Course Objective
This sixteen (16) hour 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 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 Certified Scrum Master (CSM). Working together, Scrum Masters and Agile Service Managers can instill agile thinking into the entire IT organization as the basis of a DevOps culture.
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
DAY 1
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”?
- Exercise: Reviewing Agile values
- Agile practices
- Scrum
- Kanban
- Lean
- ITIL/ITSM
- DevOps
- Continuous Integration
- Continuous Delivery
- Exercise: Leveraging multiple frameworks
What is Agile Service Management (Agile SM)?
DAY 2
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)
- Exercise: Writing a meaningful user story
Scrum Events
- Timeboxes
- Release planning meeting
- Sprint planning meeting
- Daily Scrum
- Sprint Review
- Sprint Retrospective
- Definition of Done
Successfully passing (65%) the 60 minute exam, consisting of 40 multiple-choice questions, leads to the candidate’s designation as a Certified Agile Service Manager. The certification is governed, administered and maintained by the DevOps Institute.
