Opleiding: Service Automation Foundation Self-Study Package

Algemene omschrijving

This e-learning contains the course materials.

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 Uber (who deliver 100% automated services) have proven that organizations can achieve rapid growth and gain a competitive advantage by relying on Service Automation.

The core objective of the Service Automation Foundation e-learning is to learn how to transition analog (or manual) steps of service delivery process into automated steps. By making this transition, service providers are able to deliver their services instantly, cost-effectively and to a potentially bigger market. Taking the steps towards the delivery of automated services is however not straightforward.

Many organizations struggle with the question of where to start or which services to automate. The Service Automation Framework was developed to provide an answer to this question. This Service Automation e-learning will give you deep insight into the concept of Service Automation, the concept by which you can automate your service offering. If you adequately apply Service Automation in your organization, you will see both employee and customer satisfaction rise and significantly increase the number of people who will ‘like’ your company.

Doelgroep

The training is intended for anyone who has ever felt that the service level within their organization could be improved and is seeking guidance to achieve this goal.

Leerdoelen

By completing this e-learning, you will gain the following knowledge and skills:

• Understand the business drivers of technology-enabled automated services in order to explain the business case for Service Automation.
• The Service Automation Framework enables the practice of an industry that enables their autonomous users to procure, manage and adjust services through self-service technology.
• 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.
• Outline the steps for completing a Service Automation Blueprint in order to visualize services in order to design and delivery automated services.

Exam Information:

• Questions: 40 questions.
• Duration: 40 minutes.
• Pass Mark: 50% (20 marks).
• Closed book.

Voorkennis

You do not need any prior knowledge to access this e-learning.

Onderwerpen

• Module 1: Introduction to SAF.
• Module 2: The User.
• Module 3: Service Design.
• Module 4: Self Service Interface.
• Module 5: Automated Deployment.
• Module 6: Service Delivery Automation.
• Module 7: Serendipity.
• Module 8: Trial Exam.
• Module 9: Certification.
• Module 10: Knowledge Evaluation.