Service Integration Excellence Expert Course prepares professionals to structure integration and excellence in service management, aligning governance, suppliers and operational delivery models. The training focuses on service coordination and improvement practices, supporting consistency, quality and performance in multi-supplier environments.
Quick Access: Introduction· Why this course exists· What this course enables· Frameworks and standards· Value· Objectives· Target audience· Programme· Exam & Certification· Other information· Benefits· Logistics· Registration
Upcoming dates
Confirmed dates.
Synchronous, live training. Interaction with the trainer and the group.
Live Online • next edition
Live Online • base price
Language: available in Portuguese or English
Training: advanced and applied
Exam: 3h
SPECIALIST LEVEL — advanced competences to address critical challenges in the field.
Why this course exists
To enable professionals to govern services in an integrated way, reduce operational risk and produce defensible evidence for management and audit.
Many organisations have processes, tools and certifications, but still face difficulties when they need to integrate services across multiple teams and suppliers, respond effectively to critical incidents, align operations, governance and contracts, or demonstrate control and maturity to management and audit.
CSIE exists to close this gap, transforming best practices into consistent decisions and auditable evidence.
What this course enables you to do
Govern
Govern services in an integrated way, oriented towards value, reliability and end-to-end control.
Decide & justify
Define and justify SLAs, metrics and critical decisions based on risk, impact and evidence.
Operate & stabilise
Operate and stabilise services in complex, multi-supplier contexts, reducing impact and recurrence.
Evidence
Prepare consistent evidence for audits, management reviews and operational accountability.
Frameworks, standards and best practices addressed throughout the course
ISO/IEC 20000-1 (Service Management System)
SIAM and multi-supplier governance
SLAs, OLAs, contracts and end-to-end metrics
Integration with ISO/IEC 27001
Integration with ISO/IEC 27013
Reliability, continuity and assurance
Measurement, reporting and decision-making
Value for the organisation
- Reduces operational risk and recurring incidents through integration and end-to-end control.
- Improves service reliability and predictability, with metrics that support decision-making and structured reporting.
- Aligns suppliers and internal teams, clarifying responsibilities, commitments and escalations.
- Strengthens management decision-making capacity, supported by consistent and defensible evidence.
- Demonstrates control and maturity to clients, audits and management review.
Introduction
Service Integration Excellence Expert Course is an advanced and applied training course in Integrated Service Management, designed for professionals who already operate in IT Service Management contexts and wish to elevate their practice to higher levels of integration, reliability, governance and auditable evidence.
Across five intensive days, CSIE covers the full service lifecycle, from strategy and planning to operations, assurance and improvement, with an explicit focus on business value, informed decision-making and end-to-end control.
The Service Integration Excellence Course challenges participants to apply, decide, justify and document in scenarios comparable to those they face in their professional context.
This course prepares participants for the Certified Service Integration & Excellence Expert personal certification.
This Training Plan and all associated documents are protected by Copyright and registered as a literary work with IGAC.
General Objectives
At the end of this course, participants will be able to:
- Model the full service management lifecycle with a value-oriented approach.
- Define scope, governance and measurable objectives.
- Design and transition services with appropriate change control.
- Operate critical services while reducing MTTR and impact.
- Ensure availability, capacity, continuity and security.
- Measure and report performance using metrics that support decision-making.
- Prepare consistent evidence for audits and management reviews.
- Orchestrate multi-supplier ecosystems, including cloud.
Target Audience
- Service Managers and Service Owners.
- Professionals responsible for ITSM practices (Incident, Change, SLM, Supplier).
- Operations, reliability and platform managers.
- Professionals responsible for SIAM and supplier integration.
- Governance, risk, compliance and internal audit professionals.
- Senior IT Service Management consultants.
Prerequisites
There are no mandatory formal prerequisites. However, experience or exposure to contexts involving information security, governance, risk management, compliance and IT operations is recommended, including familiarity with concepts related to an Information Security Management System (ISMS/SGSI) and with the structure of ISO standards.
Additionally, other specific requirements may apply, where relevant, depending on the quotation/proposal presented (please consult the proposal).
Programme
Foundations of Integrated Service Management
Context, Scope and Service Governance
Planning, Risk and Documented Information
Portfolio, Catalogue and Service Agreements
Service Design and Transition
Operations: Resolution and Fulfilment
Service Assurance
Monitoring, Reporting and Metrics
Audit, Review and Continual Improvement
Stakeholder Value and Relationship Management
Supplier and Cloud Integration
Knowledge, Automation and HVIT
Competences, Roles and Culture
Practical Integration and Evidence
Exam(s) and Certification
Exam “Certified Service Integration & Excellence Expert”
The exam covers the following competence domains:
- Domain 1: Foundations and Integrated Service Management Model
- Domain 2: Service Context, Scope, Governance and Planning
- Domain 3: Portfolio, Catalogue, Agreements and Service Design/Transition
- Domain 4: Operations, Stabilisation and Service Assurance
- Domain 5: Monitoring, Metrics, Reporting and Audit
- Domain 6: Advanced Integration, Suppliers, People and Evolution
Language(s): Portuguese and English (please consult BEHAVIOUR regarding availability in other languages).
