DevOps, Git & Automation
Certified Agile Service Manager (CASM)®
Bring agile thinking to IT service management.
2 daysIntermediate8 modules
About this course
Bring agile thinking to IT service management. You will apply Scrum roles and events to processes, design and improve processes with agile methods, manage a process backlog and align service management with DevOps and ITIL.
What you'll learn
- 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
Curriculum
8 modules
- Examine common IT challenges
- Understand the demand for agility
- Explore agile as a solution to change
- Explore the Agile Manifesto and values
- Review the 12 principles of agile thinking
- Understand the mindset required for transformation
- Exercise: Reflecting on agile values
- 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
- 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
- Identify components of process architecture
- Learn the 10 essential steps to process design
- Understand how agile process design drives value
- Recognize the characteristics of agile-aligned processes
- Use the Minimum Viable Process model
- Scale process control to “just enough” levels
- Understand Scrum values, roles, and pillars
- Learn how Scrum supports agile service delivery
- Define terms and apply them to ITSM
8Scrum Roles and Resp
Who it's for
Process owners, service managers and anyone improving ITSM processes.
Before you start
- Attendees should have familiarity with IT software development and operations responsibilities.
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