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
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Watch a brief overview to see what you will learn:
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Sin Tat Lee –
A simple framework that is very relatable to real-world applications. The trainer is able to explain well via real-life examples. Duration of the course is a little too short especially when including the examination. In addition, would be great if there were more examples of real ‘case studies’ in terms of the application of the framework. This framework will be very valuable especially for my upcoming project.
Frederique Huisman –
It is interactive and Jan-Willem is a very nice, enthusiastic lecturer. As my background is more towards Finance and not IT, some ”basics” were quite new to me. It would be good to have a heads-up upfront, as I did not expect it would be quite IT-driven/terminology. As a project manager, I get to see many different teams and projects. Especially in the process-driven or standardization projects, service automation would be very interesting to apply.
indra jothi –
The topic of how automation is building and the process involved, it’s an eye-opener.
TENG KEONG TAN –
Foundation materials are adequate and not too complex. It provides a good overview of the concept of what is Service Automation. Hope this will be more of a 3-day course than 2 days to allow more absorption and better understanding of the the concepts and Exam preparation. Excellent course and I will definitely encourage other colleagues to attend, allowing a better understanding of the overall concepts.
Lavakusan Ganeson –
The idea and method around Service Automation is insightful