16 hours – On-site or Virtual with live certified trainer
This course provides guidance into the process Owner responsibilities so they can describe what they are doing as a process and provides the education needed to oversee the design, re-engineering and improvement of IT Service Management (ITSM) processes; particularly in the context of Agile Service Management. Participants learn how to apply Scrum practices to Process Owner responsibilities and use Agile and Lean principles and practices to put in place 'just enough' process and how to continually align process performance with overall business goals.
Official DevOps Institute student material
Course completion diploma
Official certification exam from the DevOps Institute
Obtain the Certified Agile Process Owner (CAPO) certification.
Who is this course for?
Employees and managers responsible for designing, reengineering 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
What are the exam characteristics?
Time allocated: 60 minutes
Number of questions: 40 multiple-choice
Passing score: 65% (26 correct answers)
Format: Online or Paper; closed-book
Prerequisites: Be familiar with SCRUM, IT and IT services. Study the Agile Service Management Guide (provided upon course registration). At least 4 hours of personal study during the course are recommended.
When will I know my exam results?
When the exam is paper-based, the results will be notified to the participant afterwards through email. When it is web-based, the participant will get the results immediately after finishing the exam.
What happens if I fail the exam?
The participant who fails the exam may take it again any times at extra cost. No time window between exams is required.
What are the course contents?
1 Course Introduction
1.1 Why Processes are Important
1.2 Why Agility is Important
1.3 Why the Process Owner Role is Important
2 Process Design Basics
2.1 The Elements of a Process
2.2 Process Owner Responsibilities
2.3 Process Owner Knowledge, Skills and Attributes
2.4 Selecting a Process Owner
2.5 Related Roles
2.6 The Characteristics of an Agile Process
3 Agile Basics
3.1 What is Agile?
3.2 The Agile Manifesto
3.3 Why Agile Projects are Successful
4 Scrum Basics
4.1 Scrum Roles, Artifacts and Events
4.2 Scrum Pillars
4.3 Scrum in a Nutshell
5 Agile Service Management Basics
5.1 Agile Service Management Value
5.2 Agile Service Management Roles, Artifacts and Events
5.3 Characteristics of an Agile Process
5.4 Two Aspects of Agile Service Management
6 Agile Process Design
6.1 Creating and Populating a Process Backlog
6.2 User Story Mapping
6.3 Ordering and Maintaining the Process Backlog
6.4 Process Design Sprints
6.5 The Process Owner and Sprint Events
6.6 Process Implementation
7 Agile Process Improvement
7.1 Aligning Processes with Strategic Goals
7.2 CSI Sprints and Plan-Do--Check-Act
7.3 Sustaining Improvements
7.4 Assessing Process Maturity
7.5 Implementing Process Improvements
8 Measuring Value
8.1 Demonstrating Value
8.2 Leading and Lagging Performance Indicators
8.3 Critical Success Factors and Key Performance Indicators
8.4 Service Level Agreements and Operational Level Agreements
8.5 Conducting Measurement Reviews
8.6 Communicating Performance
9 Process Improvement Tools and Technologies
10 Getting Started
11 Challenges and Critical Success Factors
12 Additional Sources of Information
13 Exam Preparation
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For more information about this training course (schedules, locations, costs, etc.) or any of the other IT training courses we offer, please contact us. We will be happy to assist you!
We can be flexible. Contact us to set a date that works for you! Ask for Team Discounts!