Course Overview
Learn how to use Agile Service Management to increase the customer value your processes create and to compete in a fast-paced disruptive world. A Certified Agile Service Manager is the working equivalent of a development Scrum Master. Together, Scrum Masters and Agile Service Managers can instill Agile thinking into the entire IT organization as the basis of a DevOps culture.
The course fee includes the open book, online Proctored exam. Delegates will receive a voucher for this exam which they can sit, at their convenience, post course.
Who should attend
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
Prerequisites
Some Familiarity with ITSM processes and Scrum is recommended
Course Content
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
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