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:
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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.
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.
Kurt Bergmans –
The quality of the materials as well as expertise of trainer.
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.
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.