Course Code



14 Hours



  • 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



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. 

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 certification positions learners to successfully complete the Certified Agile Process Owner exam. 


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


  • 2 days of instructor-led training and exercise facilitation 
  • The Agile Service Management Guide and Scrum Guide (pre-class resources) 
  • Digital Learner Manual (excellent post-class reference) 
  • Participation in unique hands-on exercises designed to apply concepts 
  • Sample documents, templates, tools and techniques   
  • Access to additional sources of information and communities


Successfully passing (65%) the 60-minute exam, consisting of 40 multiple-choice questions, leads to the candidate’s designation as a Certified Agile Process Owner. The certification is governed and maintained by the DevOps Institute.


     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

     Feedback (32)

The trainer was very open and adaptable to our specific needs, good discussions and moderated very well.

John Kramer

Very informative and gave a nice overall summary of the course outline.

Matthew Steptoe

I enjoyed all of Day 1.

Peter Mahaffey

The simulation part. This simulation exercise could help us learn the theory in a more concrete way.

Andrew Yan

I enjoyed the best practice knowledge sharing, exercise to practice with project.

Anne Babilon-Teubenbacher

Large part only about practicing Scrum & lots of practical insights and experience sharing. Thank you, Bernard!.

Julia Post

I really enjoyed the content and exercises.

Oguzhan Onkal

I really liked the balls exercise.

alexis jamian

The trainer adapted every stage of the session in order to match as well the ideal case from the subject to our organization needs and possibilities.

Wenceslas Lariviere

I was benefit from the how to mediate between parties or persons have different opinions.

Ho Beom Jeon

I liked the fun activities to emphasis the agile / scrum approach.

Robert Lawton

All of it. Having had no previous exposure to Jenkins, I was a little concerned about my ability to keep up. IPad provided appropriate coaching/support, when I asked for help, so that I was able to follow the presentation at a level I was happy with.

Graham Congdon

I mostly was benefit from the real-world developer experience.

Ian Cranston

I liked Francisco's style - he was knowledgeable and approachable.

Richard Sandell

I generally was benefit from the topic itself.

Optum, Inc

Fast-paced with direct-to-the-point skills that expected to acquire.


I enjoyed the 1:1 interaction and felt the training was tailored to my needs. It allowed fewer distractions from others and rabbit holes from questions or not understanding what is being taught.

Aetna Health

That after 3 days of training I have the entire overview on Agile how to use them in my case, how to calculate efficiency, approach negative employees and many more.

Joanna Meza - Zurich Insurance

Scheduling and integration with SCM.

Sean Aye - Hill-Rom Services Private Limited

I think the exercieses was ok.

- Mentor Graphics Polska Sp. z o.o.

I really enjoyed practise exercises and simulation.

- Mentor Graphics Polska Sp. z o.o.

I mostly was benefit from the delivery and pace of course.

Asif Amirat - QA Ltd

I liked the exercises to use and practice the performance tools.


I enjoyed the exercises on how the principle and methodology is applied.

- AIG Shared Services - Business Processing, Inc.

I genuinely enjoyed the profesionalism.

- Cognitran

Friendly and helpful trainer. Not just a presentation and watching slides, was very interactive.

Megan Mortby - Cognitran

I mostly was benefit from the engagement and good discussions.

- Cognitran

He lecture presentation was very good, and easy for follow.

- Athabasca University

I enjoyed the comparisons between Agile and Waterfall methodologies. I liked completing the exercises. I liked the trainer methods of his accommodations and conducts with everyone on their problems.

- Athabasca University

I generally enjoyed the using Jira.

- Athabasca University

The content was useful but not applicable for my role. Even though I had filled in are course evaluation form, feedback should have been provided to GP to advise myself or my manager of this.

I liked learning about project management aspects, such as agile and test frameworks. I also liked the productivity lessons, such as using the BPMN tool. The trainer was really friendly, calm, and eager to help.

The course could be tailored to suit your needs and objectives. It can also be delivered on your premises if preferred.



Online Price per participant 6000 AED


Classroom Price per participant 6000 AED





  Workday courses take place between 9:30 and 16:30


  Show venue details

Number of Participants

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