M6 -Service Provision (3 ECTS)

FULL ON-LINE – December 2025

This module aims to:

• Introduce the service management approach
• Support the re-design of services
• Provide tools for the assessment/re-design of services

The module takes an operations’ perspective to look at the fundamentals of service management.


  • Provide in-depth insights to manage and deliver high quality services.
  • Develop a basic understanding of the “state of the art” of service management thinking.
  • Promote a user service-oriented thinking within the RI

Learning Model

Recorded lectures, self-assessment exercises, and assignments.

The programme covers the following topics

1- Introduction to the Service Provision perspective

2- Flowcharting the service process

3- Identifying service quality gaps

4- Assessing service quality gaps

5- Re-designing services

Fees & Enrolment

Participation fee: 1,200 Euros

Tuition fees include:

Teaching materials
Access to the University’s facilities
Coffee breaks and lunches during face-to-face modules
Fees do not include travel costs and living expenses. For accommodation, participants will benefit from the University’s agreements with nearby hotels. For information: ritrain@unimib.it.

If you want more info, please send an email to ritrain@unimib.it and visit this page.

The Venue

This module will be held at the University of Milano-Bicocca. The University of Milano-Bicocca is located at Piazza dell’Ateneo Nuovo, 1 in Milan. Our campus benefits from the full array of learning environments and university-wide services.

How to reach us


Meet the Faculty

Laura Mariani, Professor of Business Economics at the University of Milano-Bicocca

Benedetta Trivellato, Research Fellow at the University of Milano-Bicocca

Who should Apply ?

• Director Generals, Chief Operating Officers or their equivalent
• Recently appointed or upcoming senior managers
• Heads of National Nodes
• Heads of Finance and Administration, HR and Communication
• Middle management
• Representatives of funding bodies and ministries responsible for RI funding