The Service Automation Framework for Training Partners

The Service Automation Framework
FOR TRAINING PARTNERS
1WWW.SERVICEAUTOMATION.ORG

Introduction
Jan-Willem Middelburg
Regional Director Pink Elephant Asia
Author of the Service Automation Framework
and Chair of the Service Automation Framework
Alliance (SAFA).

Objectives of this Webinar
After this session, you should:
1. Know how to target and position Service Automation
2. Know which organizations that are working with the
Service Automation Framework
3. Understand key job roles that are involved in Service
Automation
4. Be aware of Service Automation Case Studies
5. Understand the Service Automation Framework in synch
with other APMG products

Section 1 The Service Automation
– One Year AnniversaryJan-Willem Middelburg
WWW.SERVICEAUTOMATION.ORG 4

1 Year of Service Automation
Exams
• 250+ Exams
• 15 Countries
Partners
• 7 Exam
Partners - ATO
• 5 Corporate
Partners
Articles
• 8 Webinars
• 5 Interviews
• 3 Case
Studies

Service Automation Growth
The domain of Service Automation is growing quickly… Mainly
because of 5 Key Business Drivers:
1. Service Automation facilitates a scalable business model.
2. Service Automation assists companies in making data-driven
decisions.
3. Service Automation enables the design of user centric
services.
4. Service Automation automates unnecessary manual labor and
is more cost-efficient.
5. Service Automation provides a framework for consistently
exceeding user expectations.

What does the Service
Automation accomplish?

With a simple Framework
and Blueprint

Many new automated
services are designed

Section 2 How to Position Service Automation?

Service Automation fills an
important Gap
Service
Automation
RPA
App
Design
ITSM
Service Automation
combines:
 The process orientation of
IT service management
 The automation
component of robotic
process automation
 The design of self-service
applications

The Framework is
beneficial for the following roles:
 Service strategists;
 Process consultants;
 Business consultants;
 Strategy consultants;
 Service delivery managers;
 Service designers;
 Enterprise architects;
 Operations managers;
 Service managers;
 Developers;
 Business analysts.

Complementary APMG
products

Example of the SAF
Blueprinting Approach
Sample Case:
 Large City want to automate citizen services
 Currently, most processes are done manually
 The city wants to start delivering service 24x7 through
a self service interface.
Example
 In this example, we look at the Passport Request
Process.
 203,113 annual passport request for the city that
need to be handled through various locations in the
city
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Example – Passport Requests

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Function of the Blueprint
The Service Automation Blueprint provides
 an overview of an automated services;
 separates the User from the services provider through a self-service
portal;
 provides the connections / interactions that deliver the service from
beginning till end;
 A business overview of any automated services
With the Service Automation Blueprint;
 Services are defined for the service catalogue;
 Workflows can be scripted into the technology interface;
 The Catalog of Services can be filled.
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Section 3 How to get started…?

Get Started Yourself…
THE BLUEPRINT THE WHITE PAPER

And Join the SAF Movement

Guidance for ATOs
For existing ATOs, the regular procedures apply. For new
ATOs, APMG-International will issue accreditation.
Available now:
 Sample Exams and Rationales
 Syllabus and Accreditation Documentation
 Vanilla Course Materials
 Digital Exam vouchers

Section 3 Q&A Session

THANK YOU VERY MUCH
ATO BRIEFING

The Service Automation Framework for Training Partners

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