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Overview
Transform how your organisation designs, delivers, and improves services
In a world where customer expectations change fast and digital services must keep pace, agility isn’t optional—it’s essential. QA’s Agile Service Management course gives teams the mindset, techniques, and practical skills they need to bring true agility into service design, operations, and continual improvement.
This course goes far beyond Agile for software development. Learners discover how Agile values and principles can be applied across service value streams, breaking down silos, improving flow, and creating services that continuously evolve to meet business and customer needs.
Using real-world scenarios, practical exercises, and immersive simulations, participants learn how to deliver better, faster, and more reliable outcomes—powered by people, processes, and modern digital tooling.
Prerequisites
There are no formal prerequisites for this course.
Learners will benefit from a basic understanding of service management, IT operations, or digital delivery environments. Familiarity with concepts such as services, processes, or improvement initiatives is helpful but not required.
Target Audience
Perfect for anyone involved in service delivery, improvement, or transformation, including:
- Service management and ITSM professionals
- Scrum Masters and Agile practitioners expanding into service roles
- DevOps, platform, and reliability engineers
- Continual improvement leaders and transformation managers
- Service Value Owners, Agile Service Coaches, and members of service value streams
If you help shape or support services, this course gives you the tools to make them more adaptive, efficient, and customercentric.
Learning Objectives
By the end of the course, participants will be able to:
- Understand agility and why it’s vital for modern digital services
- Blend Agile, Lean, and service management frameworks to accelerate value
- Build collaborative, empowered teams that continuously learn and improve
- Apply Agile techniques to service processes and value streams
- Create and refine practical artefacts such as service backlogs, user stories, and definitions of done
- Use Agile events—standups, reviews, retrospectives—to drive better service outcomes
- Measure flow, reliability, and performance to enable smarter decision-making and continuous improvement
Course Outline
Master modern agility
Explore Agile values, principles, and mindsets—and how they transform real service environments.
Make service processes truly agile
Learn how to map value streams, eliminate waste, and design services that evolve iteratively, not in big, slow batches.
Bring teams and roles together
Discover the responsibilities of Agile Service Coaches, Service Value Owners, and highperforming crossfunctional teams.
Use the tools that matter
Create backlogs, write powerful user stories, estimate work, track flow, and visualise progress.
Improve reliability and flow
Understand how automation, timeboxing, and SRE practices (including error budgets) drive consistency and agility.
Hands-on, practical learning
Through group workshops and experiential simulations, learners apply concepts directly to realistic service scenarios.
Assessment & format
There’s no formal exam. Instead, participants learn through:
- Continuous knowledge checks
- Facilitation-led activities
- Simulations
- Collaborative exercises
- Real-world practice scenarios
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.