Certified Agile Service Manager

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 ITs 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.

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Price: $1590.00
Duration: 2 Days
Delivery Methods: Virtual
DIR Discount: 55.0%







    For questions call: (469) 721-6100
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    Why choose TOPTALENT?

    • Get assistance every step of the way from our Texas-based team, ensuring your training experience is hassle-free and aligned with your goals.
    • Access an expansive range of over 3,000 training courses with a strong focus on Information Technology, Business Applications, and Leadership Development.
    • Have confidence in an exceptional 95% approval rating from our students, reflecting outstanding satisfaction with our course content, program support, and overall customer service.
    • Benefit from being taught by Professionally Certified Instructors with expertise in their fields and a strong commitment to making sure you learn and succeed.

    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
    • 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
    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.

     

    Learning Objectives

    The learning objectives for Certified Agile Service Manager (CASM) include an understanding of:

     

      • What does it mean to œbe 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 œjust enough control

     

      • Agile Process Design“applying Agile practices to process design projects

     

    No special instructions regarding this course's target audience provided. Please contact us to discuss if you are unsure whether this course is for you!
    No special prerequisites for this course provided. If you are unsure whether you might need to take another course first, please contact us to discuss.

    Ten (10) business days’ notice is required to reschedule a class with no additional fees. Notify TOPTALENT LEARNING as soon as possible at 469-721-6100 or by written notification to info@toptalentlearning.com to avoid rescheduling penalties.

    Please contact our team at 469-721-6100; we will gladly guide you through the online purchasing process.

    You will receive a receipt and an enrollment confirmation sent to the email you submitted at purchase. Your enrollment email will have instructions on how to access the class. Any additional questions our team is here to support you. Please call us at 469-721-6100.

    If a student is 15 minutes late, they risk losing their seat to a standby student. If a student is 30 minutes late or more, they will need to reschedule. A no-show fee will apply. Retakes are enrolled on a stand-by basis. The student must supply previously issued courseware. Additional fees may apply.

    You will receive a ‘Certificate of Completion’ once you complete the class. If you purchased an exam voucher for the class, a team member from TOPTALENT LEARNING will reach out to discuss your readiness for the voucher and make arrangements to send it.