Certified Agile Process Owner CAPO including exam

3 days


A process owner is an individual accountable for the performance of a process and for ensuring the process delivers value to its stakeholders. Process owners manage the requirements of process stakeholders, translate those requirements into process performance objectives, and oversee the entire process design and improvement lifecycle.

This course describes process owner responsibilities and provides the education needed to oversee the design, reengineering, and improvement of IT Service Management (ITSM) processes, particularly in the context of Agile Service Management. Participants learn how to use Agile and Lean principles and practices to put in place “just enough” process and how to continually align process performance with overall business goals.


  • Closed book
  • 60 minutes
  • 40 multiple-choice questions
  • Pass mark 65% (26 questions)
  • Successful candidates earn designation as a Certified Agile Process Owner


  • Process owners
  • Process managers
  • Employees and managers responsible for designing, reengineering or improving processes
  • Consultants guiding their clients through process improvement initiatives
  • Anyone responsible for:
    • Managing process-related requirements
    • Ensuring the efficiency and effectiveness of processes
    • Maximising the value of processes

Skills Gained

Participants will develop an understanding of:

  • Basic Agile and Agile Service Management concepts
  • Process owner role and responsibilities
  • Managing and prioritising a process backlog
  • Creating and utilising user stories
  • Collaborating with process stakeholders and other process owners
  • Overseeing Agile process design and improvement activities
  • Managing organisational change activities
  • Monitoring and measuring process performance
  • Conducting process reviews and identifying improvements


  • Completion of pre-class reading (see link at right of this page)
  • Familiarity with Scrum
  • Familiarity with IT and IT services

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.

Course Outline

  • Process Design Basics
  • Agile Basics
  • Scrum Basics
  • Agile Service Management Basics
  • Agile Process Design
  • Agile Process Improvement
  • Measuring Value
  • Process Improvement Tools and Technologies
  • Getting Started
  • Challenges and Critical Success Factors
  • Additional Sources of Information
  • Exam Preparation

Course Introduction

  • Why Processes are important
  • Why Agility is important
  • Why the Process Owner Role is important
  • The Elements of a Process
  • Process Owner Responsibilities
    • Process sponsorship
    • Process resourcing
    • Process design and improvement
    • Process management
    • Process awareness
  • Process Owner Knowledge, Skills and Attributes
  • Selecting a Process Owner
  • Related Roles
    • Process Manager
    • Global Process Owner
    • Value Stream Owner
    • Role of a Service Management Office (SMO)
  • The Characteristics of an Agile Process
  • What is Agile?
  • The Agile Manifesto
  • Why Agile Projects are Successful
  • Scrum Roles, Artifacts and Events
  • Scrum Pillars
  • Scrum in a Nutshell
  • Scrum, Kanban or Both?
  • Agile Service Management Value
  • Agile Service Management Roles, Artifacts and Events
  • Characteristics of an Agile Process
  • Two Aspects of Agile Service Management
  • Creating and Populating a Process Backlog
    • Personas
    • User Stories
    • Themes
    • Epics
  • User Story Mapping
  • Ordering and Maintaining the Process Backlog
  • Process Design Sprints
  • The Process Owner and Sprint Events
  • Process Implementation
    • Potentially Releasable Process Increment
    • Definition of “Done”
    • Release Planning
  • Aligning Processes with Strategic Goals
  • CSI Sprints and Plan-Do-Check-Act
  • Sustaining Improvements
  • Assessing Process Maturity
  • Implementing Process Improvements
    • Working with Line Managers
    • Overcoming Resistance to Change
  • Demonstrating Value
  • Leading and Lagging Performance Indicators
  • Critical Success Factors and Key Performance Indicators
  • Service Level Agreements and Operational Level Agreements
  • Conducting Measurement Reviews
  • Communicating Performance
  • Exam Requirements, Question Weighting and Terminology List
  • Sample Exam Review

Related Courses


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ITILv3, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O, MoP, MoV courses on this page are offered by QA, ATO of AXELOS Limited. ITIL, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O,MoP, MoV are registered trademarks of AXELOS Limited. All rights reserved.

Upcoming Dates

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Course Location Days Cost Date
London London2 2250 £2250 2019-09-25
London London2 2250 £2250 2019-10-03
Manchester Manchester2 2250 £2250 2019-11-11
London London2 2250 £2250 2019-12-05
London London2 2250 £2250 2019-12-18