Certified Agile Service Manager®

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 IT’s effectiveness and efficiency, and enables IT to continue to deliver value in the face of changing requirements.

COURSE OBJECTIVES

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
• 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

COURSE / STUDENT MATERIALS

• Sixteen (16) hours of instructor-led training and exercise facilitation
• The Agile Service Management Guide and Scrum Guide (pre-classresources)
• Learner Manual (excellent post-classreference)
• Participation in unique hands-on exercises designed to apply concepts
• Sample documents, templates, tools and techniques
• Access to additional sources of information and communities

AGENDA

Day 1

• What is Agile?
• Agile Practices
• What is Agile Service Management?
• Process Design Basics
• Agile Process Design
• Scrum Basics
• Homework: Offline Assignments

Day 2

• Scrum Roles/Agile SM Roles
• Scrum Artifacts/Agile SM Artifacts
• Scrum Events/Agile SM Events
• Agile Process Improvement
• Agile SM Technologies
• Getting Started
• Exam Review
• Exam

CERTIFICATION

Successfully passing (65%) the 60 minute exam, consisting of 40 multiple-choice questions, leads to the Certified Agile Service Manager® Certificate. 

PREREQUISITES

• Completion of pre-class assignment
• Familiarity with IT service management processes and ITIL® is recommended

AUDIENCE

• Anyone interested in learning about Agile and Scrum from a products and process perspective
• Employees and managers responsible for designing, reengineering or improving process
• Consultants guiding their clients through process improvement initiatives
• Internal and external suppliers
• Process stakeholders

A Certified Agile Service Manager (CASM) is the operational equivalent of a Certified ScrumMaster (CSM).