Certified Agile Service Manager

• Anyone interested in learning about Agile and Scrum from a products and process perspective
• Employees and managers responsible for designing, reengineering or improving process
• Consultants guiding their clients through process improvement initiatives
• Internal and external suppliers
• Process stakeholders

Participants will develop an understanding of:

• What does it mean to “be agile”?
• The Agile Manifesto, its core values, and principles
• Agile concepts and practices including ITSM, Kanban, Lean and DevOps
• Scrum roles, artifacts, and events as it applies to both products and processes
• The two aspects of Agile Service Management:

1. Agile Process Improvement – ensuring processes are lean and deliver “just enough” control
2. Agile Process Design – applying Agile practices to process design projects

• Completion of pre-class reading (see link at right of this page)
• Familiarity with IT service management processes and ITIL is recommended

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

• Why Agile?
• What Does it Mean to "Be Agile"?
• Agile Practices
• What is Agile Service Management (Agile SM)?
• Process Design Basics
• An Agile Approach to Process Design
• Scrum Basics
• Scrum Roles
• Scrum Artifacts
• Agile Service Management Artifacts
• Scrum Events
• Agile Service Management Events
• Agile Process Improvement
• Agile Service Management Technologies
• Aligning Agile SM and Agile Software Development
• Getting Started with Agile Service Management
• Additional Sources of Information
• Exam Preparation

Course Introduction

• The IT challenge today

What Does it Mean to “Be Agile”?

• What is Agile?
• The Agile Manifesto
• Agile principles
• What does it take to “be agile”?
• Exercise: Reviewing Agile values

• Scrum
• Kanban
• Lean
• ITIL/ITSM
• DevOps
• Continuous Integration
• Continuous Delivery
• Exercise: Leveraging multiple frameworks

• Definition and value
• Two aspects of Agile SM
• Agile Process Design

• The elements of a process
• The 10 steps of process design

• Characteristics of an Agile Process
• How much is “just enough”?
• Minimum Viable Product

• Scrum pillars, values and components
• Important terms

• Product owner
• ScrumMaster
• Team

• Product Backlog
• Creating user stories
• Increment
• Product backlog refinement
• Sprint Backlog
• Burndown chart

• Process Backlog
• User stories and ITSM processes
• Process increment
• Sprint Backlog (Agile SM context)
• Burndown chart (Agile SM context)
• Exercise: Writing a meaningful user story

• Timeboxes
• Release planning meeting
• Sprint planning meeting
• Daily Scrum
• Sprint Review
• Sprint Retrospective
• Definition of Done

• Process planning meeting
• Strategic and process activity sprints
• The Definition of Done for process sprints
• Daily Scrum (Agile SM context)
• Sprint Review (Agile SM context)
• Sprint Retrospective (Agile SM context)

• Agile Process Improvement audits
• The Process Backlog as a CSI Register
• CSI Sprints and Plan-Do-Check-Act
• Exercise: Assessing process agility

Summary