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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Maarten Vlemmings –
Level of interactiveness with trainer and class is what I like most about the course. It is a very engaging and good learning experience.
Subbiah Kumaresh Renganathan –
The trainer was very interactive & examples provided were very simple and relatable
Valentijn Sieders –
The course is practical, close to our profession and clear to understand. Suggestion: give a day or two for learning.
Kok Beng Tan –
The concept of an Automation Framework is excellent as it provides a structured approach to executing automation. I hope that more people in our company can attend this course to align their thought processes. Thank you for sharing your abundance of real-life work experience. Your storytelling approach is particularly helpful as it aids in recalling and remembering these concepts.
Iffah Muhammad –
The trainer’s insightful sharing greatly enhanced my understanding. Their ability to connect theory with practical examples was enlightening and made the learning experience engaging.