Service Automation Foundation

Service Automation Foundation

Embrace the future of service delivery

Service Automation Foundation

(14 customer reviews)


This Service Automation Foundation training course will give you deep insight into the concept of Service Automation, the concept by which you can automate your service offering.

Delivery format: Classroom, Virtual-Led & Self-Paced Online
Certification: Service Automation Foundation


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.

Service Automation – the concept of delivering services through smart technology – is a rapidly growing area of interest for most organizations. Companies such as Spotify, Netflix and Uber (who deliver 100% automated services) have proven that organizations can achieve rapid growth and gain a competitive advantage by relying on Service Automation. The core objective of Service Automation Foundation training is to learn you how to transition analog (or manual) steps of service delivery process into automated steps.

By making this transition, service providers are able to deliver their services instantly, cost-effectively and to a potentially bigger market. Taking the steps towards the delivery of automated services is however not straightforward. Many organizations struggle with the question of where to start or which services to automate. The Service Automation Framework was developed to provide an answer to this question.

This Service Automation training course will give you deep insight into the concept of Service Automation, the concept by which you can automate your service offering. If you adequately apply Service Automation in your organization, you will see both employee and customer satisfaction rise and significantly increase the number of people who will ‘like’ your company.

Service Automation Framework
Figure: The Service Automation Framework

The Service Automation Framework® has been created to find a methodical way to discuss Service Automation. It provides a step-by-step approach, including a number of design elements and processes, which every organization can use to systematically enhance its Services. As with any model, it is a simplified version of reality, but it structures the mind and provides uniform terminology when discussing the contents with co-workers and colleagues. Nothing more, nothing less. We encourage you to adapt and apply the model in any way that you see fit and which helps you and your organization.

This course is intended for everyone who has ever experienced that the level of Service in his organization can be increased and is looking for guidance to achieve this goal. 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.

Learning 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:

  1. Understand the business drivers of technology-enabled automated services in order to explain the business case for Service Automation.
  2. 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.
  3. 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.
  4. Explain the difference between Automated Deployment, Service Delivery Automation and Serendipity Management and describe their underlying processes.
  5. Outline the steps for completing a Service Automation Blueprint in order to visualize services in order to design and delivery automated services.
  6. 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.
  7. Explain the concept of Serendipity Management and how it impacts the User Experience (UX) of services.

Each of the learning objectives above is illustrated through a number of case studies and real-world examples.

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, Business & Strategy consultants
  • Service delivery managers & Designers
  • Enterprise architects
  • Operations managers
  • Service managers
  • Developers and Business analysts

Exam Structure

The Service Automation Foundation Exam (by APMG-International) is structured in the following way:

  • 40 questions
  • 40-minute exam
  • Pass Mark – 50% (20 marks)
  • Closed book
  • Available in English
  • Paper based & online availability

Downloads & Preview

Please find below information and resources for this course:

14 reviews for Service Automation Foundation

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    Maria Theresa Lopez

    The course exposed me to new knowledge and practices.

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    Gurjit Kaur

    The flow was good. The trainer is very knowledgeable and shared very good/relevant examples to illustrate the techniques/processes with the SAF. I prefer having at least 1-day break between course and exam. Thanks to Jan-Willem for being very patient and having great knowledge in the area of automation.

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    Dwi Wijaya

    The interaction during the learning class are very good.

    The course is good. however, it will be better if the learning can add on 1 complete scenario/case study from end-to-end on how service automation works after the knowledge learning so we can understand the full picture of the framework.

    It’s an informative training class.

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    Eric Boey

    I like most about the pace, session duration, and quality of training delivery.

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    Li Wah Tang

    Very informative and on time. So far so good. Maybe can share more video or having a practical session.

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    Azlina Abd Halim

    The trainer was good and he explained well. The sample exam shared was much more easier than the real exam. Real exam was difficult and so much confusing, maybe need to change or update that sample exam.

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    Kurt Bergmans

    The quality of the materials as well as expertise of trainer.

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    Verne Houlton

    There was some delay issues during the Zoom meeting. (very minor but distracting sometimes when the voice slows down and sounds robotic sometimes). My biggest issue it taking the exam the same week. I would have liked to take it on my own time to make sure I had enough preparation time. Glad that I got a retake since I failed the exam. I also had an issue using the memotrainer. Only ever gave me one question to review. I used the practice taker since the memotainer really did not work for me on the pc or on the phone. Over all the course was good and enjoyed learning something new.

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    Donnie Bowers

    Make course work much more relatable to the exam. I understood the course and prep materials but the exam was much different and I felt unprepared for it although feeling prepared throughout the preparation.

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    Varma Vadapalli

    All good.

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    Bruce Jamison

    If it could be just a little less exam centric as for some organizations certification may be less important than putting SAF to actual use as a practitioner.

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    Jeremy Chia

    Excellent course that was very well explained by Jan.

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    Riezel Serdan

    Our trainer knew how to turn an otherwise dry subject into something that became progressively interesting, breaking it up with anecdotes relevant to the topic. Great explanations with good practical cases. Really enjoyed this course.

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    Poo Cheng Leong

    Our trainer was the author of the book, and was able to share many examples of how to apply Service Automation in practical situations. I especially found the blueprinting workshop very useful.

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Event Details

Cybiant offer the following learning options for this course:

Self-Paced-Online Learning - 3 months access
If your a choosing the Self-Paced-Online (SPO) learning option, you will complete the course on your own time, in your own pace. Cybiant will provide you with access to an online learning environment where you can watch videos, and practice with sample questions. The SPO option provides access for 3 months, and includes the official exam.

Virtual Training - 2x2hours per day
If you are choosing the virtual training learning option, you will participate in a live course by a Cybiant instructor, which is delivered 100% online. You will receive meeting invitations to participate in the live lectures through the Zoom platform. There will be 2 x 2-hour sessions per day, so this option does provide you with flexibility to plan some other work. All sessions are recorded, in case you miss any of the session. All virtual training courses include the official examination, which will be taken online on the last day of class.

Classroom Training - full day
If you are choosing the classroom training option, you will participate in this training in a live class in a 5-star hotel. This training option provides you with the opportunity to discuss topics in detail with other course participants, and learn from their experience. You will be trained by one of our Cybiant experts, and will complete the exam on the last day of class. Training is conducted daily, based on the following time schedule:

Start time: 09:00 UTC+08

End time: 17:00 UTC+08

Includes Examination

Unless otherwise specified, all courses include official examination

Expert Trainers

All Cybiant trainers are experts in their knowledge domain

14 Days Evaluation

Is your e-learning not what you expected? You get your money back.


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