DOI DevOps – Certified Agile Service Manager (CASM®)

All courses listed are available in a Self-Paced Study Format. Courses are also available On Demand, meaning the course can be scheduled and delivered as a dedicated corporate group session, based on a minimum number of students per session. For On Demand courses, please contact us for more information.

Course Overview

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 strives to bring together individual achievements to deliver full business value. The 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.

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 design that will improve the velocity of process improvement teams to get more done.

This course positions learners to successfully complete the Certified Agile Service Manager exam.

Prerequisites

  • Familiarity with IT service management processes / ITIL® and Agile Scrum is recommended
  • Successfully passing (65%) the 60-minute open-book 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.
  • Candidates will have two years from the date their certification was earned or renewed to complete the Continuing Education program requirements to remain certified – see https://www.devopsinstitute.com/continuing-education/ for more information

Program Objectives

  • 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 Design–applying Agile practices to process design projects

      ITIL® – “ITIL®” is a (registered) Trade Mark of AXELOS Limited. All rights reserved.

Learner Materials

  • Digital learner material (excellent post-class reference), sample documents, sample exam, templates, exercises, tools and techniques
  • Access to additional sources of information and communities
  • Certification exam voucher

Audience

The target audience for the Certified Agile Service Manager course is:

  • Anyone interested in learning about Agile and Scrum from a products and process perspective
  • Process 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 designing, re-engineering or improving process
  • Consultants guiding their clients through process improvement and DevOps initiatives
  • Internal and external suppliers Process stakeholders

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

Duration

This is a 2 day course when run as an instructor-led course, with an exam voucher issued for students to schedule their exams at a date/time/location that is convenient for them once the course has completed.