This program provides professionals with the skills and business perspective necessary to manage across multiple domains for outstanding service management.

The graduate certificate in Service Management Operations addresses the disciplines needed to deliver, and manage new or enhanced services. Today’s economic times bring challenges to operate businesses with ever increasing efficiencies. Consumer expectations of services continue to increase and customer loyalty is harder to obtain. Our courses will prepare students or professionals for jobs such as infrastructure managers; release managers; operations managers; program/project managers; system integrators; business development; or business analysts to meet today’s challenges and exceed customer expectations.

PROGRAM AUDIENCE

Everyone interested in the global service industry will benefit from this new program. People increasing their responsibilities or moving into more managerial and cross-functional positions and those interested in changing their careers will also benefit. And employees that already manage in organizations that integrate people, process, information, and technology to procure or deliver services for their customers.

REAL WORLD DELIVERY

The Service Management program courses are delivered using flexible methods and can be tailored to meet the needs of our students or corporate clients. Some of the options are listed below:

• The traditional on campus (weekday, night or Saturday)
• Customer sites, (weekday, night or Saturday)
• 5 day concentrated on customer’s site with follow-up over the next 10 weeks
• 3 days concentrated, project work, 2 days concentrated, project work
• Web Campus award winning distance learning on the Web
• Other hybrid options will be considered as the need arises.

ADMISSION CRITERIA

• Application
• undergraduate GPA (3.0) with original transcripts
• Two letters of recommendation

CONTACT

Program Advisor: Sharen.Glennon@stevens.edu +1 (201) 216 5381

Michael Parfett, Director Service Management Program,
Distinguished Industry Professor
Phone: 201-216-8731 Fax: 201-216-5385
Email: Michael.Parfett@stevens.edu
Or visit: http://howe.stevens.edu/service

REQUIRED COURSES

• SME 620 Customer Relationship Management examines customer relationship management (CRM) as a key strategic process within all organizations and serves as a foundation course in Service Management Program.
• MIS 712 BPM and Workflow Implementation addresses the techniques and concepts required to map, implement, automate, and evaluate business processes. It focuses on the technical and implementation aspects of Business Process Management.
• MIS 736 Managing IT Service Operations entails the examination of architecture and process considerations for maximizing the quality and integrity of IT services and software, including measurements, compliance testing, and audits. It maps to the Service Transition, Service Operation, and Continual Service Improvement domains of ITIL.
• MIS 690 Supply Chain Management and Strategy serves as the foundation course for studying strategic supply chain management. The course explores the major elements of the supply chain, and exposes students to leading edge thinking on supply chain strategy as well as practical tools and methods for its implementation.

All may be applied to the Service Management & Engineering masters degree.

Click here to download the certificate brochure.