Length
2 days

Overview

This two-day course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes, design and improvement.

Agile thinking improves IT’s effectiveness and efficiency, and enables IT to continue to deliver value in the face of changing requirements.

Examination
This course pricing includes an exam voucher to sit an online proctored exam through the DevOps Institute. The voucher is valid for 90 days. A sample exam paper will be discussed during class to assist with preparation.

  • Closed book
  • 60 minutes
  • 40 multiple-choice questions
  • Answer 26 questions correctly (65%) to pass and be designated as a Certified Agile Service Manager

Key Topics

Detailed Info
  • Why Agile?
  • What Does it Mean to "Be Agile"?
  • Agile Practices
  • What is Agile Service Management (Agile SM)?
  • Process Design Basics
  • An Agile Approach to Process Design
  • Scrum Basics
  • Scrum Roles
  • Scrum Artifacts
  • Agile Service Management Artifacts
  • Scrum Events
  • Agile Service Management Events
  • Agile Process Improvement
  • Agile Service Management Technologies
  • Aligning Agile SM and Agile Software Development
  • Getting Started with Agile Service Management
  • Additional Sources of Information
  • Exam Preparation
Skills Gained
Key Topics
Target Audience
Prerequisites

Skills Gained

Participants will develop an understanding of:

  • What does it mean to “be agile”?
  • The Agile Manifesto, its core values, and principles
  • Agile concepts and practices including ITSM, Kanban, Lean and DevOps
  • Scrum roles, artifacts, and events as it applies to both products and processes
  • The two aspects of Agile Service Management:
    1. Agile Process Improvement – ensuring processes are lean and deliver “just enough” control
    2. Agile Process Design – applying Agile practices to process design projects

Key Topics

Course Introduction

Why Agile?

  • The IT challenge today

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

Agile Practices

  • Scrum
  • Kanban
  • Lean
  • ITIL/ITSM
  • DevOps
  • Continuous Integration
  • Continuous Delivery
  • Exercise: Leveraging multiple frameworks

What is Agile Service Management (Agile SM)?

  • Definition and value
  • Two aspects of Agile SM
    • Agile Process Design
    • Agile Process Improvement

Process Design Basics

  • The elements of a process
  • 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

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

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

Scrum Events

  • Timeboxes
  • Release planning meeting
  • Sprint planning meeting
  • Daily Scrum
  • Sprint Review
  • Sprint Retrospective
  • Definition of Done

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)

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

Agile Service Management Technologies

Aligning Agile SM and Agile Software Development

Getting Started with Agile Service Management

Summary

Additional Sources of Information

Exam Preparation

Target Audience

  • Anyone interested in learning about Agile and Scrum from a products and process perspective
  • Employees and managers responsible for designing, reengineering or improving process
  • Consultants guiding their clients through process improvement initiatives
  • Internal and external suppliers
  • Process stakeholders

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please call us at +632 8244 2098 or email [email protected].

Prerequisites

  • Completion of pre-class reading (see link at right of this page)
  • Familiarity with IT service management processes and ITIL® is recommended
Print course details

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.

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Virtual Classroom
September 10 2020 - September 11 2020
October 15 2020 - October 16 2020

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Pre-Course Requirements

This course has requirements which must be completed before commencing.
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