About this Course

This sixteen (16) hour 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 process efficiency, reduces waste and provides an ongoing capability for IT to continue to deliver value even in the face of changing requirements.

Class culminates with an independent Foundation exam. Successfully passing (65%) the 60 minute exam, consisting of 40 multiple-choice questions, leads to the Agile Service Management Foundation Certificate.

Audience Profile

• Employees and managers responsible for designing, reengineering or improving process
• Consultants guiding their clients through process improvement initiatives
• Internal and external suppliers
• Process stakeholders

Course Content

The learning objectives for Agile Service Management include an understanding of:

• The Agile Manifesto, it’s core values and principles
• Agile concepts and practices including Scrum, Lean and DevOps
• Agile Service Management definition, value, aspects and application including
• Agile ITSM—ensuring processes are lean and deliver “just enough” contro
• Agile Process Design—applying Agile practices to process design projects

Prerequisites

• Complete pre-class assignments
• Familiarity with IT service management processes and ITIL® is recommended

Course Outline

The learning objectives for Agile Service Management include an understanding of:

• The Agile Manifesto, it’s core values and principles
• Agile concepts and practices including Scrum, Lean and DevOps
• Agile Service Management definition, value, aspects and application including
• Agile ITSM—ensuring processes are lean and deliver “just enough” contro
• Agile Process Design—applying Agile practices to process design projects