Course Overview
The Service Automation Foundation™ course provides participants with a comprehensive understanding of how organizations automate services to improve efficiency, agility, and customer satisfaction. Based on the Service Automation Framework (SAF), this course introduces key concepts, principles, and processes that enable organizations to deliver automated services effectively.
Participants will learn how to design and implement automated services, optimize service workflows, and leverage emerging technologies such as AI, RPA, and cloud platforms to drive digital transformation. In addition, the course combines theoretical foundations with practical insights and case studies from global organizations that have successfully implemented service automation.
Learning Objectives
After completing this course, participants will be able to:
- Understand the core principles and concepts of the Service Automation Framework (SAF).
- Explain how automation can improve service quality, scalability, and speed.
- Identify the building blocks of automated services, including autonomous delivery, service request management, and digital touchpoints.
- Design and document an automation blueprint to support enterprise-wide service delivery.
- Recognize the roles, responsibilities, and governance structures necessary for effective automation.
- Understand the relationship between service automation and emerging technologies such as AI, machine learning, and robotic process automation (RPA).
- Apply the SAF methodology to create a roadmap for service automation implementation in their own organization.
Target Audience
This course is ideal for professionals involved in digital transformation and service delivery, including:
- IT and business process managers seeking to automate repetitive or manual services.
- Service managers and consultants responsible for optimizing customer experience.
- Automation and digital transformation specialists.
- Process designers and enterprise architects.
- Professionals preparing for the Service Automation Framework Foundation certification.
No prior technical background is required, although familiarity with IT service management (ITSM), ITIL®, or digital transformation concepts is beneficial.
Exam Structure
The Service Automation Foundation Certification Exam assesses the candidate’s understanding of key concepts from the course.
- Format: Multiple-choice
- Number of Questions: 40
- Passing Score: 65% (26 correct answers)
- Duration: 60 minutes
- Delivery: Online, closed-book
- Accreditation: Certified by APMG-International and DASCIN
Upon successful completion, candidates will receive the Service Automation Foundation™ Certification, an internationally recognized credential.
Downloads and Resources
Download more information:
Watch a brief overview to see what you will learn:
If your preferred date is not available, please feel free to get in touch with us.
Varma Vadapalli –
All good.
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.
Jeremy Chia –
Excellent course that was very well explained by Jan.
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.
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.