Certified Agile Service Manager (CASM)

Learn how to use Agile with ITSM (ITIL®) to strengthen and secure your processes on this two-day Certified Agile Service Manager course.
product
2 day course
Supporting material
Private
Private
A private training session for your team. Groups can be of any size, at a location of your choice including our training centres.

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 aims to bring together individual achievements to deliver full business value.

This 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.

By the end of day two learners will be positioned to successfully complete the Certified Agile Service Manager exam.

Our Certified Agile Service Manager course is offered as a private training session and will be run over two consecutive days. It can be delivered at our own training venue in the World Trade Center, Barcelona or any location of your choice.

Course overview
Who should attend:
This course is intended for the following participants:
  • Anyone interested in learning about Agile and Scrum
  • Process owners and process designers
  • Developers who are interested in agile
  • Managers looking to DevOps
  • Employees and managers process
  • Internal and external suppliers Process stakeholders
Walk away with the ability to:

Demonstrate a practical 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 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
  • Agile Service Management
  • Agile Process Improvement
  • Agile Process Design
Prerequisites
To get the most of out of this course, familiarity with IT service management processes and ITIL is recommended.
Course agenda
Why Agile?
  • The IT challenge today
Module 1: What does it mean to "be agile?"
  • The Agile Manifesto
  • Agile principles
  • What does it take to "be agile?"
  • Exercise: Reviewing Agile values
Module 2: Agile practices
  • Scrum
  • Kanban
  • Lean
  • ITIL/ITSM
  • DevOps
  • Continuous Integration
  • Continuous Delivery
  • Exercise: Leveraging multiple frameworks
Module 3: What is Agile Service Management (Agile SM)?
  • Definition and value
  • Two aspects of Agile SM
  • Agile Process Design
  • Agile Process Improvement
Module 4: Process design basics
  • The elements of a process
  • The 10 steps of process design
Module 5: An Agile approach to process design
  • Characteristics of an Agile Process
  • How much is "just enough?"
  • Minimum Viable Product
Module 6: Scrum Basics
  • Scrum pillars, values, and components
  • Important terms
Module 7: Scrum Roles
  • Product owner
  • Scrum Master
  • Team
Module 8: Scrum artifacts
  • Product Backlog
  • Creating user stories
  • Increment
  • Product backlog refinement
  • Sprint Backlog
  • Burndown chart
Module 9: 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
Module 10: Scrum Events
  • Timeboxes
  • Release planning meeting
  • Sprint planning meeting
  • Daily Scrum
  • Sprint Review
  • Sprint Retrospective
  • Definition of Done
Module 11: 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)
Module 12: 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
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