Management & Administration
Connect reliable IT services with the outcomes your organisation needs. Use practical support and service-delivery cases to clarify responsibilities, improve handovers and prioritise improvements, alongside preparation for ITIL Foundation (Version 5). The programme connects day-to-day service management with the wider digital product and service lifecycle.
Request informationYOUR PROGRAMME AT A GLANCE
For individuals & organisationsWe agree a start that fits your professional and personal commitments.
OSAM certificates: according to your starting level and learning goals. Company group programmes are usually planned in days or half-days.
Synchronous teaching. Both formats include the OSAM platform for course materials and organisational information.
From an eduQua-certified institution.
Preparation: ITIL Foundation (Version 5)An individual quotation confirms the programme, delivery format and applicable fees.
Highly personalised teaching with experienced practitioners working at a high professional level.
FROM KNOWLEDGE TO CAPABILITY
Support teams, application managers, IT service providers, service owners and team leaders who want a shared service-management language, more consistent working practices and a route towards ITIL Foundation certification.
YOUR LEARNING JOURNEY
These modules form the core programme. Where useful, we refine the emphasis, examples and learning activities to reflect your professional context, starting point and objectives.
Choose a familiar service, such as employee onboarding or a business application. Describe who uses it, what a successful outcome looks like and what can go wrong. Compare the concerns of users, sponsors and support staff, then create a short service brief that will be developed throughout the programme.
Use the four dimensions of product and service management to examine the case. Identify the skills, tools, suppliers and processes needed to make the service work. Build a responsibility map and uncover dependencies that a purely technical assessment might miss, including communication and the experience of the people using the service.
Connect the ITIL Value System and guiding principles to everyday decisions. Compare possible responses to a slow or unreliable service and explain the trade-offs. Practise choosing a manageable first improvement, building on available information and obtaining feedback before expanding the change.
Follow a need from discovery and design through delivery, operation and support. Examine the information that should pass between business teams, development and operations. Use a release scenario to check responsibilities, readiness and feedback, including where automation can help and where human oversight remains necessary.
Work through a service interruption, a standard user request, a recurring fault and a planned change. Distinguish their purpose, urgency and escalation needs. Draft useful records and user updates, and identify how support, application owners and suppliers should coordinate. These workplace exercises complement the Foundation concepts.
Trace a request across teams and visualise waiting time, repeated data entry and unclear handovers. Identify the information each participant needs to move the work forward. Compare a small number of improvement options and document the expected effect on the user, team workload and service reliability.
Create a short improvement backlog linked to a business objective. Select a baseline and a few relevant indicators, such as resolution time, repeated incidents or user feedback. Agree ownership and a review cycle. The aim is to test whether an improvement works, rather than simply produce a larger dashboard.
Organise revision around the current Foundation learning objectives and build confidence with appropriately licensed practice resources. Review misunderstandings and prepare for the examination format. Your quotation confirms any accredited training component, official materials and exam arrangements; the PeopleCert examination and award remain separate from the OSAM certificate.
THE PEOPLE BEHIND YOUR PROGRESS
Educational direction, subject expertise and adult learning support. Your final trainer assignment is confirmed in your proposal.
DIRECTOR’S PERSPECTIVE
Managing Director
Simon Pawolleck provides OSAM’s overall direction. The focus is on relevant skills, a clear learning structure and personal support that connects professional ambitions with practical progress.
EXPERT’S PERSPECTIVE
Digital transformation · OSAM expert network
Sébastien Brunelle is presented as a relevant expert from the OSAM network. The course trainer will be confirmed for your programme. Subject expertise supports practical cases, focused feedback and applications related to your working context.
ADULT LEARNING & ANDRAGOGY
Head of Adult Learning
Federal Diploma of Higher Education in Adult Education
Sandrine Mélé oversees the adult learning approach: coherent progression, active participation and learning methods that take account of prior experience. She supports a structured, practical and human approach to developing competence.
YOUR CERTIFICATION PATHWAY
PeopleCert certification in digital product and service management, awarded after a separate external examination. It is distinct from the OSAM certificate.
The applied OSAM programme is complemented by any official accredited preparation component confirmed with a PeopleCert-accredited provider before enrolment. The offer identifies the provider, licensed materials and any included exam voucher or fees. These arrangements are confirmed before you commit to the certification pathway.
Active at a high professional level, selected against demanding criteria.
Developing the skills of their employees with OSAM.
An experience centred on the people who learn with us.
Personal career goals. Shared organisational priorities.
SERI / SEFRIeduQua-certified institution. Federal qualifications listed by SERI in selected pathways.
TRUST, BUILT THROUGH EXPERIENCE
From ambitious individuals to established organisations. Discover some of the companies that work with OSAM.
LEARNERS’ VOICES
OSAM Google review rating
As displayed on the OSAM website, 4 November 2026.View Google reviews“Patient teaching and very engaging lessons.”
“Excellent quality and personalised practical scenarios.”
GOOD TO KNOW
Support teams, application managers, IT service providers, service owners and team leaders who want a shared service-management language, more consistent working practices and a route towards ITIL Foundation certification. The programme is available to private individuals and organisations, including company teams. OSAM welcomes learners living or working in Switzerland as well as international participants joining live online.
OSAM is an eduQua-certified continuing education institution. An OSAM certificate documents the learning agreed for your programme; eduQua is a quality label for the institution, not federal recognition of every individual course.
PeopleCert certification in digital product and service management, awarded after a separate external examination. It is distinct from the OSAM certificate. See certification and examination details
OSAM’s work connects individual professional development with the needs of companies in Switzerland and internationally. Client references and learner reviews below offer a practical view of that work.
You develop skills you can apply in real situations, with guidance from experienced practitioners and access to learning materials on the OSAM platform. The programme focuses on these outcomes:
Yes. We start with the established programme and refine the emphasis, practical cases and learning support where useful. Adjustments take account of the individual or company’s professional context, existing skills and goals. The agreed programme is confirmed before enrolment; federal examination requirements remain binding where applicable.
For the OSAM certificate, contact us to review your current level, prior experience and objectives. We will confirm the appropriate entry requirements and any recommended preparation.
An introductory Foundation pathway. Familiarity with IT-enabled services is helpful; PeopleCert does not require accredited training for the Foundation exam and permits self-study.
The certification preparation targets ITIL Foundation (Version 5). Practical cases can also address an organisation that already uses earlier ITIL terminology. The applicable syllabus and learning resources are confirmed when your programme is agreed.
The programme starts with Foundation concepts. Familiarity with an IT-enabled service is useful, but you do not need to be a software developer. PeopleCert permits self-study for Foundation; OSAM assesses your starting point and confirms the suitable preparation route.
The OSAM programme develops practical service-management skills. Any official accredited preparation component is subject to confirmation with a PeopleCert-accredited provider before enrolment. Your offer identifies the provider and licensed materials, and states whether an exam voucher and associated fees are included.
PeopleCert awards the certification after a successful external examination. The current Version 5 format is 40 multiple-choice questions, 60 minutes, closed book, with a pass mark of 65%. Completing the OSAM programme does not automatically award ITIL certification. Current PeopleCert examination and renewal conditions apply.
YOUR CAREER, IN PERSPECTIVE
Depending on your experience and qualifications, this subject can support development in the following professional directions.
Explore Swiss salaries on SalariostatYOUR NEXT STEP
Tell us where you want to go. Together, we will define the learning journey that gets you there.
info@osam-academy.com+41 31 528 01 28