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Service Automation Framework

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SAF-Logo310 Service Automation – the concept of delivering services through smart technology – is a rapidly growing area of interest for most organizations. Indeed the need for organisations to ‘go digital’ and be able to respond and provide for the ‘self-service’ generation has never been so great.

Additionally, the self-service generation is used to getting the same levels of service in a professional environment as they are in their personal lives. How is it possible that you can change your email account password at home within seconds, but you need to call a helpdesk to do so in your work environment?

Why can I download an app on my personal tablet in a matter of seconds and yet it takes two weeks for my company’s IT department to update my browser to the latest version? And why - and this is possibly the most important question - does nobody inform me of the status of my request in my company and why do I have to chase it myself all the time? This is the challenge facing almost all organizations.

Companies such as Spotify, Netflix and Spotify and Uber (whom deliver 100% automated services) have proven that organizations can achieve rapid growth and gain a competitive advantage by relying on Service Automation.

The Service Automation Framework (SAF) certification scheme supports the publication of the Service Automation Framework Alliances (SAFA) guide, ‘Service Automation Framework, for the design and delivery of automated services.’ The SAF guidance, one of the first to address this concept, provides a deep insight into the theory and methods of Service Automation, the concept by which any organization can automate its services, ‘go digital’ and enable them to offer self-service applications to their customers.

The methodology is applicable across all industries and sectors.

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Benefits for Individuals

By becoming certified individuals will understand the steps necessary to digitize the service offering of organizations and will be able to use the 7 Service Automation Framework Techniques in practice.

The key benefit of the course and certification is that it provides individuals with practical tools that can be used in practice.

Benefits for Organizations

For organizations, there are two main benefits to adopting the SAF methodology. Firstly the training generates awareness that Service Automation is becoming a necessity for almost every service provider and this in turn will spark discussion on how to digitize the current service offering.

The certification will equip staff with the skills and techniques (such as Service Automation Blueprinting) to start Service Automation projects in the organization.

Foundation Level

Exam Format

  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) - 65%
  • 40 minutes duration
  • Closed book.