Service Automation Framework is a forward-thinking, early adoptive scheme, which is becoming more and more relevant in the service management sector. The scheme has launched particularly well in the Asian markets, and we want to help you to promote it to your audience. We would like to take this opportunity to give you an update of activity that has taken place to date, key insights from course trainer and author of the Service Automation Framework, Jan Willem Middelburg. This webinar will provide an overview of the scheme, one year on, together with details of how to position and market SAF within the ITSM sector including: 1) Targeting and positioning of Service Automation 2) Organisations that are working with the Service Automation Framework 3) Job roles that are involved in Service Automation 4) Case study – Service Automation in Local Government 5) The Service Automation Framework in synch with other APMG products This presentation is aimed at every organization that is interested in starting to deliver Service Automation courses.

1. The Service Automation Framework
FOR TRAINING PARTNERS
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2. Introduction
Jan-Willem Middelburg
Regional Director Pink Elephant Asia
Author of the Service Automation Framework
and Chair of the Service Automation Framework
Alliance (SAFA).
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3. 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
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4. Section 1 The Service Automation
– One Year AnniversaryJan-Willem Middelburg
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5. 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
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6. 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.
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7. What does the Service
Automation accomplish?
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8. With a simple Framework
and Blueprint
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9. Many new automated
services are designed
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10. Section 2 How to Position Service Automation?
Jan-Willem Middelburg
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11. 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
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12. 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.
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13. Complementary APMG
products
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14. 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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Example – Passport Requests
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Example – Passport Requests
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Example – Passport Requests
3

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Example – Passport Requests
4

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Example – Passport Requests
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21. 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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22. Section 3 How to get started…?
Jan-Willem Middelburg
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23. Get Started Yourself…
THE BLUEPRINT THE WHITE PAPER
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24. And Join the SAF Movement
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25. 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
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26. Section 3 Q&A Session
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27. THANK YOU VERY MUCH
ATO BRIEFING
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