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Certified Agile Service Manager (CASM)

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Certified Agile Service Manager (CASM)

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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 changing requirements.

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Description

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 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.

COURSE OBJECTIVES

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

      2- Agile Process Design–applying Agile practices to process design projects

AUDIENCE

The target audience for the CASM course is

      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

LEARNER MATERIALS

      Sixteen (16) hours of instructor-led training and exercise facilitation

      The Agile Service Management Guide and Scrum Guide (pre-class resources)

      Learner Manual (excellent post-class reference)

      Participation in unique hands-on exercises designed to apply concepts

      Sample documents, templates, tools and techniques  

      Access to additional sources of information and communities

PREREQUISITES

      Completion of pre-class assignment

      Familiarity with IT service management processes and ITIL is recommended

CERTIFICATION EXAM

Successfully passing (65%) the 60-minute exam, consisting of 40 multiple-choice questions, leads to the candidate’s designation as a Certified Agile Service Manager. The certification is governed and maintained by the DevOps Institute

COURSE OUTLINE

Why Agile?

      The IT challenge today

What does it mean to “be agile”?

      Why is Agile?

      The Agile Manifesto

      Agile principles

      What does it take to “be agile”?

      Exercise: Reviewing Agile values

Agile practices

      Scrum

      Kanban

      Lean

      ITIL/ITSM

      DevOps

      Continuous Integration

      Continuous Delivery

      Exercise: Leveraging multiple frameworks

What is Agile Service Management (Agile SM)?

      Definition and value

      Two aspects of Agile SM

o   Agile Process Design

o   Agile Process Improvement

Process design basics

      The elements of a process

      The 10 steps of process design

An Agile approach to process design

      Characteristics of an Agile Process

      How much is “just enough”?

      Minimum Viable Product\

 

Scrum Basics

      Scrum pillars, values, and components

      Important terms

Scrum Roles

      Product owner

      ScrumMaster

      Team

 

Scrum artifacts

      Product Backlog

o   Creating user stories

      Increment

      Product backlog refinement

      Sprint Backlog

      Burndown chart

Agile Service Management artifacts

      Process Backlog

o   User stories and ITSM processes

      Process increment

      Sprint Backlog (Agile SM context)

      Burndown chart (Agile SM context)

      Exercise: Writing a meaningful user story

Scrum Events

      Timeboxes

      Release planning meeting

      Sprint planning meeting

      Daily Scrum

      Sprint Review

      Sprint Retrospective

      Definition of Done

Agile Service Management Events

      Process planning meeting

      Sprint planning meeting

o   Strategic and process activity sprints

      The Definition of Done for process sprints

      Daily Scrum (Agile SM context)

      Sprint Retrospective (Agile SM context)

Agile Process Improvement

      Agile Process Improvement audits

      The Process Backlog as a CSI Register

      CSI Sprints and Plan-Do-Check-Act

      Exercise: Assessing process agility

Agile Service Management technologies

Aligning Agile SM and Agile software development

Getting started with Agile Service Management

Additional information

Course Duration

2 Day

Location

On-site, Remotely

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