Certified Service Manager (CSM)

Created by public service leaders, the Certified Service Manager (CSM) Program is designed to:

  • Establish a common standard of service excellence
  • Provide career development opportunities to public sector management
  • Bring professional recognition to service delivery
  • Improve the overall quality of services offered to citizens

Learning Options
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In order to best meet your organization’s training needs, the ICCS has two options available.

Self-Study Certification Process

Best-suited for individuals who require flexibility when pursuing professional training.

  • Candidates receive the CSM Body of Knowledge and access to the ICCS Learning Management System
  • Certification requires a minimum grade of 80% on the CSM Exam

CSM 5-day Training Program

Designed for organizations looking for an intensive training option for service delivery staff.

  • Learning objectives are achieved through classroom discussions, activities, exercises and reference materials
  • The CSM 5-day Program covers a variety of areas related to service delivery for both internal and external clients, including:
    • Effective Service Management
    • Human Aspects of Service Management
    • Service Improvement
    • Understanding & Enhancing Citizen Access
    • Effective Service Standards

CSM Course Offerings

Designed to bring the concepts and ideas presented in the CSM Body of Knowledge to life by encouraging learners to explore areas related to effective management of service deliveries and methods of improving citizen-centred services. Learning objectives are achieved through classroom discussions, activities, exercises and reference materials.

Course subjects include:

  • Public sector Service Fundamentals
  • Effective Service Management
  • Human Aspects of Service Management
  • Service Improvement
  • Understanding & Enhancing Citizen Access
  • Effective Service Standards

View a list of our CSM Course Offerings.

Testimonials #

5-day CSM Participants #

“Everything was presented in terms that made it personal to our roles, making the content easy to understand.”
“The facilitator was excellent, and presented the material in a clear and concise manner.”
“The content more than met my expectations.”
“Great course! Great Instructor! I was worried that this material would be dry and hard to engage with but I was very wrong!”
“I came to this course somewhat confused and frustrated, but after the five days I am energized to study and complete my CSM Certification!”
“Every service manager should be required to take this (course).”
“Lots of extremely valuable information and tools to put into practice.”
“This was a very thorough and useful program. I look forward to implementing these techniques."

Stand-alone CSM Courses
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“Excellent and relevant discussions. The facilitator provided real examples that were very relatable.”
“Good mix of case studies, examples and discussions.”
“Useful content and provides a good opportunity to meet professionals to discuss common issues.”
“Overall the course was very good. I learned valuable information that I can transfer (to my work).”
“Excellent course and wonderful facilitators! Thank you!”
“I wish we could have this course be mandatory for all our managers.”

Sign Up #

Increase your service delivery competencies or those of your team by signing up for our C&L programs. Contact us for more information.