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1. Introduction to Agile ITSM
   1.1 What is Agile?
   1.2 Why Agile in IT Service Management (ITSM)?
   1.3 The Agile Manifesto: values & principles
   1.4 Agile vs Traditional/Waterfall in the Service Management context
   1.5 Benefits and challenges of adopting Agile in ITSM
2. Agile Concepts, Practices & Frameworks
   2.1 Lean thinking and flow in ITSM
   2.2 Kanban principles in service management
   2.3 Scrum fundamentals (roles, events, artefacts)
   2.4 DevOps, Continuous Integration & Continuous Delivery in the service context
   2.5 Relationship of Agile, DevOps, ITIL® / ITSM frameworks
3. Service Management Framework & Agile Integration
   3.1 Overview of ITSM processes and lifecycle
   3.2 Service strategy, design, transition, operation, improvement in agile-oriented ITSM
   3.3 Integrating Agile thinking into service management practices
   3.4 Minimum Viable Process (MVP) / “just enough” process control
   3.5 Visualising value streams, feedback loops, waste reduction
4. Agile Service Management (ASM) – Definition & Scope
   4.1 What is Agile Service Management (ASM)?
   4.2 Two aspects: Agile Process Design & Agile Process Improvement
   4.3 Key goals, value and outcomes of ASM
   4.4 Roles and responsibilities in ASM (e.g., Agile Service Manager, Practice Owner)
   4.5 Organisational readiness and culture for ASM
5. Agile Process Design in ITSM
   5.1 Elements of a service/process (micro-process vs macro-process)
   5.2 Ten (or typical number of) steps for designing an agile process
   5.3 Characteristics of agile processes in service environments
   5.4 Defining user stories for service processes
   5.5 Defining “Definition of Ready” and “Definition of Done” in a service context
6. Agile Process Improvement in ITSM
   6.1 Continuous improvement in agile service management
   6.2 Process backlog (or practice backlog) & CSI (continual service improvement) sprints
   6.3 PDCA (Plan-Do-Check-Act) cycles in ASM
   6.4 Metrics, feedback, measurement of flow, value, waste
   6.5 Automation, tooling, technology enabling ASM
7. ASM Artefacts & Events
   7.1 Artefacts: process backlog, sprint backlog, user stories in ITSM, value increment, burn-down / burn-up charts
   7.2 Events: planning meeting, daily stand-up for process teams, backlog refinement, sprint review, retrospective in service context
   7.3 Alignment of Agile events with service management governance & operations
   7.4 How to tailor agile events to ITSM processes
8. Roles in Agile Service Management
   8.1 Agile Service Manager – role, skills, responsibilities
   8.2 Practice Owner, Process Owner in agile context
   8.3 Cross-functional teams bridging Dev / Ops / Service teams
   8.4 Scrum Master or equivalent for service-oriented process improvement
   8.5 Leadership, transformation champions, mentors in ASM
9. Technologies, Tools & Enablers for ASM
   9.1 Value stream mapping and visualization tools
   9.2 Automation/Tooling supporting agile service processes
   9.3 Metrics dashboards, KPIs for flow, value, service outcomes
   9.4 Collaboration and DevOps toolchains within ITSM environment
   9.5 Scaling Agile in ITSM: large service organisations, enterprise context
10. Implementation & Transformation of Agile ITSM
    10.1 Getting started: readiness assessment, pilot processes
    10.2 Roadmap for migrating from traditional ITSM to Agile/Hybrid ITSM
    10.3 Overcoming challenges: culture, governance, compliance, risk
    10.4 Case studies and real-world examples of Agile ITSM transformation
    10.5 Sustaining improvements, governance, continual evolution

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