Certified Agile Service Manager (CASM)

Level: Intermediate

A Certified Agile Service Manager (CASM) is the operational counterpart to a Certified Scrum Master (CSM). Working together, Scrum Masters and Agile Service Managers can instill agile thinking into the entire IT organization as the basis of a DevOps culture.

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 efficiency and enables IT to continue to deliver value in the face of changing requirements.

Key Features of this Training:

  • Participate in unique activities designed to apply training
  • Take sample documents, templates, tools and techniques with you post-training
  • Access to DevOps Institute additional sources of information and communities
  • Exam is included to test for certification

You Will Learn How To:

  • Apply Agile and Scrum concepts to ITSM process design and improvement
  • Understand that it is more important to “be agile” than “do agile”
  • Cross-pollinate Agile and ITSM practices to support end-to-end Agile Service Management

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Important Course Information

  • Recommended Experience

    Familiarity with IT software development and operations responsibilities

  • Homework/Preparation

    Pre-class assignment: Read The Agile Service Management Guide and Scrum Guide. This reading will be provided to attendees via email. Please allow 90 mins to complete this assignment (52 pages).

  • Industry Credits

    16 PMI PDUs (Although DOI has not currently been issued an official code to submit for PMI PDU credit, you can submit for credit successfully by way of the “Other” category at the PMI website. Essentially, 1 PDU credit per hour of instructor-led training. So, in the case of DevOps Foundation, 16 credits would be applicable.)

  • Exam/Certification Information

    • 40 multiple choice questions, closed book
    • 60 mins, additional 15 minutes granted to non-native English speakers
    • 65% pass
    • To maintain the value and integrity of the certification, all candidates are required to attend approved DOI classes through one of the DOI REPs (Registered Education Providers) to be eligible to sit the exam.

Course Outline

  • Agile Review

    • The IT challenge today
    • Why Agile
    • Manifesto & Principles
  • Agile Practices

    • Scrum
    • Kanban
    • Lean
    • DevOps
    • Continuous Integration
    • Continuous Delivery
  • Defining Agile Service Management

    • Value
    • Agile Process Design
    • Agile Process Improvement
  • Process Design

    • The elements of a process
    • The 10 steps of process design
    • Characteristics of an Agile Process
    • Minimum Viable Product
    • Creating user stories
  • Agile Service Management artifacts

    • Process backlog
    • User stories and ITSM processes
    • Scrum events
    • Definition of Done
  • Agile Service Management Events

  • Agile Process Improvement

    • Agile Process Improvement audits
    • The Process Backlog as a CSI Register
    • CSI Sprints and Plan-Do-Check-Act
  • Agile Service Management Technologies

    • Aligning Agile SM and Agile software development
    • Getting started with Agile Service Management
  • Exam Review

Certified Agile Service Manager FAQs

  • Can I take the exam without the course?

    DevOps Institute (DOI) believes certification reflects the quality of your training experience. To maintain the value and integrity of the certification, all candidates are required to attend approved DOI classes through a REP like Learning Tree in order to be eligible to sit the exam.

Both Learning Tree and this course have been accredited by PeopleCert. As an Accredited Training Organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate DevOps exams. PeopleCert is responsible for providing the examinations and marking and notifying Learning Tree of the results.

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