Service Automation Framework-Public

The Service Automation Foundation (SAF) course is an introduction to the Service Automation Framework for the design and delivery of automated services. Service providers who use service automation deliver their services through a self-service portal, platform, or application directly to users.

The Course will provide an overview of the fundamental concepts and techniques, learn blueprinting techniques to design automated services and technology interfaces,  and will learn which processes are required to provide an optimal user experience.

There is no prerequisite to sit for the certification. It is for anyone who is starting in automating its services.

This is a public class.

• Service strategists.
• Process consultants.
• Business consultants.
• Strategy consultants.
• Service delivery managers.
• Service designers.
• Enterprise architects.
• Operations managers.
• Service managers.
• Developers.
• Business analysts.

• The business drivers of technology-enabled automated services in order to explain the business case for Service Automation.
• 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.
• 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.
• The difference between Automated Deployment, Service Delivery Automation and Serendipity Management and describe their underlying processes.
• The steps for completing a Service Automation Blueprint in order to visualize services in order to design and delivery automated services.
• 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.
• The concept of Serendipity Management and how it impacts the User Experience (UX) of services.

•     Multiple choice
•     40 questions per paper
•     26 marks required to pass (out of 40 available) - 65%
•     60 minutes duration
•     Closed book