Agile Practices for Service and Support Teams


RefineM Training

Agile Practices for Service and Support Teams

Please contact us if you would like to set up a customized training course in your city or at your corporate site.

Duration: 1 day

Description: Service and support teams routinely encounter challenges in managing their process flow. These teams will have difficulty using Scrum because fixed sprint durations and inflexibility to incorporate changes during a sprint are incompatible with an unpredictable inflow of work and constantly changing priorities. However, such teams, even if operating under a traditional (Waterfall) environment, can benefit from key agile practices geared toward workflow management.

In this course, eight key agile practices for service and support teams will be shared. Value stream mapping/visualizing workflow, maintaining a backlog, setting WIP limits, daily standups, retrospectives on a regular cadence, managing workflow, using Kanban boards, and involving the customer will all be described, with benefits to non-Agile teams also discussed. Attendees will leave the presentation with an idea of key agile practices they can utilize on their service and support teams.

Course Objectives: After completing the course, you will be able to
  • Understand the differences between Scrum and Kanban for service and support teams.
  • Learn Agile practices that can be utilized by service and support teams.
  • Develop a plan to implement Agile practices on service and support teams.

Who Should Attend: This course is ideal for project/program managers, PMO leaders, and project team members who have been managing/leading projects and looking for agile techniques to strengthen their project delivery capability.

PDUs: 7 PDUs / SEUs / Contact Hours (Strategic: 0, Leadership: 0, Technical: 7)

Course Delivery: Variable

Course Material: RefineM will prepare and provide the necessary training course material for all attendees.

About RefineM's Instructors: RefineM's instructors are experienced and certified in project management and Agile and bring real-world experience to their instruction. Our instructors not only teach concepts, we also provide insights and hands-on experience. And we don’t waste time. Our training is focused and hard-hitting. We offer practical targeted training in just the key topics that will make the most impact.

Contact us about future dates or to arrange for this training to be delivered in your organization or city.