Service Automation Framework (SAF) Foundation

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 Building Blocks:

The Service Automation Framework consists of the following six main building blocks that can be divided into the ‘heart’ (focused on design) and the ‘brain’ (focused on delivery), which are both equally important in delivering automated services:

The User:- The building block that defines the key characteristics of the groups of people a service provider aims to serve.
Service Design:- The business function that designs and defines the service offering of a service provider. It is the concretization of the service concepts into an actual design, including the relevant support structures and digital interfaces.
Technology:- The building block that defines the setup and usability of the digital interfaces, connecting service providers with their users.
Automated Deployment:- The processes that enable a user to start using a service based on his or her own action.
Service Delivery Automation:- The processes that enable a user to change or resolve any aspect of the service based on his or her own action.
Serendipity Management:- The processes that facilitate a planned and continuous approach in order to constantly exceed the expectations of users.

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

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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 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.

Course Prerequisites

There is no mandatory prerequisite

Course Outline

For detailed syllabus , please click here