Certified Agile Service Manager

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.

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
 

Course Outline
1 - WHY AGILE?
  • The IT challenge today
2 - WHAT DOES IT MEAN TO "BE AGILE"?
  • Why is Agile?
  • The Agile Manifesto
  • Agile principles
  • What does it take to "be agile"?
  • Exercise: Reviewing Agile values
3 - AGILE PRACTICES
  • ? Scrum
  • ? Kanban
  • Lean
  • ITIL/ITSM
  • DevOps
  • Continuous Integration
  • Continuous Delivery
  • Exercise: Leveraging multiple frameworks
4 - WHAT IS AGILE SERVICE MANAGEMENT (AGILE SM)?
  • Definition and value
  • Two aspects of Agile SM:
  • Agile Process Design
  • Agile Process Improvement
5 - PROCESS DESIGN BASICS
  • The elements of a process
  • The 10 steps of process design
6 - AN AGILE APPROACH TO PROCESS DESIGN
  • Characteristics of an Agile Process
  • How much is "just enough"?
  • Minimum Viable Product
7 - SCRUM BASICS
  • Scrum pillars, values, and components
  • Important terms
8 - SCRUM ROLES
  • Product owner
  • Scrum Master
  • Team
9 - SCRUM ARTIFACTS
  • Product Backlog
  • Creating user stories
  • Increment
  • Product backlog refinement
  • Sprint Backlog
  • Burndown chart
10 - AGILE SERVICE MANAGEMENT ARTIFACTS
  • Process Backlog
  • User stories and ITSM processes
  • Process increment
  • Sprint Backlog (Agile SM context)
  • Burndown chart (Agile SM context)
  • Exercise: Writing a meaningful user story
11 - SCRUM EVENTS
  • Timeboxes
  • Release planning meeting
  • Sprint planning meeting
  • Daily Scrum
  • Sprint Review
  • Sprint Retrospective
  • Definition of Done
12 - AGILE SERVICE MANAGEMENT EVENTS
  • Process planning meeting
  • Sprint planning meeting
  • Strategic and process activity sprints
  • The Definition of Done for process sprints
  • Daily Scrum (Agile SM context)
  • Sprint Retrospective (Agile SM context)
13 - AGILE PROCESS IMPROVEMENT
  • Agile Process Improvement audits
  • The Process Backlog as a CSI Register
  • CSI Sprints and Plan-Do-Check-Act
  • Exercise: Assessing process agility
14 - AGILE SERVICE MANAGEMENT TECHNOLOGIES
15 - ALIGNING AGILE SM AND AGILE SOFTWARE DEVELOPMENT
16 - GETTING STARTED WITH AGILE SERVICE MANAGEMENT

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

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Course Length: 2 Days

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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

 

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