Service Automation Framework

Learn more about the Service Automation Framework

Service Automation Framework2020-04-24T14:23:28+08:00

The Service Automation Framework

Have you ever wondered why some organizations are successful and others – despite good products and services – never achieve the breakthrough that they so aspire to? What is it that makes ‘exponential’ organizations such as Uber, Netflix and Google attract such a devoted group of followers or, in modern terminology, why do so many people ‘like’ these brands so much? How did they come to be at the center of attention, attracting loyal customers from the South Americas to the north of Asia? The answer is that all of these companies deliver automated services.

It is not a secret that these ‘exponential’ organizations all thrive through Internet technology and their ability to reach millions of potential customers with just a few clicks. The Internet has an impact on society that is beyond imagination, but I’m sure you are already aware of that. New leaders in the market, however, have added an extra dimension to Internet technology, which makes them stand out from any other competitor: customer service. These organizations apply the concept of Service Automation knowing that customer loyalty is the foundation of any organization and that, especially in the fast and open Internet market, it is much more difficult to retain a loyal customer than to acquire a new one.

Overview of the Service Automation Framework

The Service Automation Framework® will give individuals and organizations deep insight into the theory and methods of Service Automation, the concept by which you can automate services in any organization. By applying the concepts of Service Automation, companies will see both employee and customer satisfaction levels rise. The Service Automation Framework provides the design elements and processes to systematically optimize user experience by delivering automated services.

The Service Automation Framework is the first comprehensive and practical approach that provides a comprehensive model, as well a practical techniques to enable the design and delivery of automated services. The framework builds on existing best practices in design thinking and service management, with the core objective to deliver automated services.

Components of the Service Automation Framework

The Service Automation Framework consists of six main capabilities that can be subdivided into a a focus on ‘design’ (the first three block) and a focus on the ‘delivery’ (the last three capabilities) of automated services:

  1. The User. The first capability defines the key characteristics of the groups of people a service provider aims to serve.
  2. Service Design. The business function that designs and defines the service offering of a service provider. It is the concretisation of the service concepts into an actual design, including the relevant support structures and digital interfaces;
  3. Technology. The building block that defines the setup and usability of the digital interfaces, connecting service providers with their users. This capability focus on the design of self service-technology and interfaces;
  4. Automated Deployment. The processes that enable a user to start using a service based on his or her own action. Automated deployment processes are used to onboard new uses, and are crucial for determining the user experience;
  5. Service Delivery Automation. The service delivery automation processes enable user to change or resolve any aspect of the service based on his or her own action. Service Delivery automation deals with day-to-day aspects of service delivery;
  6. Serendipity Management. The processes that facilitate a planned and continuous approach in order to constantly exceed the expectations of users.

Each of the six capabilities equally contributes to the design and delivery of automated services.

Read more on the Service Automation Blog:

Etisalat Academy Launches Training on World’s First Certification of Service Automation Framework

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.

New White Paper – Design, Automate and Accelerate through Service Automation

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.

New White Paper – Service Automation in Local Government

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.


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