Duration
3 days
Overview
Agile Service Operation the application and integration of agile thinking into service management processes and process design projects. Agile thinking improves effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements. Working together, Scrum Masters and Agile Service Managers / Operators can instill agile thinking into the entire IT organization as the basis of a DevOps culture.
This training gives participants an introduction to Agile Service Operation, which is the umbrella term for the application and integration of Agile thinking into service management processes and process design projects. The overall goal of Agile service management is to ensure that agile operational processes are able to effectively cater to customer needs, services and demands.
Benefits
- What it means to “be agile”
- The Agile Manifesto, it’s core values and principles
- Agile concepts and practices including ITSM, Kanban, Lean and DevOps
- Scrum roles, artifacts and events as it applies to both products and processes
- The two aspects of Agile Service Management
- Agile Process Improvement —ensuring processes are lean and deliver “just enough”
- Agile Process Design—applying Agile practices to process design projects
- All about Agility, the Agile manifesto and its core principles, values and concepts
- How to make existing processes more Agile and customer friendly
- The aspects of Agile service operation and how to integrate with Agile software development to promote better customer service and business continuity
- To improve your Scrum skills and ensure improved quality of ongoing IT services
Course Outline
DAY 1Module 1 – Introduction to Agile for Service Operation
- What is Agile
- The Agile Manifesto
- Agile principles
- What does it take to “be agile”
- Exercise: Reviewing Agile values
Module 2 – Agile Practices
- Scrum
- Kanban
- Lean
- ITIL/ITSM
- DevOps
- Continuous Integration
- Continuous Delivery
- Exercise: Leveraging multiple frameworks
Module 3 – What is Agile Service Management
- Definition and value
- Two aspects of Agile SM
- Agile Process Design
- Agile Process Improvement
Module 4 – Process design basics
- The elements of a process
- The 10 steps of process design
Module 5 – An Agile approach to process design
- Characteristics of an Agile Process
- How much is “just enough”
- Minimum Viable Product
Module 6 – Agile Service Management artifacts
- Process Backlog
- User stories and ITSM processes
- Process increment
- Sprint Backlog (Agile SM context)
- Burndown chart (Agile SM context)
- Exercise: Writing a meaningful user story
Module 7 – Agile Service Management Events
- Process planning meeting
- Sprint planning meeting
- Strategic and process activity sprints
- The Definition of Done for process sprints
- Daily Scrum (Agile SM context)
- Sprint Review (Agile SM context)
- Sprint Retrospective (Agile SM context)
Module 8 – Agile Process Improvement
- Agile Process Improvement audits
- The Process Backlog as a CSI Register
- CSI Sprints and Plan? Do? Check? Act
- Agile Service Management technologies
- Aligning Agile SM and Agile software development
- Exercise: Assessing process agility
NoteActivities on high team interaction and role-plays will be incorporated during training session with all participants to further facilitate and strengthen candidates understanding on Agile for Service Operation concepts and methodology in an overall manner.
Programme scope, delivery arrangements and suitability are confirmed during enquiry.