Service management: (ri)progettare, gestire e orientare i servizi pubblici
Effective management of services to meet the needs of recipients
Public services are increasingly expected to respond to complex and rapidly evolving societal needs. Meeting these expectations requires moving beyond a purely operational perspective and embracing a Service Management approach that places service users, value creation, and innovation at the center of service design and delivery.
This program provides participants with practical frameworks, managerial tools, and real-world applications to redesign and manage services more effectively, sustainably, and in alignment with public value objectives.
Specifically, this program will enable you to:
- Analyze the trends and transformations shaping the demand for public services.
- Define the strategic positioning of a service.
- Identify and segment service users and target groups.
- Apply the core principles and tools of Service Management.
- Understand the role of citizens and stakeholders in the co-creation of value.
- Redesign a service within your own organization with the guidance of the Faculty.
The program is part of the Government Academy’s "Organizational Innovation and Service Management" area of expertise. Explore all programs and contact us to create a customized training pathway.
For more information: Learn more
Is this program right for you?
This program is designed for executives, managers, public officials, and professionals working in public administrations, nonprofit organizations, public enterprises, and publicly owned companies who want to redesign and enhance the services they are responsible for by adopting an approach focused on users' needs, public value creation, and innovation in service design and delivery.
Connect with our advisors
Learning is never linear. It takes shape over time, combining specific learning needs with practical tools matched to your own challenges.
Talk to our team of Program Advisors to identify the path that best fits your goals and find out how to build a broader development plan through the SDA Bocconi Executive Education Certificate.
Get in touch with Patrizia Trivellato
SDA Bocconi Executive Education Certificate
Your initial conversation with our Program Advisors helps shape your path, clarifying your goals and participation options. It is also the required first step toward earning the Executive Education Certificate.
The SDA Bocconi Executive Education Certificate is the formal recognition awarded upon completion of a learning plan designed around your managerial needs. With the Certificate, every program you attend becomes part of a broader design, built on your growth objectives.
What you will learn
The program consists of 1,5 days totaling 12 equivalent hours and is built on 3 pillars:
How you will learn
With us, the program becomes reality
The Program Management team supports participants from enrollment through to the end of the program, coordinating and managing every organizational aspect.
SDA Bocconi Campus - Milano
Information
Location
SDA Bocconi School of Management
Via Sarfatti 10, 20136 Milano.By attending at least 80% of the classes, you will receive a Certificate of Participation and a digital badge to share with your network on LinkedIn.
Fees
€ 1.000 + VAT
The fee is exclusive of VAT.
Contacts
Program Advisor
Patrizia Trivellato
tel. +39 02 5836 6605
patrizia.trivellato@sdabocconi.itProgram Manager
Camilla Boldrini
tel. +39 02 5836 6605
camilla.boldrini@sdabocconi.it
The Zangrillo Directive
The Zangrillo Directive requires 40 hours of training. We help you make the most of them.
- Meet training requirements in full compliance with the Directive
- Build a learning journey that creates impact and delivers public value
- Develop managerial capabilities, not just technical skills
- Immediately apply what you learn within your organization
- Improve performance, streamline processes, and drive innovation
The Zangrillo Directive makes 40 hours of training mandatory for public sector employees. We help turn a regulatory requirement into a strategic opportunity.
With SDA Bocconi programs for public sector professionals, you can:
Upon request, participants may take a post-program assessment at the end of the course to verify the competencies acquired. Successful completion of the assessment entitles participants to receive a certificate attesting the positive outcome of the training, in compliance with the Zangrillo Directive of 16 January 2025.
Download the brochure and discover how to turn the 40 hours required by the Zangrillo Directive into tangible value.
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 2028 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.
The brochure walks you through the program and the SDA Bocconi experience. Inside you'll find:
The full calendar
The application process
Participant stories
The campus experience
