Courses Details
Course Overview
This training provide deep insight into the concept of Service Automation, the concept by which organizations can automate their service offering. SAF offers the concepts by which any organization can automate its services, ‘go digital’ and enable them to offer self-service applications to their customers. The framework addresses service automation not as a technology issue, but as a management and business process issue, showing businesses how to meet the challenges of increasing automation.

The Service Automation Framework courses are intended for individuals and organizations who want prepare their organization for the future and who aim to provide digital services to their clients. Whether you are an entrepreneur, executive, consultant or work in the field of academia, the Service Automation Framework will help you to consistently exceed user expectations.

The Service Automation Foundation examination is structured as follows:

Multiple choice
40 questions per paper
26 marks required to pass (out of 40 available) – 65%
40 minutes duration
Closed book
Course Schedule
Target Audience

This qualification is aimed at individuals who require a working knowledge of the key principles of Service Automation, who need to know the terminology used and some of the theory behind the practice. The target audience of the Service Automation Foundation Qualification therefore includes:


  • Service strategists;
  • Process consultants;
  • Business consultants;
  • Strategy consultants;
  • Service delivery managers;
  • Service designers;
  • Enterprise architects;
  • Operations managers;
  • Service managers;
  • Developers;
  • Business analysts
Course Objectives

The candidate who meets criteria of the Service Automation Foundation Examination should as a minimum be able to recall, recognize and demonstrate understanding of the theories, design elements,processes and techniques as outlined in the Service Automation Framework.

Specifically, (s)he should be able to demonstrate this understanding by being able to:
  • Understand the business drivers of technology-enabled automated services in order to explain the business case for Service Automation.
  • Discuss how Service Automation Framework enables the practice of an industry that enables their autonomous users to procure, manage and adjust services through self-service technology.
  • Explain the difference and synergy between the Users, Service Design and Technology design elements that contribute to meet and exceed the expectations of user in order to create longlasting value.
  • Explain the difference between Automated Deployment, Service Delivery Automation and Serendipity Management and describe their underlying processes.
  • Outline the steps for completing a Service Automation Blueprint in order to visualize services in order to design and delivery automated services.
  • Discuss the processes that underpin the delivery of automated services and how they need to be integrated in self-service portals in order to provide automated delivery.
  • Explain the concept of Serendipity Management and how it impacts the User Experience (UX) of services.
Course Prerequisites
There is no mandatory prerequisite 
Expected Accomplishments
The framework, training and certification will enable individuals to:The candidate who meets criteria of the High Level Performance Definition should as a minimum be able to recall, recognize and demonstrate understanding of the theories, design elements, processes and techniques as outlined in the Service Automation Framework text.
Specifically (s)he should be able to demonstrate this understanding by being able to:

Understand the business drivers of technology-enabled automated services in order to explain the business case for Service Automation.
Discuss how Service Automation Framework enables the practice of an industry that enables their autonomous users to procure, manage and adjust services through self-service technology.
Explain the difference and synergy between the Users, Service Design and Technology design elements that contribute to meet and exceed the expectations of user in order to create long-lasting value.
Explain the difference between Automated Deployment, Service Delivery Automation and Serendipity Management and describe their underlying processes.
Outline the steps for completing a Service Automation Blueprint in order to visualize services in order to design and delivery automated services.
Discuss the processes that underpin the delivery of automated services and how they need to be integrated in self-service portals in order to provide automated delivery.
Explain the concept of Serendipity Management and how it impacts the User Experience (UX) of services.
The training and certification scheme was developed in partnership with the Service Automation Framework Alliance
Course Outline
For detailed syllabus , please visit 

https://www.serviceautomation.org/wp-content/uploads/2017/05/Service_Automation_Foundation_Syllabus_v1.0.pdf