes a service, its limits, and reasons to add/remove one.
  2. Create your service portfolio and identify the key responsibilities of the outsourcing vendors.
  3. Unify delivery approaches and create frameworks/templates to support them.
  4. Shape communication and marketing strategy, identify target markets, and create an ideal client profile (ICP). Consistency in messaging is the key.
  5. Apply data points to track strategy across the company and use quantitative and qualitative data in your decision-making.
  6. Apply data points to track strategy across the company and use quantitative and qualitative data in your decision-making

This course aims to facilitate a transparent relationship between companies, their clients and employees. You will understand the context in which your business operates and learn how to design a system that maximizes positive impact. All of these insights will contribute to the success of your project in the long run.

Target Audience

This course will benefit those who work:

  • for a B2B service company and want to have a better grasp of its operating context and service management strategy.
  • on pre-sales and design value propositions for their clients (Engagement managers, PMs, BAs, QAs, Architects, Tech leads, etc.)
  • in management positions and have a direct influence on the systems in which they operate, and, therefore, have the power to make changes (Project managers, Delivery managers, Heads of CoE, Delivery directors, Account managers, etc.)

Course structure

1. Service management: why should you care?

  • What is service design?
  • What are its specifics in B2B market?
  • Why do companies need to implement it?
  • Success stories in-between the day-to-day work.

2. What is a service?

  • What constitutes a service?
  • What’s the difference between the service/engagement model and expertise?
  • Why is it necessary to set limits between services?

3. Service design 101

  • What are the touch-points between Vendor and Client?
  • Are there possible silos?
  • Consistency is the key: how to achieve it?
  • Risk & reward equation: what is it?

4. A systematic approach to value chain design

  • Service starts before delivery: why?
  • Why the “100% custom” approach is your enemy?
  • Why the modular system leads to decreased overheads?
  • Education is the key.

5. Expectation management

  • What is expectation management?
  • Why does it matter in B2B, especially for a service business?

6. Positioning

  • Why is the principle of “less is more” valuable in positioning?
  • How can you stand out in a saturated market?
  • How can you create a strategy to gain/sustain positioning?
  • What can you do to ensure that your positioning always generates ROI (directly or indirectly)?

Learning outcomes

By the end of the course, you will:

  • Understand the context in which your outsourcing company operates from a tactical/strategical standpoint
  • Recognize what constitutes the “Service” in the B2B market and what makes it different from the engagement model & pricing
  • Learn how to create a solid foundation in the company (service portfolio and knowledge manifestation system), allowing you to scale fast and efficiently
  • Find out why transparency matters and can help you to support your offering/increase NPS
  • Find out why transparency matters and can help you to support your offering/increase NPS
  • See the connection between your marketing materials and the client’s expectations and balance them

Lecturer info

Andrii Laba, Service Product Manager

Andrii combines his background in business analysis, IT domain acumen, and product management, to create sharp positioning for B2B companies. As a Director of Service Management, he’s working on the phased introduction of a customer-focused Services Portfolio and a metrics-backed brand value chain creation. For the last three years, he has been working with outsourcing companies to adopt the Service Management approach. He has successfully implemented the change on the scale (1,300+ people), and now is trying to replicate the success on a smaller scale with more constraints but a faster pace. He also consults companies on how to improve their operational efficiency, become more transparent, and focused on CX/Service management.