Created by public service leaders, the Certified Service Manager (CSM) Program is designed to:
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.
CSM 5-day Training Program
Designed for organizations looking for an intensive training option for service delivery staff.
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:
View a list of our CSM Course Offerings.
“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."
“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.”