Certified Agile Process Owner

Learn how to use Agile and Lean principles and practices to put in place ‘just enough` process and how to continually align process performance with overall business goals in our Certified Agile Process Owner course.

This 16 hour instructor led course describes process owner responsibilities and provides the education needed to oversee the design, reengineering and improvement of IT Service Management (ITSM) processes; particularly in the context of Agile Service Management. 

Learning Objectives: The learning objectives for this course include an understanding of:

• Basic Agile and Agile Service Management concepts
• Process owner role and responsibilities
• Managing and prioritizing a process backlog
• Creating and utilizing user stories
• Collaborating with process stakeholders and other process owners
• Overseeing Agile process design and improvement activities
• Managing organizational change activities
• Monitoring and measuring process performance
• Conducting process reviews and identifying improvements

Course / Student Materials:

• Digital Learner Manual (excellent post-class reference)
• Learner Personal Action Plan
• Sample documents, templates, tools and techniques  
• Participation in our GAME ON! An Interactive Learning Experience^®
• Participation in unique exercises designed to apply concepts
• In-class exam preparation
• Exam voucher

Course Introduction

• Importance of processes, Agility and the role of the Process Owner

 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
• Roles 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 a Nutshell
• 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

• 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

• Familiarity with IT and IT services
• Review The Scrum Guide™ (provided via Learner Portal)
• Review The Agile Service Management Guide (provided via Learner Portal)

• Process owners
• Process managers
• Employees and managers responsible for designing, reengineering or improving processes
• Consultants guiding their clients through process improvement initiatives
• Anyone responsible for:
  • Managing process-related requirements
  • Ensuring the efficiency and effectiveness of processes
  • Maximizing the value of processes