Certified Agile Service Manager® Training

16 hours of instructor-led training

16 hours of instructor-led training with an experienced trainer

The Agile Service Management Guide

The Agile Service Management Guide and Scrum Guide (pre-class resources)

Learner Manual

Learner Manual (excellent post-class reference)
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This course provides an introduction to Agile Service Management, and the application and integration of agile thinking into service management processes and process design projects. Agile thinking improves effectiveness and efficiency of IT, and enables it to continue to deliver value in the face of changing requirements.

A Certified Agile Service Manager (CASM) is the operational counterpart to a Certified Scrum Master (CSM). Working together, ScrumMasters and Agile Service Managers can instill agile thinking in Development and IT Operations.

The learning objectives for 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
  •  Scrum roles, artifacts and events as it applies to both products and processes
  •  The two aspects of Agile Service Management
    •  Agile Process Improvement – ensuring processes are lean and deliver “just enough” control
    •  Agile Process Design – applying Agile practices to process design projects
  • Individuals who require a foundational understanding of Agile, Scrum and Agile Service Management values, principles, practices and automation
  • Individuals involved in software development, IT operations, IT service management or IT project management
  • IT professionals working in an Agile, Lean or ITSM environment
  • Individuals who will lead Agile Service Management initiatives and serve as change champions
  • Software developers, Systems engineers, IT Operations staff, Infrastructure architects, Agile, Lean or ITSM certified individuals, IT Leadership, Project managers, Business analysts, IT Consultants, Business consultants, Business stakeholders, Tool suppliers
Course Introduction
Why Agile
 The IT challenge today
What does it mean to “be agile”
 What is Agile
 The Agile Manifesto
 Agile principles
 What does it take to “be agile”
 Exercise: Reviewing Agile values
Agile practices
 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
Scrum artifacts
 Product Backlog
      Creating user stories
 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
 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 Review (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
Additional sources of information/strong>
  •  16 hours of instructor-led training with an experienced trainer
  •  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

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