Agile Service Manager Objective

Module 01: Why Agile?

Module 02: What does it mean to “be agile”?

Module 03: Agile practices

Module 04: What is Agile Service Management (Agile SM)?

Module 05: Process design basics

Module 06: An Agile approach to process design

Module 07: Scrum Basics

Module 08: Scrum Roles

Module 09: Scrum artifacts

Module 10: Agile Service Management artifacts

Module 11: Scrum Events

Module 12: Agile Service Management Events

Module 13: Agile Process Improvement

Detailed Syllabus:

Module 01: Why Agile?

The IT challenge today

Module 02: What does it mean to “be agile”?

Why is Agile?
The Agile Manifesto
Agile principles
What does it take to “be agile”?

Module 03: Agile practices

Scrum
Kanban
Lean
ITIL/ITSM
DevOps
Continuous Integration
Continuous Delivery

Module 04: What is Agile Service Management (Agile SM)?

Definition and value
Two aspects of Agile SM

Module 05: Process design basics

The elements of a process
The 10 steps of process design

Module 06: An Agile approach to process design

Characteristics of an Agile Process
How much is “just enough”?
Minimum Viable Product

Module 07: Scrum Basics

Scrum pillars, values, and components
Important terms

Module 08: Scrum Roles

Product owner
ScrumMaster
Team

Module 09: Scrum artifacts

Product Backlog
Increment
Product backlog refinement
Sprint Backlog
Burndown chart

Module 10: Agile Service Management artifacts

Process Backlog
Process increment
Sprint Backlog (Agile SM context)
Burndown chart (Agile SM context)
Exercise: Writing a meaningful user story

Module 11: Scrum Events

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

Module 12: Agile Service Management Events

Process planning meeting
Sprint planning meeting
The Definition of Done for process sprints
Daily Scrum (Agile SM context)
Sprint Retrospective (Agile SM context)

Module 13: Agile Process Improvement

Agile Process Improvement audits
The Process Backlog as a CSI Register
CSI Sprints and Plan-Do-Check-Act

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