Join Jan-Willem Middelburg the CEO of Cybiant and President of the Service Automation Framework Alliance for a live webinarDuring this live webinar, Jan-Willem will discuss some fundamental basics of service automation from a theoretical point of view, and will subsequently discuss how these elements can be applied into a daily practise of any organisation.
In this case study, the Service Automation Framework was used as the best practice framework to develop service automation blueprint which assists in the development and deployment of end-to-end virtual machine provisioning solution.
Etisalat Academy today announced the launch of the GCC’s first accredited Service Automation Framework (SAF) Training Centre in partnership with APMG and Etisalat Group. The Centre is advanced and provides step-by-step guidance for the design and delivery of automated services. Its aim is to deliver training courses and certification services for a broad range of professional certification schemes.
Over the last few years, many organizations have been focused on automation. In the increasingly competitive market, many organizations are under a constant pressure to deliver better results with less resources. In many cases, automations can help to solve this problem. The automation for repetitive, frequentlyoccurring tasks is an area where – even today – a lot of efficiency can be obtained.
In this article, we explore the opportunity that service automation presents to local governments. As one of their many functions, local governments serve as service providers to their community of citizens. Local Government service departments deal with many different requests, ranging from very simple requests for parking permits, all the way through to more complex issues such as providing arbitration and dealing with appeals. Many of these services can be partially or completely automated, making local governments more citizen-centric as well as more cost efficient.
Today’s IT organizations are constantly challenged by the ever-increasing demands for high-quality IT services that are both responsive and cost-effective. Automating service management can help save significant amounts of money in terms of IT help desk operations and substantially reduce the demand on operators while enhancing user experience and optimizing IT management.
As more and more local governments are working become to increase the quality of their services and become more accessible, service automation is increasingly more on the strategic agenda. One of the many tasks of local governments is to serve as service provider for their citizens. From very simple requests as parking permits, all the way to more complex issues such as providing arbitration and dealing with appeals.
Service Automation is more than just provisioning After running multiple implementation projects using the Service Automation Framework (SAF) as a practice, I thought it would be a good idea to summarise a few thoughts as to why this practice makes a difference. And why I think it will be even more helpful for organisations in the middle of a digital revolution to take more advantage of SAF. Automation of services [...]
Learn how to become an accredited Service Automation trainer Following the announcement at the recent International Away Day, APMG-International and the Service Automation Framework Alliance (SAFA) are happy to confirm the time and the agenda for our first trainer café event on September 27th, 2018 in Huizen, The Netherlands. Please pass this invitation on to your Dutch APMG accredited trainers. It’s an event dedicated to them. Just to recall: As [...]
The Service Concept explained One of the central models of the Service Automation Framework is the service concept. In this post we explore the use of a Service Concept in further detail, and why it is important to understand what the Service Concept of an organization is. The service concept outlines how a service provider can realize the value and desired outcomes of its services. The service concept can best [...]
Joins our partner TaUB Solutions @ PinkAsia18 – ITSM’s Next Wave, August 14, 2018 – 11:30 – 12:25 – Mandarin Oriental, Kuala Lumpur Service Automation remains a growing industry trend, and many organizations are taking steps to automate parts of their service delivery organization. A common question in this process is: which services are suitable for service automation, and which are not…? In this session, Hari will explain a relevant and [...]
Learn more about Service Automation at itSMF Singapore About itSFM Singapore itSMF Singapore will be hosting the next annual Service Management conference ITSM Leadership Summit 2018 on 6th July 2018. Preceding the conference event this year is the Service Management Week with a list of Pre-conference Workshops specially curated just for the ITSM Summit conference. This annual event aims to bring together the IT Service Management ecosystem, including industry experts, leaders and professionals to [...]
As part of strengthening the position as experts in Service Automation, Netgain, the first company in the Nordic region, has partnered with the Service Automation Framework Alliance (SAFA). SAFA is a global, leading provider of certification programs, frameworks and best practices in Service Automation. By automating manual processes in different service deliveries, companies and organisations can cut unnecessary work in several steps. This creates a more cost-effective organization that can focus on [...]
Service Automation Webinar for Training Partners 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 [...]
