» Practical Service Management Office

Establishing a Service Management Office (SMO) is a goal for many organizations, but what exactly is an SMO and what should it do? When implementing an SMO, it is extremely important to first clearly define its objectives. Only then can the tasks that fall under the SMO’s responsibility be planned, and the organization and governance model be constructed.

The Practical Service Management Office training helps to understand how an SMO enables consistent processes with business objectives, improves service quality, reduces risks, and enhances resource utilization. Learn how to start implementing an SMO considering the needs of your own organization.

What’s it all about?

We have noticed that there are many uncertainties and even misunderstandings related to SMO in organizations. This is partly because there is no single comprehensive definition for an SMO, as its responsibilities and scope largely depend on the implementing organization. At Justin, we want to offer you the opportunity to learn what aspects need to be considered in the planning and implementation of an SMO, so you can adapt it to your own organization.

During the training, participants will be introduced to the key terminology and concepts of SMO and will be taught the planning, implementation, and measurement of an SMO. The learning process is supported by practical exercises.

In the Practical Service Management Office training, you will learn how to apply theory to practice.

Training delivery and content

The two-day training consists of a series of exercises in addition to lecture-based teaching. The training includes the following topics:

Vision and benefits of SMO
Role of SMO in the service organization
Functions of SMO
Governance perspectives of SMO
SMO vs. supplier management vs. SIAM
Organizing the SMO
Implementation of the SMO

The training is available both as public sessions and customer-specific implementations.

Duration

2 days

Who is the training intended for?

The training is intended for individuals planning the implementation of a Service Management Office, as well as those working in process management and service management. Typical job roles of participants include:

Service Managers
Service Owners
Process Experts and Owners
Service Architects
Business Developers

Training format & materials

In person or virtually
Teaching language Finnish/English, materials in English (PDF)

Select a contact person below and ask us for more information!

Mika Lyytinen

Practice Lead | Partner ml@justin.fi Read more

Jani Palmu

CEO | Co-Founder | Sales jani.palmu@justin.fi +358 40 534 7516 Read more

Practical Service Management Office