Certified Agile Service Manager (CASM)


Course Number: DVOP-152

Duration: 2 days (13 hours)

Format: Live, hands-on

Certified Agile Service Manager (CASM) Training Overview

This Certified Agile Service Manager (CASM)® training course teaches attendees how to integrate Agile thinking for service management procedures with design project processes. Students learn how Agile thinking improves IT’s effectiveness and efficiency while successfully handling the challenges of ever-changing requirements. This course helps learners prepare for the DevOps Institute’s Certified Agile Service Manager exam.

Note: This class includes exam vouchers for the Certified Agile Service Manager exam.

Location and Pricing

Accelebrate offers instructor-led enterprise training for groups of 3 or more online or at your site. Most Accelebrate classes can be flexibly scheduled for your group, including delivery in half-day segments across a week or set of weeks. To receive a customized proposal and price quote for private corporate training on-site or online, please contact us.

Objectives

All students will learn:

  • What it means to “be Agile”
  • The Agile Manifesto and its core values and principles
  • Agile concepts and practices, including IT Service Management (ITSM)®, Kanban, Lean, and DevOps
  • SCRUM from a product and process perspective
  • How Agile thinking and values integrates with service management
  • Scrum roles, artifacts, and events as they apply to both products and processes
  • Agile Process Improvement, ensuring processes are lean and deliver “just enough” control
  • Agile Process Design, applying Agile practices to process design projects

Prerequisites

  • Completion of the pre-class assignment
  • Familiarity with IT service management processes and IT Infrastructure Library (ITIL)® is recommended

Outline

Expand All | Collapse All

Course Introduction
Why Agile?
  • The IT challenge today
What Does it Mean to “be agile”?
  • What is Agile?
  • The Agile Manifesto
  • Agile principles
  • What does it take to “be agile”?
  • Reviewing Agile values
Agile Practices
  • Scrum
  • Kanban
  • Lean
  • ITIL/ITSM
  • DevOps
  • Continuous Integration
  • Continuous Delivery
  • Leveraging multiple frameworks
What is Agile Service Management (Agile SM)?
  • Definition and value
  • Two aspects of Agile SM
    • Agile Process Design
    • Agile Process Improvement
Process Design Basics
  • The elements of a process
  • 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
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
Agile Service Management Artifacts
  • Process Backlog
    • User stories and ITSM processes
  • Process increment
  • Sprint Backlog (Agile SM context)
  • Burndown chart (Agile SM context)
  • Writing a meaningful user story
Scrum Events
  • Timeboxes
  • Release planning meeting
  • Sprint planning meeting
  • Daily Scrum
  • Sprint Review
  • Sprint Retrospective
  • Definition of Done
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)
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
Agile Service Management Technologies
Aligning Agile SM and Agile Software Development
Getting Started with Agile Service Management
Summary
Additional Sources of Information
Exam Preparation
Conclusion

Training Materials:

  • The Agile Service Management Guide and Scrum Guide (pre-class resources)
  • Learner Manual (excellent post-class reference)
  • Hands-on exercises designed to apply concepts
  • Sample documents, templates, tools, and techniques 
  • Access to additional sources of information and communities
  • Exam voucher for each attendee

Software Requirements:

Attendees will not need to install any software on their computer for this class. The class will be conducted in a remote environment that Accelebrate will provide; students will only need a local computer with a web browser with a stable Internet connection. Any recent version of Microsoft Edge, Mozilla Firefox, or Google Chrome will be fine.



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