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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Adrian Oh –
Great exposure, John explained well and pair it well with real time scenario.
Latife Atalay –
The trainer was a perfect communicator, he conducted sessions effectively by keeping people engaged. It was easy to approach him and ask for further examples etc. He showcased a very positive and humourous attitude which made the session joyful. Thanks to Jan for making the 2 full days a really nice experience.
Adding further niche IT examples would be even more mind-opening and help better understand the concept with IT service-related examples
The training triggered some ideas already in my mind. I’ll look deeply into the manual activities that I can help my team automate.
Alex van Dijk –
The training provided me with good insights / tools/ and a useable and good approach for managing my day-2-day activities and really making me start with the next step in this (can start with this > standardizing, optimizing and automating of processes).
Roberto Pibia –
The course gives good basic information about automation and the concepts. It helps to understand how automation has been evolved in history and which steps can be taken to proceed to the next level of automation. But also to review current automation and enrich with the next level of automation.
Danny Weijs –
The training was at a good pace and easy to follow for me