Study material

Service Automation Framework for the Design and Delivery of Automated Services: Handbook

Hardback

By Jan-Willem Middelburg
Publisher: Van Haren Publishing
Available in: English
Total pages: 184
ISBN: 9789401800624

This book is the core text for the APMG Service Automation Framework (SAF)
certification

IT Governance & Service

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“Service Automation is a pragmatic concept that you can gain business values, with the people you have right now and with what tools you have at hands. Quick wins in short-term and Transformational changes in long-term.”

Eric Nguyen, Robotics and Automation Lead, Datacom

“I found the Service Automation Framework manual to be very
helpful in structuring the process of automating the business.”

Tomasz Nedzi is CEO & Lead Trainer at Skills® Germany & Poland

“One of the aspects I found particularly brilliant was ‘serendipity management’ which is actually turning ‘customers into fans’. Let’s put things like pricing or discounting models aside.”

Nitin Laghate – Agile Coach and ITSM Transformation Manager

Service Automation Framework for the Design and Delivery of Automated Services: Handbook

by Jan-Willem Middelburg

Table of contents

Section 1: Welcome to the World of Service Automation

Chapter - 01: Why Service Automation?;
Chapter - 02: History of Automation;
Chapter - 03: The Service Automation Framework;

Section 2: A Deep Dive into the Heart of the Service Automation Framework

Chapter - 04: The User: Welcome the Self-Service Generation;
Chapter - 05: Service Design: Building the Service Automation Blueprint;
Chapter - 06: Technology: The Self-Service Interface;

Section 3: A Deep Dive into the Brain of the Service Automation Framework

Chapter - 07: Automated Deployment: Scaling Services;
Chapter - 08: Service Delivery Automation: Automated Support Services;
Chapter - 09: Serendipity: Transforming Customers Into Fans;

Section 4: Additional Material

The Service Automation Framework provides indispensable insights into the theory and methods of Service Automation.

About the book

The Service Automation Framework (SAF®) provides insights 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. The framework addresses service automation not as a technology issue, but as a management and business process issue, showing businesses how to meet the challenges of increasing automation.

It includes a number of processes that every organization can think of to systematically enhance its Service, together with uniform terminology. The step-by-step model can be applied and adapted in any way which helps an organization.

Key Features

Provides insights into the theory together with a step-by-step model to implement Service Automation.
Has a management and business process perspective, not a technology bias.
Implementation can result in significant employee and customer satisfaction rises.