Day 1

• Course Introduction
  • Why Processes are Important
  • Why Agility is Important
  • Why the Process Owner Role is important
• Process Design Basics
  • 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
• Agile Basics
  • What is Agile?
  • The Agile Manifesto
  • Why Agile Projects are Successful
• Scrum Basics
  • Scrum Roles, Artifacts and Events
  • Scrum Pillars
  • Scrum in aNutshell
  • Scrum, Kanban or Both?
• Agile Service Management Basics
  • Agile Service Management Value
  • Agile Service Management Roles, Artifacts and Events
  • Characteristics of an Agile Process Two Aspects of Agile Service Management
    • Agile Process Design
    • Agile Process Improvement
• Agile Process Design

Day2

• Agile Process Design (continued)
  • 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
• Agile Process Improvement
  • 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
• Measuring Value
  • 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
• Process Improvement Tools and Technologies
• Getting Started
• Challenges and Critical Success Factors
• Additional Sources of Information
• Exam Preparations
  • Exam Requirements, Question Weighting and Terminology List
  • Sample Exam Review