David Wright on Service Automation As a species, we’ve been shaping our environment and crafting ways to help make our lives easier for over 50,000 years. For over 50,000 years we’ve learned to shape or adapt how we live, to make our surroundings more effective, efficient and to work for us; so, it better supports our ever-changing needs within the context of our place in time. We’re a species of [...]
We are very happy to share that Digital Badges have now been made available to the Service Automation Framework exams. A digital badge is an officially verified verification that can be used to share your accomplishments on LinkedIn or Twitter. Additionally, digital badges also allow potential employers to easily validate the candidate’s qualification as they will be able to click on the link given to them by candidate to see the [...]
Automation and AI Process Days in Helsinki The Process Days have grown in six years as a top Service and Process Management event in Finland. The Process Days focus on the trends and visions of service and process management without forgetting the actual everyday work. The goal is to show what’s new and coming in the field of service management and what’s been done now and how. To provide ideas [...]
What You Need To Know About The Service Automation Framework About the Webinar Service Automation is the concept of achieving customer loyalty by the use of automated technologies, and it builds upon large demographic and sociological trends. As a society, we have become accustomed to arranging our lives online and expect services that can match those expectations. Service Automation helps to arrange our lives online. This session will bring you [...]
An Introduction to the Service Automation Framework This white paper provides a high level overview of the Service Automation Framework, which was launched in 2017. The aim of his paper is to explain the key business drivers behind service automation and to provide an overview of the structure of the framework. What is Service Automation? Service Automation – the concept of delivering services through smart technology – is a rapidly [...]
How Service Automation will impact the world next year As the year is coming to an end - and people are preparing for the Christmas holidays - it is always a good moment reflect on the year and think about the opportunities for the future. What will 2018 bring to the world, and what improvements can we make to ensure that our services are delivered faster, more reliable and more [...]
I’m not ashamed to admit that my favorite Christmas movie is Love Actually. Nothing beats the opening scene of the gates at Heathrow Airport, as Hugh Grant voice explains that if you look for it, love actually is all around. The sap in me nods furiously at the screen. The nerd in me applies that concept to automation. Yes – if you look for it, automation is all around, and [...]
Introducing the Service Automation Framework Service Automation is the concept of achieving customer loyalty by using automated technologies (think Uber, Amazon and Netflix). It builds upon a large demographic and sociological trend. As a society, we have become accustomed to arranging our lives online and expect services that can match those expectations. Service Automation helps businesses to evolve by becoming automated and moving slow and outdated processes online. This session [...]
New research shows growth curve in the Service Automation market According to a new market research report "Professional Services Automation Market by Solution - Global Forecast to 2022", published by MarketsandMarkets™, the Service Automation market size is expected to grow from USD 716.5 Million in 2017 to USD 1,244.8 Million by 2022, at a Compound Annual Growth Rate (CAGR) of 11.7% during the forecast period. Growing need for enhanced mobility among service consultants, and [...]
There are two types of service offerings we probably all encounter daily. Consumer on-demand services offered across the planet help us summon entertainment, food, transportation and much more from an application on a smartphone. The most successful of these applications follows a structured workflow – we make a request, the application reports progress along the way and then our request is completed. In 2016, these on-demand services have seen explosive [...]
[vc_row][vc_column][vc_column_text] Building a Smart City on Service Automation [/vc_column_text][vc_column_text]Many of the larger cities around the world have the ambition to become a 'smart city.' But what does that mean exactly? What is it that makes a city smart? According to Wikipedia, the official definition would be: A smart city is an urban development vision to integrate information and communication technology (ICT) and Internet of things (IoT) technology in a secure fashion to manage a city's assets. [...]
Service Automation Blueprinting Many companies see the future in automated service, yet wonder where to start. The Service Automation Framework provides some easy-to-understand models that everyone can used to start the design and delivery of automated services. Used by many organisations around the world, it provides tools and techniques to achieve service automation. In this BrightTalk webinar, we will focus on the technique of service automation blueprinting - a workshops [...]
My career in IT began in 1975. It was an entry level position in the IT Department of a large heavy engineering company. On my first day at work I recall being quite intimidated by the flashing lights and low hum of the expensive equipment in the Computer Operations Room – my new “work home” for the next 6 years. As the most junior person on the team my duties [...]
