Certified Agile Service Manager (CASM)® Training Course

OVERVIEW

This course provides an introduction to Agile Service Management, focusing on the integration of agile methodologies into service management processes. Agile thinking enhances IT’s effectiveness and efficiency, enabling it to deliver value even as requirements evolve.

IT Service Management (ITSM) is dedicated to ensuring that IT services provide value by understanding and optimizing their end-to-end value streams. This course combines Agile and ITSM practices to support comprehensive Agile Service Management, scaling processes to the necessary level of control, thereby improving work flow and time-to-value.

Agile Service Management enables IT to respond more quickly to customer needs, improve collaboration between Development and Operations teams, and address process workflow constraints through an iterative approach. This enhances the velocity of process improvement initiatives, leading to greater productivity.

This course prepares participants to successfully complete the Certified Agile Service Manager (CASM) exam.

COURSE OBJECTIVES

The learning objectives for Certified Agile Service Manager (CASM) include an understanding of:

• What it means to “be agile” in a service management context
• The Agile Manifesto, its core values, and principles
• Adapting Agile thinking and values into IT service management practices
• Agile concepts and methodologies, including DevOps, ITIL®, Site Reliability Engineering (SRE), Lean, and Scrum
• Scrum roles, artifacts, and events as they apply to service management processes
• The two key aspects of Agile Service Management:
  • 1 - Agile Process Improvement: ensuring processes are lean and deliver the necessary level of control
  • 2 - Agile Process Engineering: applying Agile practices to process engineering projects

LEARNER MATERIALS

• Two days of instructor-led training and exercise facilitation for government
• The Agile Service Management Guide (pre-class resource)
• A Learner Manual, serving as an excellent post-class reference
• Participation in unique hands-on exercises designed to apply key concepts
• A sample exam and exam requirements guidelines
• Access to additional sources of information and relevant communities

CERTIFICATION EXAM

Successfully passing the 60-minute, 40-question multiple-choice exam with a score of at least 65% leads to certification as a Certified Agile Service Manager. The certification is governed and maintained by the DevOps Institute.