16 hours – On-site or Virtual with live certified trainer
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. Agile Service Management helps IT to meet customer requirements faster, improve the collaboration between Dev and Ops, and 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.
Official DevOps Institute student material
Course completion diploma
Official certification exam from the DevOps Institute
Apply and integrate agile thinking into service management processes and process design projects.
Improve the effectiveness and efficiency of IT.
Enable continual IT value delivery when facing changing requirements.
Work together with Scrum Masters to instill agile thinking into the entire IT organization.
Integrate ITSM practices with Scrum, Kanban, Lean and DevOps.
Develop Agile skills for process improvement and process design.
Obtain the Certified Agile Service Manager (CASM) certification.
Who is this course for?
Anyone interested in learning about Agile and Scrum from a product and process perspective
Process 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 designing, re-engineering or improving processes
Consultants guiding their clients through process improvement and DevOps initiatives
Internal and external suppliers
What are the exam characteristics?
Time allocated: 60 minutes
Number of questions: 40 multiple-choice
Passing score: 65% (26 correct answers)
Format: Online or Paper; closed-book
Prerequisites: Be familiar with IT service management processes and ITIL (recommended). Review The Scrum Guide™ and The Agile Service Management Guide (both provided upon course registration). At least 4 hours of personal study during the course are recommended.
When will I know my exam results?
When the exam is paper-based, the results will be notified to the participant afterwards through email. When it is web-based, the participant will get the results immediately after finishing the exam.
What happens if I fail the exam?
The participant who fails the exam may take it again any times at extra cost. No time window between exams is required.
What are the course contents?
1 Course Introduction
1.1 Why Processes are Important
1.2 Why Agility is Important
1.3 Why the Process Owner Role is Important
1 Course Introduction
2 Why Agile?
2.1 The IT challenge today
3 What does it mean to “be agile”?
3.1 What is Agile?
3.2 The Agile Manifesto
3.3 Agile principles
3.4 What does it take to “be agile”?
3.5 Exercise: Reviewing Agile values
4 Agile practices
4.6 Continuous Integration
4.7 Continuous Delivery
4.8 Exercise: Leveraging multiple frameworks
5 What is Agile Service Management (Agile SM)?
5.1 Definition and value
5.2 Two aspects of Agile SM
6 Process design basics
6.1 The elements of a process
6.2 The 10 steps of process design
7 An Agile approach to process design
7.1 Characteristics of an Agile Process
7.2 How much is “just enough”?
7.3 Minimum Viable Product
8 Scrum Basics
8.1 Scrum pillars, values and components
8.2 Important terms
9 Scrum Roles
9.1 Product owner
9.2 Scrum Master
10 Scrum artifacts
10.1 Product Backlog
10.3 Product backlog refinement
10.4 Sprint Backlog
10.5 Burndown chart
11 Agile Service Management artifacts
11.1 Process Backlog
12 User stories and ITSM processes
12.1 Process increment
12.2 Sprint Backlog (Agile SM context)
12.3 Burndown chart (Agile SM context)
12.4 Exercise: Writing a meaningful user story
13 Scrum Events
13.2 Release planning meeting
13.3 Sprint planning meeting
13.4 Daily Scrum
13.5 Sprint Review
13.6 Sprint Retrospective
13.7 Definition of Done
14 Agile Service Management Events
14.1 Process planning meeting
14.2 Sprint planning meeting
15 Strategic and process activity sprints
15.1 The Definition of Done for process sprints
15.2 Daily Scrum (Agile SM context)
15.3 Sprint Review (Agile SM context)
15.4 Sprint Retrospective (Agile SM context)
16 Agile Process Improvement
16.1 Agile Process Improvement audits
16.2 The Process Backlog as a CSI Register
16.3 CSI Sprints and Plan‐Do‐Check‐Act
16.4 Exercise: Assessing process agility
17 Agile Service Management technologies
18 Aligning Agile SM and Agile software development
19 Getting started with Agile Service Management
21 Additional sources of information
22 Exam preparation
Credit card (via PayPal)
For more information about this training course (schedules, locations, costs, etc.) or any of the other IT training courses we offer, please contact us. We will be happy to assist you!
We can be flexible. Contact us to set a date that works for you! Ask for Team Discounts!