Course Outline

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

Requirements

PREREQUISITES

  • Completion of pre-class assignment 
  • Familiarity with Scrum, IT and IT services 

AUDIENCE

The target audience for the CAPO course is:

  • Process owners
  • Process managers 
  • Employees and managers responsible for designing, re-engineering 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
 14 Hours

Number of participants



Price per participant

Testimonials (6)

Related Courses

Certified Agile Service Manager (CASM)®

14 Hours

Managing Projects using Waterfall and Agile Techniques

14 Hours

Agile Business Analysis

14 Hours

Agile Essentials

14 Hours

Agile Project Management with Kanban

14 Hours

Managing Agile Projects with Lean and Kanban

21 Hours

Agile Product Management - Growth Marketing

21 Hours

Agile Project Management with Scrum

14 Hours

Agile Software Testing

14 Hours

敏捷软件测试理论基础与实践

14 Hours

Agile Software Testing with Continuous Integration

28 Hours

Agile Software Testing Overview

7 Hours

Agile and TDD with C

21 Hours

Agile, TDD and Swift

35 Hours

Introduction to Agile Testing

14 Hours

Related Categories

1