The Service Automation Blueprint The Service Automation Blueprint is one of the seven techniques of the Service Automation Framework. It most frequently used as a tool in order to visualise how a service is delivered by a service provider. In order to automate a service, it is necessary to exactly understand how a service 'flows' through an organisation, and where the interactions and interfaces with the Users are. Drawing a Service Automation [...]
What is Service Automation? If you are new to the topic to service automation, you might have a very simple question: What is service automation exactly? And why are so many people talking about Service Automation. In this short post, I will try to give you a brief overview of what service automation is, and what all the fuss is about. Design and delivery of automated services Service Automation - in [...]
The Service Automation Business Case In this article, we will discuss to formulate a service automation business case and which financial figures you need in order to calculate the financial benefit of a Service Automation implementation or improvement project. This service automation business case template can be applied to all sizes and types of organizations including profitable and unprofitable businesses, government agencies and not-for-profit organizations. Please note that the accompanying [...]
New Service Automation Explainer Video https://youtu.be/-vxyGbjbnkw Hi there and welcome to this short video about Service Automation. Have you ever wondered why companies such as Spotify, Uber and Netflix conquered the world so quickly? Well, the answer is pretty simple: they all have a business model that is based on Service Automation. So what does that mean? Service Automation is a business model by which services are primarily delivered [...]
What You Need To Know About The Service Automation Framework About this BrightTalk Webinar In this BrightTalk Webinar, we will discuss the newly launched Service Automation Framework. Service Automation is the concept of achieving customer loyalty by the use of automated technologies, and it builds upon large demographic and sociological trends. As a society, we have become accustomed to arranging our lives online and expect services that can match those [...]
On May 21, our certified partner Pink Elephant hosted the first Service Automation Foundation class in Kuala Lumpur, Malaysia. The room was packed with 25 students, all eager to be part of the first batch of officially accredited Service Automation practitioners in the world. The course was taught by Jan-Willem Middelburg, author of the Service Automation Framework book and took the course participants through all six stages of the Service [...]
Serendipity Management Explained Serendipity Management is one of the key building blocks of the Service Automation Framework, and for many organizations one of the key reasons to adopt the framework. In this article, we answer four key questions about this concept. What is Serendipity? In the English dictionary, the word 'serendipity' literally means something good that you did not expect beforehand. And most people have come across serendipitous events or moments [...]
[vc_row][vc_column][vc_column_text] José Stijntjes new Managing Director for SAFA [/vc_column_text][/vc_column][/vc_row][vc_row][vc_column width="5/6"][vc_column_text]The Service Automation Framework Alliance (SAFA) is pleased to announce that it has appointed José Stijntjes as Managing Director per April 1st, 2017. In her new role, she will be responsible for managing and expanding the global partner network of the Service Automation Framework Alliance, as well as further overseeing the development of the framework. José will spearhead SAFA’s development into [...]
Expert Interview: Richard Pharro on Service Automation A lot has been written about the need for organizations to become digital and to transform the way they work. There is a wealth of information on the benefits of doing business in the digital age, how start-ups can access a global market within days of launching their innovative products and how existing companies can unlock opportunities through new online services. Some businesses, [...]
Last week, the Service Automation Framework was launched together with the corresponding training and certification scheme. In the many questions that came by leading up to the launch, one question came back a number of times: what is the difference between Service Management and Service Automation. In this short article, I hope to provide you with an answer to this question. Service Management Service Management (and ITSM in particular) is [...]
[vc_row][vc_column][vc_column_text] Official Launch of the Service Automation Framework The Service Automation Framework publication and corresponding certification scheme will officially launch on Wednesday February 22 during Pink17 - the international IT Service Management Conference and Exhibition in the prestigious Bellagio Hotel, Las Vegas. During the Service Automation Framework Launch, Jan-Willem Middelburg, author of the Service Automation Framework for the design and delivery of automated services will present a summary of the [...]
Global Partnership between SAFA and APMG International to develop Certification Scheme The Service Automation Framework® Association (SAFA) and APMG International, a global award-winning accreditation and certification body, announce their exciting new partnership about a new certification scheme. APMG and SAFA respond to the need for organizations to be able to effectively ‘go digital’. Mastering the concept of Service Automation in the digital age We have become accustomed to searching, evaluating [...]
The Basics of Service Automation Service Automation – the concept of delivering services through smart technology – is a rapidly growing area of interest for most 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. Since Service Automation is a new topic, there was not a [...]