Certified Agile Service Manager

• Anyone interested in learning about Agile and Scrum from a products and process perspective
• Employees and managers responsible for designing, reengineering or improving process
• Consultants guiding their clients through process improvement initiatives
• Internal and external suppliers
• Process stakeholders

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

Some Familiarity with ITSM processes and Scrum is recommended.

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

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?

Module 2: Agile Service Management

Module 3: Leveraging Related Guidance

Module 4: Agile Service Management Roles

Module 5: Agile Process Engineering

Module 6: Agile Service Management Artifacts

Module 7: Agile Service Management Events

Module 8: Agile Process Improvement