Duration: 2 Days
Course Overview
Better. Faster. Stronger. Learn how to use Agile with ITSM (ITIL®) to strengthen and secure your processes. A Certified Agile Service Manager is the working equivalent of a development Scrum Master. Together, Scrum Masters and Agile Service Managers can instill agile thinking into the entire IT organization as the basis of a DevOps culture.
This course provides 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.
As Dev and Ops have been working in parallel with Dev focused on Agile/Scrum and Ops focused on ITSM/ITIL, this course strives to bring together individual achievements to deliver full business value. The course cross-pollinates Agile and ITSM practices to support end-to-end Agile Service Management so Dev starts to manage services instead of products and Ops and ITSM become more agile by scaling to “just enough” process leading to improved flow of work and time to value.
Agile Service Management helps IT to meet customer requirements faster, improve the collaboration between Dev and Ops, overcome constraints in process workflows by taking an iterative approach to process design that will improve the velocity of process improvement teams to get more done.
This course positions learners to successfully complete the Certified Agile Service Manager exam.
How can I attend my course?
COURSE OBJECTIVES
• 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
• Learn about SCRUM from a product and process perspective
• Agile thinking and values into service management
• 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
Course Content
Why Agile?
The IT challenge today
What does it mean to “be agile”?
• Why 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 Basics
• Product Backlog
– Creating user stories
• Increment
• Product backlog refinement
• Sprint Backlog
• Burndown chart
Scrum Roles
• 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 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
Learner Materials:
• Sixteen (16) hours of instructor-led training and exercise facilitation
• The Agile Service Management Guide and Scrum Guide (pre-class resources)
• Learner Manual (excellent post-class reference)
• Participation in unique hands-on exercises designed to apply concepts
• Sample documents, templates, tools and techniques
• Access to additional sources of information and communities
Certification exam:
• Successfully passing (65%) the 60-minute exam, consisting of 40 multiple-choice questions, leads to the candidate’s designation as a Certified Agile Service Manager.
• The certification is governed and maintained by the DevOps Institute.
COURSE PREREQUISITES
• Completion of pre-class assignment
• Familiarity with IT service management processes and ITIL is recommended