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

There are no formal pre-requisites for this course. However, familiarity with IT service management processes and ITIL is desirable.

More testimonials for this course

• 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