Certified Agile Service Manager (CASM)®
 
Course Description
 
DURATION - 16 Hours
 
Learn how to use Agile Service Management to increase the customer value your processes create and to compete in a fast-paced disruptive world. A Certified Agile Service Manager is the working equivalent of a development Scrum Master. Together, Scrum Masters and Agile Service Managers can instill Agile thinking into the entire IT organization as the basis of a DevOps culture.
 
OVERVIEW
This course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes. Agile thinking improves IT’s effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements.
 
IT Service Management (ITSM) focuses on ensuring IT services deliver value by understanding and optimizing their end-to-end value streams. This course cross- pollinates Agile and ITSM practices to support end-to-end Agile Service Management by scaling to “just enough” process leading to improved flow of work and time to value.
 
Agile Service Management helps IT to meet customer requirements faster, improve the collaboration between Dev and Ops, overcome constraints in process workflows by taking an iterative approach to process engineering that will improve the velocity of process improvement teams to get more done.
 
This course positions learners to successfully complete the CASM exam.
 
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
Adapting Agile thinking and values into service management
Agile concepts and practices including DevOps, ITIL®, SRE, Lean and Scrum
Scrum roles, artifacts, and events as it applies to processes
The two aspects of Agile Service Management:
      1 - Agile Process Improvement–ensuring processes are lean and deliver “just enough” control
      2- Agile Process Engineering–applying Agile practices to process engineering projects
 
AUDIENCE
The target audience for the CASM course is:
Practice owners and process designers
Developers who are interested in helping make processes more agile
Managers who are looking to bridge multiple practices into a DevOps environment
Employees and managers responsible for engineering or improving process
Consultants guiding their clients through process improvement and DevOps initiatives
Anyone responsible for:
         Managing process-related requirements
         Ensuring the efficiency and effectiveness of processes
         Maximizing the value of processes
 
LEARNER MATERIALS
Sixteen (16) hours of instructor-led training and exercise facilitation
The Agile Service Management Guide (pre-class resource)
Learner Manual (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
 
PREREQUISITES
Some Familiarity with ITSM processes and Scrum is recommended
 
CERTIFICATION EXAM
Successfully passing (65%) the 60-minute exam, consisting of 40 multiple-choice questions, leads to the candidate’s designation as a Certified Agile Service Manager.
The certification is governed and maintained by the DevOps Institute.
 
COURSE OUTLINE
Module 1: Why Agile Service Management?
Challenges Today
What is IT Service Management?
What is Agile?
Agile Manifesto and Principles
What Does It Take To Be Agile?
 
Module 2: Agile Service Management
What is Agile Service Management?
Agile Service Management Goals, Objectives and Benefits
Two Aspects
           Agile Process Engineering
           Agile Process Improvement
 
Module 3: Leveraging Related Guidance
DevOps
ITIL
Site Reliability Engineering
Lean
Scrum
 
Module 4: Agile Service Management Roles
Relationship to Scrum roles
Agile Practice Owner
Agile Service Management Team
Agile Service Manager
 
Module 5: Agile Process Engineering
Agile Processes
How Processes Deliver Value
Waterfall vs Agile Process Engineering
Relationship to Scrum Events & Artifacts
Minimum Viable Process
Microprocess Architectures
Service Management Architecture
 
Module 6: Agile Service Management Artifacts
Practice Backlog
Spring Backlog
Increment
 
Module 7: Agile Service Management Events
Planning
The Sprint
Sprint Planning
Process Standups
Sprint Review
Sprint Retrospective
 
Module 8: Agile Process Improvement
Why Process Improvement is Important
Process Improvement Goals
Process Improvement Reviews
Sustaining Improvements
Automation