Introduction to the Service Automation Framework

Introduction A lot has been written about the need for organisations to become digital and to transform the way they work. There is a wealth of information on the benefits of doing business in the digital age, how start-ups can access a global market within days of launching their innovative products and how existing companies can unlock opportunities through new online services. Some businesses, by their very nature, are using technology to provide an enhanced customer experience. These businesses have transformed the way they work with their customers and have raised customer expectations that in return, affect all businesses. However, little has been written about how an existing business can achieve this transformational change. What are the management and operational issues the business needs to address and how does it go about redesigning its business practices. All too frequently realigning doesn’t work to deliver an automated service to its customers. This article provides a high level overview of the Service Automation Framework, and why it was developed. The aim of this article s to explain the key business drivers behind service automation and to provide an overview of the structure of the framework. What is Service Automation? Service Automation – the concept of delivering services through smart technology – is a rapidly growing area of interest for most organisations. Companies such as Spotify, Netflix and [...]