DOI Certified Agile Service Manager Certificate Program (CASM)

Training Summary
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. As Dev and Ops have been working in parallel with Dev focused on Agile/Scrum and Ops focused on ITSM/ITIL, this course strives to bring together individual achievements to deliver full business value. The course cross-pollinates Agile and ITSM practices to support end-to-end Agile Service Management so Dev starts to manage services instead of products and Ops and ITSM become more agile 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 design that will improve the velocity of process improvement teams to get more done. This course positions learners to successfully complete the Certified Agile Service Manager exam. Program Material
  • Sixteen (16) hours of instructor-led training and exercise facilitation
  • Digital copy of the Agile Service Management Guide and Scrum Guide
  • Digital learner material (excellent post-class reference) including sample documents, sample exam, templates, tools and techniques
  • Participation in unique hands-on exercises designed to apply concepts
  • Access to additional sources of information and communities
  • Certification exam voucher
  • Completion of pre-class assignment
  • Familiarity with IT service management processes and ITIL is recommended
2 Days/Lecture & Lab
  • Anyone interested in learning about Agile and Scrum from a products and process perspective
  • Employees and managers responsible for designing, reengineering or improving process
  • Consultants guiding their clients through process improvement initiatives
  • Internal and external suppliers
  • Process stakeholders
Course Topics
  • Why Agile?
  • ::What does it mean to "be agile"?
  • Agile practices
  • What is Agile Service Management (Agile SM)?
  • Process design basics
  • An Agile approach to process design
  • Scrum Basics
  • Scrum Roles
  • Scrum artifacts
  • Agile Service Management artifacts
  • Scrum Events
  • Agile Service Management Events
  • Agile Process Improvement

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