Certified Agile Service Manager®

This two-day accredited course provides a comprehensive 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.

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

“For ITIL professionals now working in an Agile environment, this course provides essential understanding for keeping ITSM relevant”

The course features:
  • Two days of instructor-led training and exercise facilitation
  • The Agile Service Management Guide and Scrum Guide (pre-class resources)
  • Learner Manual (excellent post-class reference)
  • Participation in unique hands-on exercises designed to apply concepts
  • Sample documents, templates, tools and techniques
  • Access to additional sources of information and communities

The DevOps Institute

This course is presented by ALC in association with the The DevOps Institute . The DevOps Institute (DOI) is bringing enterprise level DevOps training and certification to the IT market. Working with thought leaders from the DevOps community, the IT Service Management field and the IT training market, the DevOps Institute is setting the standard in quality for enterprise grade DevOps education and training.

Learning outcomes

The learning objectives for Certified Agile Service Manager (CASM) include an understanding of:
  • What it means to “be agile”
  • The Agile Manifesto, it’s core values and principles
  • Agile concepts and practices including ITSM, Kanban, Lean and DevOps
  • 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

Who should attend

This course is designed for:
  • 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 contents

1.  Course Introduction
  • Course Goals
  • Course Agenda
2.  What does it mean to “be agile”?
  • What is Agile?
  • The Agile Manifesto
  • Agile principles
  • What does it take to “be agile”?
  • Exercise: Reviewing Agile values
3.  Agile Practices
  • Scrum
  • Kanban
  • Lean
  • ITIL/ITSM
  • 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
  • The elements of a process
  • Process design basics
  • The 10 steps of process design
  • An Agile approach to process design
  • Characteristics of an Agile Process
  • How much is “just enough”?
  • Minimum Viable Product
5.  What is Scrum
  • Scrum Basics
  • Scrum pillars, values and components
  • Important terms
  • Scrum Roles
  • Product owner
  • ScrumMaster
  • Team
  • Scrum artifacts
  • Product Backlog
  • Creating user stories
  • Increment
  • Product backlog refinement
  • Sprint Backlog
  • Burndown chart
6.  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
7.  Scrum Events
  • Timeboxes
  • Release planning meeting
  • Sprint planning meeting
  • Daily Scrum
  • Sprint Review
  • Sprint Retrospective
  • Definition of Done
8.  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 Review (Agile SM context)
  • Sprint Retrospective (Agile SM context)
9.  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
10.  Agile Service Management
  • Agile Service Management technologies
  • Aligning Agile SM and Agile software development
  • Getting started with Agile Service Management
11.  Summary and Exam Preparations
  • Additional Sources of Information
  • Exam Requirements, Question Weighting and Terminology List
  • Sample Exam Review

Course fees

Course

Fees $ per person

  • Certified Agile Service Manager Course + Certificate Exam
  • $1850 + gst
The fee includes:
  • Course presentation
  • Agile Service Manager Learner Kit
  • Agile Service Manager Certificate Exam
  • Full catering including lunch

Certified Agile Service Manager Certificate Exam

Successfully passing (65%) the 60 minute exam, consisting of 40 multiple-choice questions, leads to the Certified Agile Service Manager Certificate. The certification is governed, administered and maintained by the DevOps Institute.

Pre-Requisites

There are no formal pre-requisites for this course.  However, familiarity with IT service management processes and ITIL® is desirable.

 

Instructor-led classroom training
 

Presented by Rob England

Rob EnglandRob England is an independent IT management consultant, trainer, and commentator based in Wellington, New Zealand.Rob is internationally-recognised as a thought leader in IT Service Management (ITSM) and is a published author of seven books and many articles, best known for his controversial blog and alter-ego, the IT Skeptic. He speaks regularly at international conferences.Rob provides consulting and training to business and government on IT strategy, ITSM and governance. He specialises in helping change IT behaviours and culture.He has worked on a number of transformations involving DevOps including an engagement by New Zealand's largest government ministry to oversee and advise on the DevOps transformation of their IT.
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