Certified Agile Service Manager (CASM)® Training Course

OVERVIEW

This course offers an introduction to Agile Service Management, exploring how to apply and integrate agile principles into service management processes. By adopting agile thinking, IT departments can enhance their effectiveness and efficiency, ensuring they continue to deliver value despite shifting requirements.

IT Service Management (ITSM) centers on guaranteeing that IT services create value by comprehending and optimizing their end-to-end value streams. This course blends Agile and ITSM practices to support comprehensive Agile Service Management, scaling processes to require only "just enough" control. This approach improves work flow and reduces time to value.

Agile Service Management enables IT to respond to customer needs more quickly, foster better collaboration between Development and Operations, and eliminate process workflow constraints. By employing an iterative approach to process engineering, it enhances the velocity of process improvement teams, allowing them to achieve more.

Upon completion, this course prepares learners to successfully sit for the CASM exam.

COURSE OBJECTIVES

Learning objectives for the Certified Agile Service Manager (CASM) include understanding:

• What it means to "be agile"
• The Agile Manifesto, including its core values and principles
• How to adapt Agile thinking and values within service management contexts
• Agile concepts and practices, such as DevOps, ITIL® , SRE, Lean, and Scrum
• Scrum roles, artifacts, and events as they apply to processes
• The two key aspects of Agile Service Management:
  • 1 - Agile Process Improvement: ensuring processes are lean and provide "just enough" control
  • 2 - Agile Process Engineering: applying Agile practices to process engineering projects

LEARNER MATERIALS

• 2 days of instructor-led training and exercise facilitation
• The Agile Service Management Guide (pre-class resource)
• Learner Manual (an excellent post-class reference)
• Participation in unique hands-on exercises designed to apply concepts
• Sample exam and exam requirements guidelines
• Access to additional sources of information and communities

CERTIFICATION EXAM

Successfully passing the 60-minute exam, which consists of 40 multiple-choice questions with a passing score of 65%, leads to the candidate's designation as a Certified Agile Service Manager. The certification is governed and maintained by the DevOps Institute.