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



  • Completion of pre-class assignment 
  • Familiarity with Scrum, IT and IT services 


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
  14 Hours


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