Course Code



14 Hours



  • Some Familiarity with ITSM processes and Scrum is recommended


The target audience for the CASM course is:

  • Practice 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 engineering or improving process
  • Consultants guiding their clients through process improvement and DevOps initiatives 
  • Anyone responsible for: 
    • Managing process-related requirements 
    • Ensuring the efficiency and effectiveness of processes 
    • Maximizing the value of processes



This course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes. Agile thinking improves IT’s effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements.

IT Service Management (ITSM) focuses on ensuring IT services deliver value by understanding and optimizing their end-to-end value streams. This course cross-pollinates Agile and ITSM practices to support end-to-end Agile Service Management 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 engineering that will improve the velocity of process improvement teams to get more done.

This course positions learners to successfully complete the CASM exam. 


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
  • 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 Engineering–applying Agile practices to process engineering projects


  • 2 days of instructor-led training and exercise facilitation 
  • The Agile Service Management Guide (pre-class resource) 
  • Learner Manual (excellent post-class reference)
  • Participation in unique hands-on exercises designed to apply concepts 
  • Sample exam and exam requirements guidelines  
  • Access to additional sources of information and communities


Successfully passing (65%) the 60-minute 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. 


     Course Outline

Module 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?

Module 2:  Agile Service Management

  • What is Agile Service Management?
  • Agile Service Management Goals, Objectives and Benefits
  • Two Aspects
    • Agile Process Engineering
    • Agile Process Improvement

Module 3:  Leveraging Related Guidance

  • DevOps
  • ITIL
  • Site Reliability Engineering
  • Lean
  • Scrum

Module 4:  Agile Service Management Roles

  • Relationship to Scrum roles
  • Agile Practice Owner
  • Agile Service Management Team
  • Agile Service Manager

Module 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

Module 6:  Agile Service Management Artifacts

  • Practice Backlog
  • Spring Backlog
  • Increment

Module 7:  Agile Service Management Events

  • Planning
  • The Sprint
  • Sprint Planning 
  • Process Standups
  • Sprint Review
  • Sprint Retrospective

Module 8:  Agile Process Improvement

  • Why Process Improvement is Important
  • Process Improvement Goals
  • Process Improvement Reviews
  • Sustaining Improvements
  • Automation

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


     Feedback (32)

The trainer was very open and adaptable to our specific needs, good discussions and moderated very well.

John Kramer

Very informative and gave a nice overall summary of the course outline.

Matthew Steptoe

I enjoyed all of Day 1.

Peter Mahaffey

The simulation part. This simulation exercise could help us learn the theory in a more concrete way.

Andrew Yan

I enjoyed the best practice knowledge sharing, exercise to practice with project.

Anne Babilon-Teubenbacher

Large part only about practicing Scrum & lots of practical insights and experience sharing. Thank you, Bernard!.

Julia Post

I really enjoyed the content and exercises.

Oguzhan Onkal

I really liked the balls exercise.

alexis jamian

The trainer adapted every stage of the session in order to match as well the ideal case from the subject to our organization needs and possibilities.

Wenceslas Lariviere

I was benefit from the how to mediate between parties or persons have different opinions.

Ho Beom Jeon

I liked the fun activities to emphasis the agile / scrum approach.

Robert Lawton

All of it. Having had no previous exposure to Jenkins, I was a little concerned about my ability to keep up. IPad provided appropriate coaching/support, when I asked for help, so that I was able to follow the presentation at a level I was happy with.

Graham Congdon

I mostly was benefit from the real-world developer experience.

Ian Cranston

I liked Francisco's style - he was knowledgeable and approachable.

Richard Sandell

I generally was benefit from the topic itself.

Optum, Inc

Fast-paced with direct-to-the-point skills that expected to acquire.


I enjoyed the 1:1 interaction and felt the training was tailored to my needs. It allowed fewer distractions from others and rabbit holes from questions or not understanding what is being taught.

Aetna Health

That after 3 days of training I have the entire overview on Agile how to use them in my case, how to calculate efficiency, approach negative employees and many more.

Joanna Meza - Zurich Insurance

Scheduling and integration with SCM.

Sean Aye - Hill-Rom Services Private Limited

I think the exercieses was ok.

- Mentor Graphics Polska Sp. z o.o.

I really enjoyed practise exercises and simulation.

- Mentor Graphics Polska Sp. z o.o.

I mostly was benefit from the delivery and pace of course.

Asif Amirat - QA Ltd

I liked the exercises to use and practice the performance tools.


I enjoyed the exercises on how the principle and methodology is applied.

- AIG Shared Services - Business Processing, Inc.

I genuinely enjoyed the profesionalism.

- Cognitran

Friendly and helpful trainer. Not just a presentation and watching slides, was very interactive.

Megan Mortby - Cognitran

I mostly was benefit from the engagement and good discussions.

- Cognitran

He lecture presentation was very good, and easy for follow.

- Athabasca University

I enjoyed the comparisons between Agile and Waterfall methodologies. I liked completing the exercises. I liked the trainer methods of his accommodations and conducts with everyone on their problems.

- Athabasca University

I generally enjoyed the using Jira.

- Athabasca University

The content was useful but not applicable for my role. Even though I had filled in are course evaluation form, feedback should have been provided to GP to advise myself or my manager of this.

I liked learning about project management aspects, such as agile and test frameworks. I also liked the productivity lessons, such as using the BPMN tool. The trainer was really friendly, calm, and eager to help.

The course could be tailored to suit your needs and objectives. It can also be delivered on your premises if preferred.



Online Price per participant 6000 AED


Classroom Price per participant 6000 AED





  Workday courses take place between 9:30 and 16:30


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Number of Participants

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