This sixteen (16) hour 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 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 into the entire IT, the basis of a DevOps culture.

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Course Highlights

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
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Curriculum

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

  • 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 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

Summary

Additional sources of information

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ezCourse Kit

  • 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

Who is this Course for?

  • 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
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Exam & Certification

Class culminates with an independent certification exam, administered by the DevOps Institute. Successfully passing (65%) the 60-minute examination, consisting of 40 multiple-choice questions, leads to the Certified Agile Service Manager (CASM) certificate. The certification is governed, administered and maintained by the DevOps Institute.

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