PDU: 14 (T: 4, L: 4, S: 6)
This 2-days Certified Agile Service Manager course, accredited by DevOps Institute, 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.
As Dev and Ops have been working in parallel with Dev focused on Agile/Scrum and Ops focused on ITSM/ITIL, this course strives to bring together individual achievements to deliver full business value. The course cross-pollinates Agile and ITSM practices to support end-to-end Agile Service Management so Dev starts to manage services instead of products and Ops and ITSM become more agile by scaling to “just enough” process leading to improved flow of work and time to value.
Agile Service Management helps IT to meet customer requirements faster, improve the collaboration between Dev and Ops, overcome constraints in process workflows by taking an iterative approach to process design that will improve the velocity of process improvement teams to get more done.
This course positions learners to successfully complete the Certified Agile Service Manager exam.
- Service Managers who want to manage IT services in Agile, Scrum and DevOps environment
- 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 ITSM processes
- Consultants guiding their clients through process improvement and DevOps initiatives
- Internal and external suppliers Process stakeholders.
The learning objectives for Certified Agile Service Manager (CASM) include an understanding of:
- What does it mean to “be agile?”
- The Agile Manifesto, its core 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 into service management
- Scrum roles, artifacts, and events as it applies to both products and processes
- The two aspects of Agile Service Management:
(1) Agile Process Improvement–ensuring processes are lean and deliver “just enough” control and
(2) Agile Process Design–applying Agile practices to process design projects
Module 1: Why Agile Service Management?
- Challenges Today
- What is IT Service Management?
- What is Agile?
- Agile Manifesto and Principles
- What Does It Take To Be Agile?
Module 2: Agile Service Management
- What is Agile Service Management?
- Agile Service Management Goals, Objectives and Benefits
- Two Aspects of Agile Service Management:
- Agile Process Engineering
- Agile Process Improvement
Module 3: Leveraging Related Guidance
- ITIL 4
- Site Reliability Engineering (SRE)
Module 4: Agile Service Management Roles
- Relationship to Scrum roles
- Agile Practice Owner
- Agile Service Management Team
- Agile Service Manager
Module 5: Agile Process Engineering
- Agile Processes
- How Processes Deliver Value
- Waterfall vs Agile Process Engineering
- Relationship to Scrum Events & Artifacts
- Minimum Viable Process (MVP)
- Microprocess Architectures
- Service Management Architecture
Module 6: Agile Service Management Artifacts
- Practice Backlog
- Spring Backlog
Module 7: Agile Service Management Events
- The Sprint
- Sprint Planning
- Process Standups
- Sprint Review
- Sprint Retrospective
Module 8: Agile Process Improvement
Preparation for the Certified Agile Service Manager (CASM) exam
- Why Process Improvement is Important
- Process Improvement Goals
- Process Improvement Reviews
- Sustaining Improvements