Agile Service Management (ASM) Key Concepts

Agile Service Management Overview Introduction

This Agile Service Management Key Concepts course provides a high-level overview of Agile Service Management – the application and integration of Agile thinking into service management processes and process design projects. Agile Service Management practices are critical in organizations that want to deliver better products faster and more reliably; particularly those organizations that are adopting DevOps.

Whether your organization’s improvement efforts are focused on deploying new processes, or streamlining existing processes, Agile Service Management’s iterative and incremental approach makes it possible to deliver value more quickly.

Agile Service Management Overview Course Objectives

• Gaining a high-level understanding of Agile Service Management
• Understanding its core vocabulary, principles and practices
• Learning about Agile Service Management roles, artifacts and events
• Understanding how Agile Service Management interfaces with IT Service Management (ITSM), Agile (Scrum) and Lean

Project Management Institute (PMI®) Professional Development Units:  This course is recognized by PMI as a Global R.E.P. Project Management Professionals earn 4 contact hours or PDUs upon completion of this course.

Prerequisite

• Some experience in IT, software development, or project management.
• A keen interest in improving and optimizing processes.

Audience

• Anyone interested in learning more about Agile and Scrum from a process (“Ops”) perspective
• Employees and managers responsible for designing, re-engineering or improving processes
• Service Management process owners, process managers and consultants 
• Process improvement team members
• IT professionals working within, or about to enter, an Agile environment
• Business stakeholders interested in learning about Agile

Agile Service Management Overview Course Outline

What Does it Mean to be Agile?

• What is Agile?
• The Agile Manifesto

What is Service Management?

• ITSM/ITIL®

What is Agile Service Management (Agile SM)?

• Agile SM Purpose and Objectives
• Agile SM Value
• The Two Aspects of Agile SM

An Agile Approach to Process Design

• Agile Process Design
• Characteristics of an Agile Process

Agile SM and Scrum

• Scrum Purpose and Objectives
• Scrum Pillars
• Agile SM in a Nutshell

Agile SM Roles

• Agile Process Team
• Agile Service Manager
• Agile Process Owner

Agile SM Artifacts

• Process Backlog
• Process Increment
• Sprint Backlog
• Agile SM Events
• Process Planning Meeting
• Sprint Planning Meeting
• Sprint
• Daily Scrum
• Sprint Review
• Sprint Retrospective

Agile Service Management Overview Training Materials

• Four (4) hours of instructor-led training and exercises.
• Learner Manual for post-class reference.
• Participation in unique assignments and interactive learning experiences.
• Learner Personal Action Plan.
• Access to additional information sources and communities.