Course Summary
The Service Automation Practitioner course builds on the foundational concepts introduced in the Service Automation Foundation course and takes a deeper dive into the practical application of service automation. This course is designed for professionals who are looking to advance their understanding of service automation by focusing on the creation of service automation blueprints and the hands-on application of key concepts. Through detailed, real-world examples, participants will learn how to design, implement, and optimize automated services that improve efficiency and user experience.
In this course, participants will explore advanced blueprinting techniques to design effective automated services and processes. They will learn how to map out automated workflows, identify the right tools and technologies for different service automation needs, and apply best practices to ensure that automation solutions meet both user requirements and organizational goals. Additionally, the course covers how to align automated services with business objectives and customer expectations, ensuring that the solutions implemented are both scalable and sustainable.
By the end of the Service Automation Practitioner course, participants will be equipped to apply the principles of service automation in practical settings. They will have developed the skills needed to create and refine service automation blueprints, ensuring that automation strategies contribute directly to operational efficiency and business growth. This course is ideal for professionals looking to deepen their expertise in service automation and apply it effectively within their organizations.
detailed course Information
The learning objectives of the Service Automation Practitioner course include:
- Designing Service Automation Blueprints: Learn how to create detailed and effective service automation blueprints that align with business needs and user requirements.
- Applying Service Automation Concepts: Develop the ability to apply core service automation principles to real-world scenarios, focusing on practical implementation.
- Optimizing Automated Workflows: Understand how to optimize workflows for greater efficiency, accuracy, and user experience in automated services.
- Selecting Tools and Technologies: Gain the expertise to select and integrate the appropriate tools, platforms, and technologies for various service automation use cases.
- Aligning Automation with Business Objectives: Learn to ensure that service automation strategies align with organizational goals to drive business growth and improve service delivery.
- Measuring Automation Success: Acquire skills to measure the performance and success of automation initiatives through key metrics and KPIs.
- Managing Organizational Change: Understand how to manage the impact of service automation on teams and processes, fostering a culture of automation across the organization.
- Driving Continuous Improvement: Develop strategies for the ongoing improvement of service automation practices to adapt to evolving business needs and technological advancements.
These objectives aim to equip participants with the practical knowledge and skills necessary to design, implement, and optimize service automation solutions that drive business efficiency and innovation.
The Service Automation Practitioner course is an interactive program designed to provide participants with practical skills in designing, implementing, and optimizing service automation solutions. This course is split into six detailed modules, each focusing on a core aspect of service automation.
Module 1: Introduction to Service Automation Principles and Blueprinting
- Understanding Service Automation: Review key concepts and principles of service automation, including its benefits and challenges.
- Overview of Service Automation Framework: Learn the core framework and its relevance to service automation projects.
- Blueprinting Fundamentals: Introduction to blueprinting as a key tool in designing automated services. Learn how to create high-level blueprints that outline service requirements, workflows, and technology integrations.
- Blueprinting Best Practices: Understand best practices for designing scalable, effective service automation blueprints that align with organizational goals.
Module 2: Designing Automated Services
- Creating Service Automation Blueprints: Learn to design detailed blueprints that specify service processes, tools, and technologies.
- Mapping Automated Workflows: Understand how to map workflows that support automated service delivery, ensuring efficiency and consistency.
- User-Centered Design: Focus on designing automated services that enhance the user experience, ensuring accessibility and ease of use for end-users.
- Scalability and Flexibility in Design: Learn techniques for ensuring that automation solutions can scale as business needs grow and adapt to future changes.
Module 3: Tools, Platforms, and Technologies for Service Automation
- Selecting the Right Tools for Automation: Explore the various tools, platforms, and technologies that support service automation, including integration with existing systems.
- Integrating Technologies: Learn how to select and integrate automation tools and technologies into your organization’s IT infrastructure.
- Cloud and On-Premise Solutions: Explore the use of cloud-based and on-premise tools for automating services, considering scalability, cost, and operational needs.
- Automation Platforms Overview: Gain insight into popular automation platforms (e.g., ServiceNow, UiPath) and their capabilities for designing and delivering automated services.
Module 4: Optimizing Service Automation Workflows
- Streamlining Automated Workflows: Learn techniques for identifying inefficiencies and optimizing workflows to improve service delivery speed and accuracy.
- Automating Common IT Service Processes: Focus on automating common IT service processes, such as incident management, change management, and request fulfillment.
- Error Handling and Exception Management: Understand how to design workflows that can handle errors, exceptions, and interruptions without disrupting service.
- Performance Monitoring: Learn to set up monitoring systems to track the performance of automated workflows and ensure continuous improvement.
Module 5: Measuring Success and Managing Change
- Key Performance Indicators (KPIs): Learn how to define and track KPIs for automation projects to measure their success and impact.
- Assessing Automation Effectiveness: Understand methods for evaluating the effectiveness of service automation, including user satisfaction, service uptime, and cost reduction.
- Managing Organizational Change: Learn strategies for managing the impact of service automation on people, processes, and culture within the organization.
- Driving Adoption of Automation: Develop strategies to promote automation within the organization, ensuring that teams embrace and effectively use automated services.
