Service Management Online Course

Service Management is an online course that provides a toolbox to better understand and analyze recent developments in service management.

By participating in this course, you will gain a good understanding of how to

  • assess and optimize service quality, 
  • design effective service recovery measures, 
  • integrate customers and technology in service delivery,
  • assess the future role of artificial intelligence in service,
  • develop hybrid offerings in business markets.

For companies, this program represents an effective way to gain new ideas for promoting customer-centric business strategies. For service managers and experts, the course is a cost-efficient and flexible way of further refreshing and extending their service-related knowledge and skills.

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By completing the course, you will get an Aalto EE Service Management certificate worth 0.5 ECTS.

Video lectures

Online exercises to check your mastery of each theme

Your own schedule and pace

Customer Experiences

“The online video modules were excellent. I really enjoyed the videos with examples at the end.”

“The module was very helpful and gave me lots of ideas and tools to utilize in my daily work.”

2020 participants

100% of the 2019 participants recommend the course

Watch the introduction video of the sample module:


The course serves as a cost-efficient and flexible way for updating participants’ service management know-how. It is also an effective tool to provide selected teams, groups, or departments with a similar level of knowledge. The course allows flexible study patterns.

Get a toolbox to better understand and analyze recent developments in service management
Gain new ideas and tools for developing and optimizing service operations inside the company


The course is designed for managers and experts who are looking for a conceptual toolbox for service management.

The course offers an effective way to gain new ideas for promoting customer-centric business strategies.

Contents and Schedule

To provide you with effective tools for optimizing your service operations, the course starts with approaching the foundations of service business. To capture service quality as a major aim of service provision, the online course discusses prominent service quality concepts and covers seminal tools for measuring service quality. The course also discusses strategies for effective service recovery and introduces self-service technologies and artificial intelligence as major drivers of service innovation.

You will also identify co-creation as an emerging trend in service innovation management. The course illuminates customer value creation as a major strategic aim of business operations. In addition, customer-centricity is introduced as a major organizational precondition for safeguarding customer value.

The estimated study time of the course is 12 hours. The course allows flexible study patterns; you can decide on your schedule and the speed you progress. The recommended study schedule is 2-3 hours per week for 3-4 weeks.

Instructor: Tomas Falk, Professor of Marketing, Aalto University School of Business

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Fee and Registration

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