1. Course Introduction
- Course Goals
- Course Agenda
2. 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
3. Agile Practices
- Scrum
- Kanban
- Lean
- ITIL/ITSM
- DevOps
- Continuous Integration
- Continuous Delivery
- Exercise: Leveraging multiple frameworks
4. What is Agile Service Management (Agile SM)?
- Definition and value
- Two aspects of Agile SM
- Agile Process Design
- Agile Process Improvement
- The elements of a process
- Process design basics
- The 10 steps of process design
- An Agile approach to process design
- Characteristics of an Agile Process
- How much is “just enough”?
- Minimum Viable Product
5. What is Scrum
- Scrum Basics
- Scrum pillars, values and components
- Important terms
- Scrum Roles
- Product owner
- ScrumMaster
- Team
- Scrum artifacts
- Product Backlog
- Creating user stories
- Increment
- Product backlog refinement
- Sprint Backlog
- Burndown chart
6. Agile Service Management Artifacts
- 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
7. Scrum Events
- Timeboxes
- Release planning meeting
- Sprint planning meeting
- Daily Scrum
- Sprint Review
- Sprint Retrospective
- Definition of Done
8. Agile Service Management Events
- Process planning meeting
- Sprint 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)
9. Agile Process Improvement
- Agile Process Improvement audits
- The Process Backlog as a CSI Register
- CSI Sprints and Plan‐Do‐Check‐Act
- Exercise: Assessing process agility
10. Agile Service Management
- Agile Service Management technologies
- Aligning Agile SM and Agile software development
- Getting started with Agile Service Management
11. Summary and Exam Preparations
- Additional Sources of Information
- Exam Requirements, Question Weighting and Terminology List
- Sample Exam Review