Module 6: Continuous Improvement and Future Trends in Service Automation
- Continuous Improvement: Understand how to create a feedback loop for ongoing optimization of automated services based on performance metrics and user feedback.
- Adapting to Business Changes: Learn how to adjust and enhance automation strategies to accommodate changing business priorities, technologies, and market conditions.
- Emerging Trends in Service Automation: Explore emerging trends in service automation, such as AI-driven automation, robotic process automation (RPA), and machine learning.
- Preparing for Future Automation Needs: Gain insight into the future of service automation, including how to stay ahead of technological advancements and continue evolving automation practices within your organization.
This course provides a comprehensive, hands-on approach to mastering service automation, offering participants the skills and tools necessary to design, implement, and continuously improve automated services in their organization.
The Service Automation Practitioner course is designed for professionals involved in the design, implementation, and management of service automation within their organizations. The course is ideal for:
- Service Automation Architects and Designers: Individuals responsible for creating and designing service automation blueprints, ensuring that automation solutions align with business needs and enhance service delivery.
- IT Service Managers: IT professionals managing service delivery who want to gain practical knowledge on how to integrate service automation into existing processes to improve efficiency, scalability, and user satisfaction.
- Business Process Managers: Professionals focused on streamlining and optimizing business processes who are looking to leverage service automation to reduce manual tasks and increase operational efficiency.
- Automation Engineers and Technologists: Those responsible for implementing and maintaining automation solutions, including robotic process automation (RPA), workflow automation, and AI-driven automation.
- Digital Transformation Leaders: Senior leaders and project managers guiding organizations through digital transformation initiatives, particularly those seeking to adopt service automation as part of their strategy to enhance service delivery and business performance.
- IT Professionals and Consultants: Consultants and IT staff looking to deepen their expertise in service automation to provide guidance and support to clients in implementing and optimizing automated services.
This course is aimed at individuals seeking to build upon foundational service automation knowledge, equipping them with the practical skills necessary to implement service automation solutions that drive business efficiency, scalability, and innovation.
The Service Automation Practitioner exam is a thorough assessment of candidates’ ability to apply service automation concepts and design service automation blueprints in real-world situations. Here are the key details of the exam:
- Exam Format: The exam is an open-book format, consisting of 80 multiple-choice questions, organized into 4 sections.
- Passing Criteria:
- Standard Pass Mark: 65% (52 correct answers).
- Trainer Pass Mark: 75% (60 correct answers).
- Duration: The exam lasts for 150 minutes. Candidates taking the exam in a language that is not their native language are allotted an additional 30 minutes, extending the total duration to 180 minutes.
- Question Types: The exam includes a variety of question types, including classic multiple-choice questions, questions with negatively worded statements, and select-evaluate tasks where candidates need to assess and choose the best options from the provided answers.
- Bloom’s Levels: The questions assess higher-order thinking skills, covering levels such as Analysis (Level 3), Synthesis (Level 4), and Evaluation (Level 5).
- No Negative Marking: Incorrect or unanswered questions do not result in penalties, allowing candidates to focus on their understanding without worrying about losing points for wrong answers.
To succeed in the exam, candidates are encouraged to thoroughly review the Service Automation Practitioner Course Guide, which covers the key concepts, techniques, and best practices for applying service automation in practice. This preparation will ensure candidates are well-equipped to apply their knowledge to real-world challenges and succeed in the exam.
Digital Badge
Testimonials & Course Reviews
The Service Automation Foundation course completely transformed my approach to service delivery. I now see how automation can simplify our operations and help us scale more efficiently. The section on automated processes was a game-changer, and I’ve already started applying the blueprinting techniques to improve workflows in my department.
This course was incredibly insightful. It gave me a clear understanding of how automation can drive efficiencies in service management. The emphasis on user experience and how it integrates with automation was especially relevant to my work, where we’re constantly looking to enhance our customer-facing services.
I didn’t expect to learn so much from this course! The practical examples of how automation can improve service delivery were really helpful. I’ve already started applying some of the principles to automate processes at BP. The course helped me better understand how automation connects to broader organizational goals.
What I loved most about the course was how it balanced theory with practical techniques. The blueprinting techniques and self-service portal design were extremely useful, and I now feel confident in my ability to design automated services that deliver real value. The course content was spot on for what we’re trying to achieve.
The Service Automation Foundation course helped me see the bigger picture of automation beyond just technology. It made me realize the organizational impact, especially on people and processes. I can already see how I’ll be able to use these insights to drive meaningful change in my role.
I found this course to be a real eye-opener. The deep dive into service automation frameworks and practical tools for process design will make a huge difference in how we approach automation projects. I’m already applying the concepts to our current projects
This course gave me the perfect foundation for implementing service automation at MetLife. The lessons on measuring user experience were a great takeaway, and I’m excited to bring those insights into our customer-facing systems. It’s clear that automation will not only improve efficiency but also the overall customer experience
I’ve been looking for ways to streamline our ITSM service delivery processes, and this course was exactly what I needed. The material was clear, and the practical tips on workflow design and service automation were directly applicable to my role. I’m looking forward to using these tools to improve our service operations.
