This guide teaches a service manager to take a government service from idea to live, and to support it afterwards. It mirrors the Service Manager Certification course lesson by lesson, with the same screenshots, so you can look things up after the course.
Every example uses the course demo service Course Demo - Umuganda Travel Clearance on staging. All names, IDs and application numbers are test data. Request portal and Kibana access through the Irembo service desk.
What the certification covers, the two lifecycles (service and application), and the demo service used in every lesson.
A simple service end to end: initiate it in the organization portal, configure Overview, Form, Pricing, Workflow, Officer form and Translations, prepare it for testing, apply, pay and process it until the certificate.
A medium service: dynamic pricing, Price Logic, payment routing, workflow actions, office assignment and certificates.
An integrated service: fetch data on the form, push applications to partners from the workflow, and the CanalBox assignment.
Go-live and operations: the QA loop, organization sign-off and admin approval, Service Improvement, gotchas, Kibana and debug drills.
The final certification exam.