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Course Overview
With nearly 80% of companies expected to adopt DevOps by 2027, there’s a growing need for Certified Agile Service Manager (CASM) professionals who can connect Agile practices with IT service management. CASMs bring agile thinking into service management, helping IT teams deliver value even as requirements shift. Acting as the operational counterpart to a Scrum Master, they bridge the gap between Agile development and ITIL-based operations to build a unified DevOps culture.
This DevOps Institute accredited course gives you the tools to lead agile service improvements and remove workflow bottlenecks. You’ll learn “just enough” process to boost collaboration, speed up response to customer needs, and accelerate continuous improvement — positioning you to lead agile service improvements in any organization.
Who Should Attend
The target audience for the CASM course is for Anyone interested in learning about Agile and Scrum from a products and process perspective, Process owners and process designers, Developers who are interested in helping make processes more agile, Managers who are looking to bridge multiple practices into a DevOps environment, Employees and managers responsible for designing, re-engineering or improving process, Consultants guiding their clients through process improvement and DevOps initiatives, Internal and external suppliers Process stakeholders
Course Objectives
In this course, you'll explore how to apply agile thinking to service management and prepare for the Certified Agile Service Manager (CASM)® exam. You'll gain a high-level understanding of how agile process design and improvement can drive continuous value in ITSM environments. Through hands-on activities and real-world scenarios, you’ll learn to align service workflows with agile principles and support iterative change using proven frameworks.
- Distinguish between agile process design and agile process improvement
- Manage a process backlog to support continuous service enhancements
- Apply Scrum roles and events in a service management context
- Align workflows and service delivery with agile values and principles
Course Outline
1 – Understanding the Need for Agile
- Examine common IT challenges
- Understand the demand for agility
- Explore agile as a solution to change
2 – Defining What It Means to Be Agile
- Explore the Agile Manifesto and values
- Review the 12 principles of agile thinking
- Understand the mindset required for transformation
- Exercise: Reflecting on agile values
3 – Exploring Agile Frameworks (ITSM, ITIL, DevOps)
- Learn core agile frameworks: Scrum, Kanban, Lean
- Compare how ITIL® and ITSM fit within agile
- Introduce DevOps, Continuous Integration, and Continuous Delivery
- Exercise: Combining frameworks in service environments
4 – Introduction to Agile Service Management
- Define agile service management and its benefits
- Explore the focus areas of agile process design and improvement
- Understand its role in modern IT and DevOps cultures
5 – Process Design Fundamentals
- Identify components of process architecture
- Learn the 10 essential steps to process design
- Understand how agile process design drives value
6 – Applying Agile Thinking to Design
- Recognize the characteristics of agile-aligned processes
- Use the Minimum Viable Process model
- Scale process control to “just enough” levels
7 – Scrum Basics (Agile and Scrum)
- Understand Scrum values, roles, and pillars
- Learn how Scrum supports agile service delivery
- Define terms and apply them to ITSM
8 – Scrum Roles and Resp