Certified Agile Service Manager (CASM)® Training Course

OVERVIEW

This course introduces the concepts of Agile Service Management, exploring how to apply and integrate agile methodologies into service management workflows. By adopting an agile mindset, organizations can enhance IT's effectiveness and efficiency, ensuring the continued delivery of value even when requirements evolve.

IT Service Management (ITSM) is centered on delivering value by comprehending and optimizing end-to-end value streams. This program bridges the gap between Agile and ITSM practices, supporting end-to-end Agile Service Management. It advocates for scaling to a "just enough" approach, fostering better workflow and reducing time to value.

Agile Service Management empowers IT to respond to customer needs more rapidly, strengthens collaboration between Development and Operations, and addresses bottlenecks in process workflows. Through an iterative approach to process engineering, it accelerates the velocity of improvement teams, enabling them to achieve more.

This course prepares participants to successfully pass the CASM examination.

COURSE OBJECTIVES

Upon completion of the Certified Agile Service Manager (CASM) course, learners will understand:

• The meaning of "being agile"
• The Agile Manifesto, along with its core values and principles
• How to adapt 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 relate to process management
• The two primary dimensions of Agile Service Management:
  • 1. Agile Process Improvement – ensuring processes are lean and provide "just enough" control
  • 2. Agile Process Engineering – applying Agile practices to process engineering initiatives

LEARNER MATERIALS

• 2 days of instructor-led training with facilitated exercises
• The Agile Service Management Guide (pre-class resource)
• Learner Manual (a valuable post-class reference)
• Participation in unique hands-on exercises designed to apply learned concepts
• Sample exam questions and guidelines for exam requirements
• Access to additional information sources and professional communities

CERTIFICATION EXAM

Candidates who achieve a passing score of 65% on the 60-minute exam, which consists of 40 multiple-choice questions, will be designated as a Certified Agile Service Manager. This certification is governed and maintained by the DevOps Institute.