Certified Agile Service Manager (CASM)® Training Course

OVERVIEW

This course introduces learners to Agile Service Management, illustrating how to apply and integrate an agile mindset into existing service management frameworks. By adopting agile thinking, IT departments can enhance their operational efficiency and effectiveness, ensuring they continue to deliver meaningful value despite shifting business requirements.

IT Service Management (ITSM) is centered on ensuring that IT services generate value by comprehending and optimizing their entire value streams. This program bridges Agile and ITSM methodologies to facilitate end-to-end Agile Service Management. It emphasizes scaling processes to a "just enough" level, thereby improving work flow velocity and accelerating time-to-value.

Agile Service Management empowers IT teams to respond to customer needs more rapidly, fosters stronger collaboration between Development and Operations, and addresses bottlenecks in workflow processes. Through an iterative approach to process engineering, it boosts the productivity of process improvement teams, allowing them to achieve more in less time.

Upon completion, learners will be well-prepared to successfully sit for and pass the CASM examination.

COURSE OBJECTIVES

Participants in the Certified Agile Service Manager (CASM) program will gain a deep understanding of the following:

• The meaning and implications of "being agile"
• The Agile Manifesto, including its fundamental values and guiding principles
• Methods for adapting Agile philosophies and values within service management contexts
• Key Agile concepts and practices, such as DevOps, ITIL®, SRE, Lean, and Scrum
• How Scrum roles, artifacts, and events translate to process management
• The two core components of Agile Service Management:
  • 1. Agile Process Improvement: Ensuring processes remain lean while providing sufficient control ("just enough" oversight).
  • 2. Agile Process Engineering: Applying Agile methodologies to projects focused on process development.

LEARNER MATERIALS 

• Two days of instructor-led training accompanied by guided exercises
• The Agile Service Management Guide (provided as a pre-class resource)
• A comprehensive Learner Manual (ideal for post-class reference)
• Engagement in unique, hands-on exercises designed to reinforce conceptual learning
• Sample examination questions and guidelines regarding exam requirements
• Access to supplementary information sources and professional communities

CERTIFICATION EXAM 

To earn the designation of Certified Agile Service Manager, candidates must achieve a passing score of 65% on a 60-minute examination comprising 40 multiple-choice questions. This certification is governed and maintained by the DevOps Institute.