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. This course prepares you for the Certified Agile Service Manager (CASM) certification. This course may earn a Credly Badge.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning 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
Agile concepts and practices including ITSM, Kanban, Lean and DevOps
Learn about SCRUM from a product and process perspective
Agile thinking and values into service management
Scrum roles, artifacts, and events as it applies to both products and processes
The two aspects of Agile Service Management:
Agile Process Improvement–ensuring processes are lean and deliver “just enough” control
Agile Process Design–applying Agile practices to process design projects

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?


2
  • Agile Service Management

  • What is Agile Service Management?

    Agile Service Management Goals, Objectives and Benefits

    Two Aspects: Agile Process Engineering & Agile Process Improvement


3
  • Leveraging Related Guidance

  • DevOps

    ITIL

    Site Reliability Engineering

    Lean

    Scrum


4
  • Agile Service Management Roles

  • Relationship to Scrum roles

    Agile Practice Owner

    Agile Service Management Team

    Agile Service Manager


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


6
  • Agile Service Management Artifacts

  • Practice Backlog

    Spring Backlog

    Increment


7
  • Agile Service Management Events

  • Planning

    The Sprint

    Sprint Planning

    Process Standups

    Sprint Review

    Sprint Retrospective


8
  • Agile Process Improvement

  • Why Process Improvement is Important

    Process Improvement Goals

    Process Improvement Reviews

    Sustaining Improvements

    Automation


Audience

The target audience for the CASM 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.

Language

English

Prerequisites

Familiarity with IT service management processes and ITIL is recommended

$1,590

Length: 2.0 days (16 hours)

Level:

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