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Certified Agile Service Manager Training is a 16-hour, instructor led course that will provide you with an introduction to Agile Service Management – the application and integration of Agile thinking into service management processes and process design projects. Agile thinking improves IT’s effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements.
The learning objectives for Agile Service Management include an understanding of:
Class also includes experiential exercises, GAME ON! An Interactive Learning Experience®.
Exam & Certification: Students are eligible to take an independent Foundation exam, please call us to purchase. Successfully passing (65%) the 60 minute examination, consisting of 40 multiple-choice questions, leads to the Agile Service Management Foundation Certificate.
The exam is web-based; learners choose the time and place for their exams.
Project Management Institute (PMI®) Professional Development Units: ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 16 contact hours or PDUs upon completion of this course.
Course Introduction
What is Agile Service Management?
Agile Service Management Value
Two Aspect s of Agile Service Management
Agile Process Design
Scrum Basics
Why Scrum?
The Pillars of Scrum
Scrum Values
Scrum Components
Scrum Roles
Understanding and Measuring Velocity
Agile Service Management Roles
Scrum Artifacts
Agile Service Management Artifacts
Scrum Events
Time boxes
Definition of Done
Agile Service Management Events
Process Design Basics
The Element s of a Process
The Characteristics of an Agile Process
How Much is Just Enough?
Ten Steps of Process Design
Keys to Process Development Success
Lifecycle of a Process Design Sprint
Agile Process Improvement
Agile and Continual Improvement
2 Days Course