Certified Agile Service Manager (DevOps Institute)

2 Days | Price: $1,590

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. This course may earn a Credly Badge.

Learning Objectives

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 Details

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
  • 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.