Certified Agile Service Manager (CASM)® Training Course

OVERVIEW

This course introduces Agile Service Management, exploring how to apply and integrate agile methodologies into service management frameworks. By adopting agile thinking, organizations can enhance IT's effectiveness and efficiency, ensuring the continuous delivery of value despite evolving requirements.

IT Service Management (ITSM) centers on delivering value through the optimization of end-to-end value streams. This program blends Agile and ITSM practices to foster end-to-end Agile Service Management, scaling processes to require "just enough" oversight. This approach improves workflow fluidity and accelerates time to value.

Agile Service Management empowers IT to address customer needs more rapidly, strengthens collaboration between Development and Operations teams, and removes process bottlenecks. By employing an iterative approach to process engineering, it boosts the velocity of process improvement initiatives, enabling teams to achieve more.

Upon completion, participants will be well-positioned to successfully pass the CASM examination.

COURSE OBJECTIVES

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

• The meaning and implications of "being agile"
• The Agile Manifesto, including its core values and principles
• Integrating agile thinking and values into service management contexts
• Key Agile concepts and practices, such as DevOps, ITIL® SRE, Lean, and Scrum
• Scrum roles, artifacts, and events as they apply to process management
• The two primary dimensions of Agile Service Management:
  • 1 - Agile Process Improvement: Ensuring processes remain lean while providing "just enough" control
  • 2 - Agile Process Engineering: Applying Agile practices to process engineering projects

LEARNER MATERIALS

• Two days of instructor-led training and guided exercise facilitation
• The Agile Service Management Guide (provided as a pre-class resource)
• Learner Manual (serving as an excellent post-class reference)
• Participation in unique, hands-on exercises designed to apply theoretical concepts
• Sample exam questions and guidelines on exam requirements
• Access to supplementary information sources and professional communities

CERTIFICATION EXAM

Candidates must achieve a passing score of 65% on the 60-minute examination, which comprises 40 multiple-choice questions, to earn the designation of Certified Agile Service Manager. This certification is governed and maintained by the DevOps Institute.