Introduction to
Certified Agile Service Manager (CASM)®
Adopting DevOps and agile culture delivers greater business performance. Organizations fully embracing DevOps and agile practices see higher rate of revenue and profit growth, and are more likely thank their mainstream counterparts to be growing their businesses at a faster rate.

Details of the Training
- OVERVIEW
- COURSE OBJECTIVES
- AUDIENCE
- LEARNER MATERIALS
- PREREQUISITES
- CERTIFICATION EXAM
- DURATION
- COURSE OUTLINE
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This course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes and process design projects. Agile thinking improves IT’s effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements.
As Dev and Ops have been working in parallel with Dev focused on Agile/Scrum and Ops focused on ITSM/ITIL®, this course strives to bring together individual achievements to deliver full business value. The course cross-pollinates Agile and ITSM practices to support end-to-end Agile Service Management so Dev starts to manage services instead of products and Ops and ITSM become more agile by scaling to “just enough” process leading to improved flow of work and time to value.
Agile Service Management helps IT to meet customer requirements faster, improve the collaboration between Dev and Ops, overcome constraints in process workflows by taking an iterative approach to process design that will improve the velocity of process improvement teams to get more done.
This course positions learners to successfully complete the Certified Agile Service Manager exam.
The learning objectives for Certified Agile Service Manager (CASM) include an understanding of:
What does it mean to “be agile?”
The Agile Manifesto, its core values, and principles
Agile concepts and practices including ITSM, Kanban, Lean and DevOps
Learn about SCRUM from a product and process perspective
Agile thinking and values into service management
Scrum roles, artifacts, and events as it applies to both products and processes
The two aspects of Agile Service Management:
1 – Agile Process Improvement–ensuring processes are lean and deliver “just enough” control
2- Agile Process Design–applying Agile practices to process design projects
The target audience for the CASM course is:
Anyone interested in learning about Agile and Scrum from a products and process perspective
Process owners and process designers
Developers who are interested in helping make processes more agile
Managers who are looking to bridge multiple practices into a DevOps environment
Employees and managers responsible for designing, re-engineering or improving process
Consultants guiding their clients through process improvement and DevOps initiatives
Internal and external suppliers Process stakeholders
Sixteen (16) hours of instructor-led training and exercise facilitation
The Agile Service Management Guide and Scrum Guide (pre-class resources)
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
Completion of the pre-class assignment
Familiarity with IT service management processes and ITIL® is recommended
Successfully passing (65%) the 60-minute exam, consisting of 40 multiple-choice questions, leads to the candidate’s designation as a Certified Agile Service Manager.
The certification is governed and maintained by the DevOps Institute.
16 Hours
Why Agile?
The IT challenge today
What does it mean to “be agile”?
Why is Agile?
The Agile Manifesto
Agile principles
What does it take to “be agile”?
Exercise: Reviewing Agile values
Agile practices
Scrum
Kanban
Lean
ITIL/ITSM
DevOps
Continuous Integration
Continuous Delivery
Exercise: Leveraging multiple frameworks
What is Agile Service Management (Agile SM)?
Definition and value
Two aspects of Agile SM
Agile Process Design
Agile Process Improvement
Process design basics
The elements of a process
The 10 steps of process design
An Agile approach to process design
Characteristics of an Agile Process
How much is “just enough”?
Minimum Viable Product
Scrum Basics
Scrum pillars, values, and components
Important terms
Scrum Roles
Product owner
ScrumMaster
Team
Scrum artifacts
Product Backlog
Creating user stories
Increment
Product backlog refinement
Sprint Backlog
Burndown chart
Agile Service Management artifacts
Process Backlog
User stories and ITSM processes
Process increment
Sprint Backlog (Agile SM context)
Burndown chart (Agile SM context)
Exercise: Writing a meaningful user story
Scrum Events
Timeboxes
Release planning meeting
Sprint planning meeting
Daily Scrum
Sprint Review
Sprint Retrospective
Definition of Done
Agile Service Management Events
Process planning meeting
Sprint planning meeting
Strategic and process activity sprints
The Definition of Done for process sprints
Daily Scrum (Agile SM context)
Sprint Retrospective (Agile SM context)
Agile Process Improvement
Agile Process Improvement audits
The Process Backlog as a CSI Register
CSI Sprints and Plan-Do-Check-Act
Exercise: Assessing process agility
Agile Service Management technologies
Aligning Agile SM and Agile software development
Getting started with Agile Service Management
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