Certified Agile Service Manager (CASM)® Training Course

OVERVIEW

This course introduces Agile Service Management, exploring how agile thinking is applied and integrated into service management processes. By embracing agile principles, IT teams enhance their effectiveness and efficiency, enabling them to consistently deliver value even as requirements evolve.

IT Service Management (ITSM) is centered on ensuring IT services deliver value by understanding and optimizing end-to-end value streams. This course blends Agile and ITSM practices to support end-to-end Agile Service Management, scaling to “just enough” process to improve work flow and accelerate time-to-value.

Agile Service Management empowers IT to meet customer needs more rapidly, strengthens collaboration between Development and Operations, and overcomes process workflow constraints through an iterative approach to process engineering. This methodology boosts the velocity of process improvement teams, allowing them to achieve more.

Upon completion, learners will be well-prepared to successfully pass the CASM certification exam.

COURSE OBJECTIVES

The learning objectives for the Certified Agile Service Manager (CASM) course include gaining a thorough understanding of:

• What it means to “be agile”
• The Agile Manifesto, its core values, and guiding principles
• Adapting Agile thinking and values within service management contexts
• Key Agile concepts and practices, including DevOps, ITIL®, SRE, Lean, and Scrum
• Scrum roles, artifacts, and events as they apply to service management processes
• The two core aspects of Agile Service Management:
  • 1 – Agile Process Improvement: Ensuring processes remain lean and provide “just enough” control
  • 2 – Agile Process Engineering: Applying Agile practices to process engineering initiatives

LEARNER MATERIALS

• Two days of instructor-led training and facilitated exercises
• The Agile Service Management Guide (pre-class resource)
• Learner Manual (a comprehensive post-class reference)
• Active participation in unique, hands-on exercises designed to apply key concepts
• Sample exam and guidelines on exam requirements
• Access to additional information sources and professional communities

CERTIFICATION EXAM

Successful completion of the 60-minute exam, which consists of 40 multiple-choice questions and requires a passing score of 65%, leads to the candidate’s designation as a Certified Agile Service Manager. This certification is governed and maintained by the DevOps Institute.