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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 2 Day describes process owner responsibilities and provides the education needed to oversee the design, reengineering, and improvement of IT Service Management (ITSM) processes; particularly in the context of Agile Service Management. Participants learn how to 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.

Learning outcomes

The learning objectives for CAPO include an understanding of:

  • Basic Agile and Agile Service Management concepts
  • Process owner role and responsibilities
  • Managing and prioritizing a process backlog
  • Creating and utilizing user stories
  • Collaborating with process stakeholders and other process owners
  • Overseeing Agile process design and improvement activities
  • Managing organizational change activities
  • Monitoring and measuring process performance
  • Conducting process reviews and identifying improvements

Who should attend

This course is intended for:

Process owners Process managers
Employees and managers responsible for designing, reengineering or improving processes
Consultants guiding their clients through process improvement initiatives
Anyone responsible for:
1 - Managing process-related requirements
2 - Ensuring the efficiency and effectiveness of processes
2 - Maximizing the value of processes

Course contents

Day 1

  • Course Introduction
    • Why Processes are Important
    • Why Agility is Important
    • Why the Process Owner Role is important
  • 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
      • Role 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 aNutshell
    • 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



  • Agile Process Design (continued)
    • 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

Course fees

$1850 + GST

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