Courses

Service Automation Framework

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About this Course

The Service Automation Framework training and certification scheme is underpinned by the publication Service Automation Framework: for the design and delivery of automated services.

The guidance – one of the first to address this concept – provides a deep insight into the theory and methods of Service Automation. It offers the concepts by which any organization can automate its services, ‘go digital’ and enable them to offer self-service applications to their customers.

Audience

This certification is designed for individuals that require a working knowledge of the key principles of Service Automation and the theory behind the practice. The target audience includes Service Strategists, Process Consultants, Business Consultants, Service Delivery Managers, Service Designers, Enterprise Architects and many more.

Prerequisites

There are no prerequisites for this course, thus anyone can attend.

Course Outline

• Understand the business drivers in order to explain the business case for Service Automation.
• Discuss how Service Automation enables autonomous users to procure, manage and adjust services through self-service technology.
• Explain the difference between Automated Deployment, Service Delivery Automation and Serendipity Management and describe their underlying processes.
• Outline the steps for completing a Service Automation Blueprint to visualize services.
• Understand the processes that underpin automated services and how they need to be integrated to provide automated delivery.
• Explain the concept of Serendipity Management and how it impacts the user experience.

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