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
Delivery Options
Private Group Training
Our identity is rooted in delivering exactly what our clients need.
- Pre-course call with your trainer
- Customisation of the learning experience to achieve your goals -
- Bespoke outlines
- Practical hands-on exercises containing data / scenarios recognisable to the learners
- Training scheduled on a date of your choice
- Delivered online, onsite/classroom or hybrid by experts sharing real world experience
Private Group Prices RRP from £3800 online delivery, based on a group of 2 delegates, £1200 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.
Contact us for an exact quote and to hear our latest promotions
Public Training
Please see our public courses