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Certified Agile Service Manager (CASM)

  • Overview
  • Who Should Attend
  • Certifications
  • Prerequisites
  • Objectives
  • Content
  • Schedule
Course Overview

Duration: 2 Days

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 IT’s effectiveness and efficiency and enables IT to continue to deliver value in the face of ever-changing requirements.

Who Should Attend

·         Anyone interested in learning about Agile and Scrum from a products and process perspective

·         Employees and managers responsible for designing, reengineering or improving process

·         Consultants guiding their clients through process improvement initiatives

·         Internal and external suppliers

·         Process stakeholders

Course Certifications

This course is part of the following Certifications:


·         No certification pre-requisites

·         Familiarity with IT and IT service management (ITIL®) is advantageous but not required

Course Objectives

To provide a basic understanding into Agile Service Management, core vocabulary, principles and practices. Led by qualified trainers and facilitators, the theories, real-life examples and results in the syllabus can assist participants to create or improve a personal action plan.


On completion of this two-day workshop, delegates will have learnt:

·         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:

o   Agile Process Improvement - ensuring processes are lean and deliver “just enough” control

o   Agile Process Design - applying Agile practices to process design projects

Course Content

·         Introduction to Agile

·         Agile Practices

·         Introduction to Agile Service Management

·         The Basics of Scrum

·         Relating Scrum to Agile Process Design

·         Elements of a Process

·         Agile Process Improvement

·         Agile Service Management Technologies

·         Getting started with Agile SM

Course ID: CASM

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