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Service Automation Foundation

Embrace the future of service delivery

Service Automation Foundation

RM1,800.00RM3,440.00

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

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Description

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.

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

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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

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