The Automation Blueprint
The Service Automation Plan is one of the seven techniques in the Service Automation Framework. It is most often used as a tool to visualize how a service provider delivers a service. To automate a service, it is necessary to understand exactly how a service ‘flows’ through an organization and where the interactions and interfaces with Users are.
In this post we will talk about everything you need to know about the automation blueprint and how you can use it correctly in every way.
The final layer in the Service Automation Plan, the Company Functions, are the organizational departments that exist in any company, covering knowledge or areas of expertise. Their purpose is to perform a specific task in line with the objectives and scope of the larger company.
The traditional functions of the company are marketing, sales, IT, facilities, etc. They are often important stakeholders who have specific requirements for the service to be defined. Because company functions are not always in line with the organization’s support processes, we have listed them as a separate and final layer.
About the automation blueprint
The Service Automation Blueprint consists of seven main design elements, each with a specific focus and key features.
Each of the design elements is equally important in terms of determining the overall user experience.
– Demographics Demographics characterize a group of users in terms of objective information that can be attributed to the entire group. Common demographic characteristics are age, geographic location, gender and income category.
– Psychographics Psychographic characteristics (unlike demographics) address users’ preferences and perceptions and are therefore less tangible (e.g., ease of use).
– In the Service Automation Framework, it is assumed that a user has complete autonomy over their own user actions (which often involve a decision), based on past experiences, quality, and ease of use. Defining appropriate and desired user actions is fundamental to the creation of the Service Automation Plan.
– Physical evidence. Physical evidence is a service provider action that has value to users and establishes a level of trust between a user and a service provider.
– Support processes. Supporting processes are the sequential (automated) steps that service providers take to process user actions. In practice, support processes carry out a series of activities to achieve the desired result for a user. A common support process, for example, is a password reset.
Based on a user’s request (i.e., a User Action), this support process automatically sets a password in a database so that a user can access a software application.
Support processes are characterized by their sequential activities that can be visualized by flowcharts through activity sequences and decision moments.
– BluePrintAutomation is about innovation. And we have been since the beginning. Based on our customers’ requirements, we develop innovative technologies and machines designed to exceed their expectations.
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