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