Course Outline
Course Overview
- The significance of structured processes, organizational agility, and the accountability of the Process Owner
Foundations of Process Design
- Core components of a business process
- Core duties of the Process Owner
- Sponsoring the process
- Allocating necessary resources
- Directing design and continuous improvement
- Managing operational execution
- Fostering organizational awareness
Competencies and Attributes for Process Owners
Criteria for Selecting a Process Owner
Associated Functional Roles
- Process Manager
- Global Process Owner
- Value Stream Owner
- Functions of the Service Management Office (SMO)
Attributes of an Agile Process Framework
Foundations of Agile Methodology
- Definition and scope of Agile
- The Agile Manifesto
- Drivers of success in Agile project delivery
Overview of Scrum Framework
- Defined roles, artifacts, and events
- Foundational principles of Scrum
- Essential overview of Scrum mechanics
- Comparative analysis: Scrum versus Kanban
Introduction to Agile Service Management
- Value proposition of Agile Service Management
- Defined roles, artifacts, and events in Agile Service Management
- Characteristics of Agile processes and dual aspects of Agile Service Management
- Designing agile processes
- Improving agile processes
Agile Process Design Methodology
- Developing and managing a process backlog
- Stakeholder personas
- User story formulation
- Thematic grouping
- Epics and larger initiatives
- User story mapping techniques
- Prioritization and maintenance of the process backlog
- Execution of process design sprints
- Process Owner involvement in sprint ceremonies
- Process implementation strategies
- Delivery of potentially releasable process increments
- Establishing the definition of 'Done'
- Strategic release planning
Agile Process Improvement Cycles
- Aligning process outputs with strategic objectives
- Continuous Service Improvement (CSI) sprints and the Plan-Do-Check-Act model
- Maintaining sustained improvements
- Evaluation of process maturity levels
- Executing process enhancements
- Collaboration with line management
- Managing resistance to organizational change
Measurement of Value Delivery
- Demonstrating value to stakeholders
- Analysis of leading and lagging performance indicators
- Identification of critical success factors and key performance indicators
- Review of Service Level Agreements and Operational Level Agreements
- Execution of measurement reviews
- Reporting performance metrics
Tools and Technologies for Process Improvement
Initial Implementation Steps
Challenges and Critical Success Factors
Supplementary Reference Materials
Examination Preparation
- Exam specifications, question distribution, and technical terminology
- Practice exam review sessions
Requirements
PREREQUISITES
- Completion of required pre-class assignments
- Working knowledge of Scrum, information technology, and IT services
AUDIENCE
The CAPO course is designed for the following professionals:
- Process Owners
- Process Managers
- Personnel and managers tasked with designing, re-engineering, or improving processes
- Consultants guiding clients through process improvement initiatives
- Individuals responsible for:
- Managing process-related requirements
- Ensuring the efficiency and effectiveness of processes
- Maximizing the value delivered by processes
Testimonials (1)
Really enjoyed the exercises and putting agile principles into practice
