Service Management: (ri)progettare, gestire e orientare i servizi pubblici
Effective management of services to meet the needs of recipients
The program proposes service management logics and tools useful for re-designing and re-orienting public services according to the needs of recipients.
The increasing complexity in the relationship between individuals and services requires a focused approach to correctly identify beneficiaries and structure a coherent offer. Often, there is a mismatch between the actual recipients of services and those for whom the offer was originally designed.
The course aims to fill this gap by providing specific skills for defining beneficiaries, designing supply and promoting strategic management of services.
Those who attend, know how to distinguish between performance and service approaches, value the contribution of beneficiaries in co-producing initiatives, select and segment the target audience, and implement strategic management levers.
You will be able to apply the logic learned on campus by working on a "redesign sheet" to a service of your own making, with the support of the course Faculty.
The program is part of the Government Academy’s "Organizational and digital innovation In PA” area of expertise. Explore all programs and contact us to create a customized education pathway.
For more information: Discover more
Who should apply
You have responsibility (formal or substantive) for one or more services in a public administration, whether central or territorial in a third sector entity, public enterprise or in-house company.
The logics proposed in the course apply particularly to individual demand services, universal services and services of general economic interest (SGEI).
It is advisable to have at least 3 years professional experience.
The program is particularly suitable for those with an expectation of qualifying service delivery, focusing on understanding different needs, satisfaction of operating staff, and consistency between general interest goals and service recipients.
SDA Bocconi Executive Education Certificate
To navigate the evolution of the macroeconomic landscape and organizations, it is essential to broaden your managerial skills. Education plays a central role in this process. Together with our Program Advisors, you can design the learning path that best suits your needs, choosing from various formats to shape your professional growth.
Program Advisory
Learning is never a linear journey—it is a path built together, combining specific training needs with practical tools tailored to individual challenges. Contact our team of Program Advisors, and together we will design the ideal learning path for you or your team, ensuring alignment with your goals.
Your benefits:
A dedicated orientation meeting, either in-person or remotely, to identify learning needs and create a customized plan. Throughout the course, you will experience a tailored welcome to introduce you to the program and foster networking between participants and instructors. Upon completion, your evaluation will become a valuable contribution for continuous improvement of the offering.
How your organization benefits:
Training consultation with HR managers to analyze organizational needs and develop personalized projects. Ongoing progress monitoring and a final follow-up to share results and gather feedback, ensuring constant alignment with pre-set goals.
Get in touch with Patrizia Trivellato
Structure and contents
The program consists of 1.5 days, totaling 12 equivalent hours, and is built on 3 pillars.
Recognize context transformations and implications for services
Define and guide the strategic positioning of services
Service redesign in practice
Calendar and information
Via Sarfatti 10, 20136 Milano
Calendar
- 17 marzo 2026Online10:00 - 12:00
- 24 marzo 2026On campus08:00 - 17:00
- 13 aprile 2026Online09:00 - 11:00
Fees
€ 900 + VAT
The fee is net of VAT but includes teaching materials and working lunches.
Special payment terms
Bocconi Alumni
Bocconi Alumni are entitled to a 20% reduction on participation fees. To take advantage of the discount, please enter your Alumnus status when registering by indicating “ALUMNI 20” in the notes section. Remember that without this indication, the discount will not be applicable.
Women are good for business
To foster and contribute to women’s professional development, SDA Bocconi School of Management offers them until 8 March 2027 a 20% discount on the participation fee for all Executive Open Programs and Executive Online Programs.
Multiple enrollments
Companies, institutions and public bodies that enroll at least 3 participants in a single program are granted a 20% discount for each registration fee. The concession is not applicable for personal enrollment and must be formalized by the start date of the course.
Corporate education programs
In the case of learning needs involving several resources of the same company enrolled in more than one program, it is possible to define a customized plan from the specific needs of the organization. In this case, our Program Advisors are available to build with the client organizations ad hoc training plans with special pricing.
Partnerships and channel agreements
SDA Bocconi offers the possibility to initiate collaborations that allow them to expand the portfolio of educational trainings to be offered to their members. In this case, the School is available to evaluate partnerships and channel agreements so as to respond in a timely manner to the specific needs of the organization.
By attending at least 80% of the classes, you will receive a certificate of participation in the program and a digital badge to share with your network on LinkedIn.
Program Direction
Service design lies at the boundary between strategic choices and organizational conditions, between local authorities and third sector organizations, between the needs of the population and the funding capacity of entities and organizations. the theme of the course is: how to define, within this fr...
In an ever-changing society, service managers are required to have the ability to read the external context in order to align the delivery system with the needs of recipients, activating resources and creating the conditions to innovate: in the course we work on these skills.
