Certified Agile Service Manager (CASM)® Training Course

OVERVIEW

This course introduces the principles of Agile Service Management, demonstrating how to apply and integrate agile methodologies into service management processes. By adopting an agile mindset, organisations can enhance IT’s effectiveness and efficiency, ensuring that value delivery remains robust despite evolving requirements.

IT Service Management (ITSM) centres on guaranteeing that IT services deliver value by comprehending and optimising end-to-end value streams. This programme blends Agile and ITSM practices to support comprehensive Agile Service Management, scaling processes to ‘just enough’ levels to improve workflow efficiency and reduce time to value.

Agile Service Management enables IT to respond to customer needs more rapidly, strengthen collaboration between Development and Operations teams, and address process workflow constraints. Through an iterative approach to process engineering, it accelerates the velocity of process improvement teams, allowing them to achieve more within their cycles.

This course prepares participants to successfully sit for and pass the CASM exam.

COURSE OBJECTIVES

Upon completing the Certified Agile Service Manager (CASM) programme, learners will understand:

• The meaning and implications of ‘being agile’
• The Agile Manifesto, its core values, and guiding principles
• How to adapt agile thinking and values within service management contexts
• Key agile concepts and practices, including DevOps, ITIL®, SRE, Lean, and Scrum
• Scrum roles, artifacts, and events as they apply to process management
• The two pillars of Agile Service Management:
  • 1. Agile Process Improvement – ensuring processes remain lean and provide ‘just enough’ control
  • 2. Agile Process Engineering – applying agile practices to process engineering projects

LEARNER MATERIALS

• Two days of instructor-led training and exercise facilitation
• The Agile Service Management Guide (pre-class resource)
• Learner Manual (serving as an excellent post-class reference)
• Opportunity to engage in unique hands-on exercises designed to apply theoretical concepts
• Sample exam questions and guidelines regarding exam requirements
• Access to supplementary information sources and professional communities

CERTIFICATION EXAM

Candidates must achieve a passing score of 65% on the 60-minute exam, which comprises 40 multiple-choice questions. Successful completion grants the designation of Certified Agile Service Manager. This certification is governed and maintained by the DevOps Institute.