Service Automation Foundation

Purpose of the Service Automation Foundation Qualification

The purpose of the Service Automation Foundation qualification is to measure whether a candidate has sufficient knowledge and understanding of the Service Automation Framework to act as an informed member of a team designing and delivering automated services.

Target Audience

This qualification is aimed at individuals who require a working knowledge of the key principles of Service Automation, who need to know the terminology used and some of the theory behind the practice. The target audience of the Service Automation Foundation Qualification therefore includes:

  • Service strategists;
  • Process consultants;
  • Business consultants;
  • Strategy consultants;
  • Service delivery managers;
  • Service designers;
  • Enterprise architects;
  • Operations managers;
  • Service managers;
  • Developers;
  • Business analysts.

There is no mandatory prerequisite to obtain the Service Automation Foundation Qualification.

High Level Performance Definition of a Successful SAF Candidate

The candidate who meets criteria of the High Level Performance Definition should as a minimum be able to recall, recognize and demonstrate understanding of the theories, design elements, processes and techniques as outlined in the Service Automation Framework text.

Specifically (s)he should be able to demonstrate this understanding by being able to:

  1. Understand the business drivers of technology-enabled automated services in order to explain the business case for Service Automation.
  2. Discuss how Service Automation Framework enables the practice of an industry that enables their autonomous users to procure, manage and adjust services through self-service technology.
  3. Explain the difference and synergy between the Users, Service Design and Technology design elements that contribute to meet and exceed the expectations of user in order to create long-lasting value.
  4. Explain the difference between Automated Deployment, Service Delivery Automation and Serendipity Management and describe their underlying processes.
  5. Outline the steps for completing a Service Automation Blueprint in order to visualize services in order to design and delivery automated services.
  6. Discuss the processes that underpin the delivery of automated services and how they need to be integrated in self-service portals in order to provide automated delivery.
  7. Explain the concept of Serendipity Management and how it impacts the User Experience (UX) of services.

A detailed description of all topics that are examined is available in the Service Automation Foundation exam syllabus.


Examination Information

Why obtain the Service Automation Foundation qualification?

By becoming certified individuals will understand the steps necessary to digitize the service offering of organizations and will be able to use the 7 Service Automation Framework Techniques in practice. The key benefit of the course and certification is that it provides individuals with practical tools that can be used in practice.

How is the exam structured?

The Service Automation Foundation examination is structured as follows:

  • Multiple choice
  • 40 questions per paper
  • 26 marks required to pass (out of 40 available) – 65%
  • 40 minutes duration
  • Closed book.

Where can I take the examination?

The examinations are distributed through Accredited Training Organizations (ATOs). For more information about authorized training partners, please visit the website of APMG-International.

Service Automation Framework Badge