Optimizing IT Service Management for a 40-Person SaaS Scale-Up
Overview
What this challenge is about.
Design incident management with ITIL for a B2B SaaS scale-up: model BPMN, define P1-P4 SLAs, create a RACI matrix, and get a verifiable certificate.
The scenario
CloudFlow is a 40-employee B2B SaaS scale-up in Singapore, offering workflow automation. They have 20 enterprise clients and growing, but IT support is currently handled informally by the CTO and a developer.
The Brief
What you'll do, and what you'll demonstrate.
Lack of formal incident management leads to inconsistent response times, no SLA tracking, and risk of losing enterprise clients.
Earning criteria — what you'll demonstrate
- Apply ITIL framework to design incident management processes
- Model ITSM processes using BPMN
- Define SLAs and escalation paths
- Design a service desk structure appropriate for company size
Program Fit
Where this fits in your program.
Sharpens the same skills your degree expects you to demonstrate.
Business Process Management
Bachelor · Operations
Strong alignment
This challenge maps to Business Process Management at the Bachelor level. It sharpens the same practical skills your coursework expects — but in a real industry context with actual constraints and deliverables.
Skills
Skills you'll demonstrate.
Each one shows up on your verified credential.
- Itil
Apply itil to solve real industry problems and demonstrate production-level capability.
- Incident Management
Apply incident management to solve real industry problems and demonstrate production-level capability.
- Service Desk Design
Apply service desk design to solve real industry problems and demonstrate production-level capability.
- Bpmn Modeling
Apply bpmn modeling to solve real industry problems and demonstrate production-level capability.
- Sla Definition
Apply sla definition to solve real industry problems and demonstrate production-level capability.
Careers
Career paths this challenge builds toward
Completing this challenge demonstrates skills that transfer directly to these roles: