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
The learning objectives for Certified Agile Service Manager (CASM) include an understanding of:
What does it mean to "be agile"?
What is Agile Service Management (Agile SM)?
Process design basics
An Agile approach to process design
Agile Service Management artifacts
Agile Service Management Events
Agile Process Improvement
Agile Service Management technologies
Aligning Agile SM and Agile software development
Getting started with Agile Service Management