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
