Certified Agile Service Manager (CASM)

Name: Certified Agile Service Manager (CASM)
Price: 8000.00 INR

Learn how to use Agile with ITSM (ITIL®) to strengthen and secure your processes on this two-day Certified Agile Service Manager course.

2 day course

Supporting material

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 on-site at your office or a 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 understand DevOps
Employees and managers process
Internal and external suppliers
Process stakeholders

Walk away with the ability to:

Demonstrate a practical understanding of:

What it means 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

Book this course

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