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Certified Agile Service Manager (CASM)



Certified Agile Service Manager (CASM)
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Better. Faster. Stronger. Learn how to use Agile with ITSM (ITIL​®​) to strengthen and secure your processes. A Certified Agile Service Manager is the working equivalent of a development Scrum Master. Together, Scrum Masters and Agile Service Managers can instill agile thinking into the entire IT organization as the basis of a DevOps culture. 

This course offers an introduction to Agile Service Management, the application, and integration of Agile thinking into service management processes and in process design projects. Agile thinking improves IT effectiveness and efficiency by enabling value delivery in the face of changing requirements.

Since Dev and Ops have been working in parallel with Dev focused on Agile/Scrum and Ops focused on ITSM/ITIL®, this course strives to unite individual achievements to deliver business value together. The course cross-pollinates Agile and ITSM practices to support end-to-end Agile Service Management so that Dev starts managing services instead of products and Ops and ITSM become more agile by scaling to “just enough” process leading to improved flow or work and time to value.

Agile Service Management helps IT meet customer requirements faster, improve the collaboration between Dev and Ops, overcome limitations in process workflows by taking an iterative approach to process design that will improve the velocity of process improvement teams to get more done.

Attending the class prepares individuals to take the exam and earn the Certified Agile Service Manager (CASM) certification. See the certification reference guide.


At the end of this course students will have a practical understanding of:

  • What does it mean to “be Agile”?
  • The Agile Manifesto, its 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 ​​in service management
  • Scrum roles, artifacts, and events that apply to both products and processes
  • The two aspects of Agile Service Management:
    • Agile Process Improvement
    • Agile Process Design

Student Profile

This course is designed for professionals including:

  • Anyone who is just starting out on reliability issues
  • Anyone interested in learning about Agile and Scrum from a product and process perspective
  • Process owners and designers
  • Developers interested in helping create more agile processes
  • Managers who want to join multiple practices in a DevOps environment
  • Employees and managers responsible for the design, reengineering or improvement process
  • Consultants who guide their clients through process improvement and DevOps initiatives
  • Internal and external providers


Before attending class, students are required to complete a pre-class assignment. Also, students should by familiar with IT service management processes and ITIL®.

Course Materials

Each student will receive a copy of the course documentation prepared by DevOps Institute.


Engaging and interactive course. Our instructors teach all course materials using the demonstrative method; the participants learn new concepts through exercises and real application practices.


At the end of the training session, students will be able to obtain the DevOps Institute CASM certification by successfully passing the Certified Agile Service Manager exam. Get the exam details.

Additionally, students will earn 16 credit hours for their attendance.


A certificate of attendance will be issued to students who attend the course for at least 75% of the duration.

Course Outline

  1. Why Agile?
    • Today’s IT challenges
  2. What does it mean to be Agile?
    • Why Agile?
    • The Agile Manifesto
    • Agile Principles
    • What to do to “be Agile”?
  3. Agile practices
    • Scrum
    • Kanban
    • Read
    • ITIL / ITSM
    • DevOps
    • Continuous Integration
    • Continuous Delivery
  4. What is Agile Service Management?
    • Definition and value
    • Two aspects of Agile SM
      • Agile process design
      • Agile process improvement
  5. Basic elements of process design
    • The elements of a process
    • The 10 steps of process design
  6. Agile approach to process design
    • Characteristics of an Agile process
    • How much is “enough”?
    • Minimum Viable Product (MVP)
  7. Scrum basics
    • Scrum Pillars, Values, and Components
    • Important elements
  8. Scrum roles
    • Product Owner
    • Scrum master
    • Team
  9. Scrum artifacts
    • Product Backlog
      • Create user stories
    • Increase
    • Refinement of the Product Backlog
    • 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)
  11. Scrum Events
    • Timeboxes
    • Release Planning
    • Sprint Planning
    • Daily scrum
    • Sprint Review
    • Sprint Retrospective
    • Definition of Done
  12. Agile Service Management Events
    • Process planning
    • Sprint Planning
    • Definition of Done for process sprints
    • Daily Scrum (context Agile SM)
    • Sprint Retrospective (Agile SM context)
  13. Agile process improvement
    • Agile process improvement audit
    • Process Backlog as a Continuous Service Improvement Record (CSI)
    • Sprints CSI and Plan-Do-Check-Act (PDCA)
    • Agile Service Management Technologies

Public Classes

Currently, we don't have any public sessions of this course scheduled. Please let us know if you are interested in adding a session.

See Public Class Schedule

Course Details


JST 357


2 days

Delivery Mode

Virtual, Face-to-Face

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