Course Overview
This course provides professionals with the knowledge and tools to develop and manage services as structured projects. It bridges the gap between service design and project execution, offering a comprehensive understanding of how to initiate, plan, deliver, and improve services through best-in-class project management methodologies. Whether you’re developing IT services, public services, or business process services, this course will help you ensure high-quality outcomes aligned with customer needs.
Course Objectives
By the end of this course, participants will be able to:
- Understand the principles of service development within a project context
- Apply project management techniques to service planning and implementation
- Integrate customer experience and service design into project lifecycles
- Define service requirements, success criteria, and SLAs
- Use tools to monitor service development performance
- Manage risks and changes in service-based projects
- Align services with organizational strategy and stakeholder expectations
Training Methodology
Zoe Talent Solutions is known to be unique in its training methods and approach. The mixed concept of training sets it apart from other similar institutions. The training is delivered by experienced professionals from the domain of interest, using detailed audio-visual presentations for ease of reference.
Further, practical training includes role-plays, case study discussions, projects, etc. assigned to the trainees in groups to help trainee interaction. Trainee experiences and challenges at their work places are also discussed in detail by the trainer. This approach is used for all training courses by Zoe Talent Solutions and is called the Do–Review–Learn–Apply Model.
Course Outline
Module 1: Introduction to Service Development in Project Management
- What is service development?
- Differences between service and product projects
- Lifecycle of a service project
- Service strategy alignment
- Roles and responsibilities in service development projects
Module 2: Service Design Thinking and Innovation
- Principles of service design
- Mapping the customer journey
- Service blueprinting
- Designing for user experience (UX)
- Co-creation and stakeholder involvement
Module 3: Defining Service Requirements and Scope
- Translating customer needs into service requirements
- Documenting service features and performance criteria
- Defining scope and deliverables
- Service Level Agreements (SLAs)
- Quality assurance for services
Module 4: Planning the Service Development Project
- Project initiation and business case development
- Work Breakdown Structure (WBS) for service projects
- Resource allocation and scheduling
- Risk planning and mitigation for service delivery
- Budgeting and cost estimation
Module 5: Executing and Monitoring Service Projects
- Managing service development workflows
- Agile, Scrum, and hybrid approaches for services
- Communication and stakeholder management
- Performance tracking and service KPIs
- Managing vendors and third-party providers
Module 6: Managing Service Change, Risk, and Improvement
- Change management in service delivery
- Identifying and mitigating service-related risks
- Incident and problem management integration
- Continuous improvement using PDCA and Lean
- Lessons learned and project close-out
Module 7: Tools, Templates, and Practical Application
- Service project charter and templates
- Service design canvas
- Project management software for service development
- Case study: Developing a customer support service
- Group activity: Create your own service development project plan
Certificate of completion from Zoe for successful participants
Zoe is Recognized & Accredited by the Government of Dubai, The Knowledge and Human Development Authority (KHDA), providing government-approved vocational educational qualification programs that are recognized internationally.