Duration: 3 hours.
Format: Open questions based on a case study and related to the competence domains.
Pass mark: 700/1000 points.
Results: Pass or Fail.
Issuing entity: Behaviour (legal entity), through its certification service Behaviour Certification Services.
Retake: 1 free retake within a maximum period of 2 months after the date on which the exam result is made available.
Certification
After successfully completing the exam and accepting/signing the applicable agreement and Code of Ethics, the candidate may apply for one of three levels, according to experience:
- Certified Service Integration & Excellence Associate: no previous professional experience is required.
- Certified Service Integration & Excellence Lead: 2 years of professional experience in Service Management, IT Service Management, service integration or equivalent roles in operational, governance or reliability contexts.
- Certified Service Integration & Excellence Expert: 5 years of professional experience in Service Management and Service Integration, including decision-making responsibilities, multi-supplier coordination, assurance or leadership of improvement initiatives.
A Certificate and a Digital Certification Badge will be issued to participants who successfully complete the certification exam and satisfy all the requirements of the certification for which they apply. Certification is issued by Behaviour (legal entity), through its certification service Behaviour Certification Services.
The personal certification programme “Certified Service Integration Excellence” is designed and maintained in accordance with ISO/IEC 17024.
Certification programmes are valid only for individuals (not companies), and the award and maintenance of certification depend on the exam result, professional experience and compliance with the applicable agreement/Code of Ethics.
If the professional does not comply with the agreement/Code of Ethics, certification is not granted or is revoked.
Other Information
General Information
- Training available in Portuguese or English
- Online training materials in Portuguese or English, with online access and in accordance with the awarded conditions
- Practical step-by-step implementation methodology
- Behaviour digital Training Attendance Certificate with 40 CPD/CPE credits
- Online Certification Exam, in Portuguese or English. The exam may be taken up to 2 months from the course start date
- If the candidate does not pass the exam, they are entitled to one free retake within a maximum period of 2 months from the release date of the initial exam result
- Digital Certification Diploma and Digital Certification Badge after successfully passing the exam and completing the application process. This process has no associated cost
Trainer(s)
Benefits
View benefits
- Advanced and applied training, aligned with professional reality.
- Development of decision-making, governance and evidence-related competences.
- Practical integration of frameworks and standards (ITIL® 4, ISO/IEC 20000-1, SIAM, integration with 27001/27013).
- Preparation for leadership roles in integrated service management.
- Behaviour certification with progression across levels (Associate / Lead / Expert).
Logistics
Useful information
- Live Online (synchronous time): 09h30–17h30 (Lisbon time), with a lunch break and short breaks
- Classroom (synchronous time): 09h30–17h30 (Lisbon time), with a lunch break and short breaks
- 35 hours of synchronous training, distributed across 5 consecutive days
- Estimated 5 hours of guided autonomous work, intended for content consolidation, completed flexibly outside the synchronous sessions
- Requirements: computer with stable internet, browser, PDF reader, audio/video
Hotels in Lisbon
Frequently Asked Questions
Objective answers to additional questions about the Service Integration Excellence Expert Course.
What is the difference between this course and training focused only on ITIL® 4 or only on ISO/IEC 20000-1?
The course does not limit itself to the isolated presentation of practices or requirements. It works through the articulation between governance, operations, suppliers, metrics, assurance and evidence, helping professionals connect reference frameworks and apply them coherently in real service contexts.
Is this course still useful if the organisation does not yet have a formal SIAM model?
Yes. The course remains useful even where the organisation has not yet formally adopted a SIAM model, because it helps structure interfaces, responsibilities, metrics, escalations and coordination mechanisms between teams and suppliers.
Is the course relevant for hybrid, cloud and multi-supplier environments?
Yes. The course is particularly relevant in contexts where services depend on multiple suppliers, cloud platforms and different internal teams, requiring operational integration, end-to-end control and consistent criteria for decision-making and evidence.
What kinds of artefacts and evidence will participants be better prepared to structure?
Throughout the course, participants strengthen their ability to structure and assess artefacts such as service catalogues, service level agreements, responsibility matrices, operational metrics, performance reports, evidence for management review and useful support for audit.
In which organisational situations does this course tend to create the greatest value?
The course tends to create particular value during phases of operational transformation, supplier transition, service ecosystem growth, cloud adoption, increased recurring incidents or the need to strengthen governance, accountability and service predictability.
For general questions about registration, delivery modes, exams, certification and recertification, please consult the BEHAVIOUR® FAQs.
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