Service delivery is undergoing a radical transformation—from manual interactions to intelligent, self-service systems that operate around the clock. In this 45-minute webinar, you’ll explore the core concepts of Service Automation, as outlined in the Service Automation Foundation certification syllabus. This session is ideal for professionals who want to understand how automation can redefine customer service, operations, and digital user experiences.

We begin with the foundational concept of automation as a feedback-driven process, and introduce Service Automation as a structured practice that leverages self-service technologies and enables user autonomy. You’ll also learn the key elements that define a service in a professional context—such as delivering value, facilitating outcomes, and eliminating the burden of ownership of cost and risk.

The webinar then moves into the holistic dimensions of the Service Concept, where we examine how services are perceived through the lenses of value, user experience, service operation, and outcomes. You’ll learn how these elements combine to create meaningful and scalable service offerings.

We’ll also introduce the five key business drivers of Service Automation from enabling scalable business models to creating cost-effective, user-centric experiences that exceed expectations. You’ll understand how these drivers form the strategic foundation of modern service organizations.

Finally, the session explains the difference between ‘Service Push’ and ‘Service Pull’ models, and why pull-based service design is essential for automation success.

What You’ll Learn:

• ⚙️ The fundamental definition of Service Automation and the importance of the feedback loop
• 🌐 How service value is defined through user experience, outcomes, and operations
• 🧩 The key characteristics of a service: value delivery, outcome enablement, and lack of ownership of cost and risk
• 📈 The five core business drivers for implementing Service Automation
• 🔄 How Service Push and Pull models differ—and why Pull is preferred in automation design
• 🎓 How to pursue the Service Automation Foundation Certification and available study pathways (SPO, ATO, SSK)

Speaker:

Jan Willem Middelburg, President of the Data Science Institute (DASCIN)

Target Audience:
Public – digital transformation professionals, service designers, operations managers, and anyone involved in delivering or optimizing services through automation.

Register now to secure your spot!