This two-day course covers the Process Owner responsibilities and provides the skills needed to design, re-engineer and improve IT Service Management processes.
2 day course
Supporting material
Private
Private
A private training session for your team. Groups can be of any size, at a location of your choice including our training centres.
Learn how to apply Scrum practices to Process Owner responsibilities and use Agile and Lean principles to put in place ‘just enough’ process. as well as how to continually align process performance with overall business goals.
A process owner is an individual accountable for the performance of a process and for ensuring the process delivers value to its stakeholders.
Process owners manage the requirements of process stakeholders, translate those requirements into process performance objectives, and oversee the entire process design and improvement lifecycle.
This couse positions learners to successfully complete the Certified Agile Process Owner exam.
Our Certified Agile Process Owner course is offered as a private training session and will be run over two consecutive days. It can be delivered on-site at your office or a location of your choice.
Course overview
Who should attend:
This course is intended for the following participants:
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 or ensuring the efficiency, effectiveness and value of processes
Walk away with the ability to:
Demonstrate a practical understanding of:
Basic Agile and Agile Service Management concepts
Process owner role and responsibilities
Managing and prioritising a process backlog
Creating and utilising user stories
Collaborating with process stakeholders and other process owners
Overseeing Agile process design and improvement activities
Managing organisational change activities
Monitoring and measuring process performance
Conducting process reviews and identifying improvements
Prerequisites
To get the most of out of this course, familiarity with Scrum, IT and IT services is recommended.
Course agenda
Course Introduction
Importance of processes, Agility and the role of the Process Owner
Module 1: Process Design Basics
The Elements of a Process
Process Owner Responsibilities
Process sponsorship
Process resourcing
Process design and improvement
Process management
Process awareness
Module 2: Process Owner Knowledge, Skills, and Attributes
Module 3: Selecting a Process Owner
Module 4: Related Roles
Process Manager
Global Process Owner
Value Stream Owner
Roles of a Service Management Office (SMO)
Module 5: The Characteristics of an Agile Process
Module 6: Agile Basics
What is Agile?
The Agile Manifesto
Why Agile Projects are Successful
Module 7: Scrum Basics
Scrum Roles, Artifacts, and Events
Scrum Pillars
Scrum in a Nutshell
Scrum, Kanban, or Both?
Module 8: 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
Module 9: 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
Module 10: 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
Module 11: 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
Module 12: Process Improvement Tools and Technologies
Module 13: Getting Started
Module 14: Challenges and Critical Success Factors
2 day course
Supporting material
Private