In response to the needs of this knowledge and technology focused business environment, the SMCE has developed an Emiratization & Workforce Development program leveraging the Service Management specialization as it offers nationals a competitive advantage and a valuable career path in current economic opportunities.

The Service Management (SM) specialization also known as IT Service Management (ITSM) is a discipline for managing Information Technology systems, philosophically centered on the customer's perspective of IT's contribution to the business. Service Management stands in deliberate contrast to technology-centered approaches to IT management and business interaction.

Service Management is process-focused and in this sense has ties and common interests with process improvement movement (e.g., ITIL, EFQM, ISO/IEC 20000 , Cobit, TQM, Six Sigma, Business Process Management, CMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor's product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.

The program offers social, economical and political returns and enables nationals to make a more effective and ongoing contribution to their organizational goals and objectives.