Certified Agile Service Manager (CASM®)

  • Course Duration: 16+h
  • qualification: CASM

About this course

Introduction

Become a Certified Agile Service Manager with this fully accredited course from Good e-Learning!

The CASM syllabus helps candidates build the skills and knowledge required to integrate Agile practices into service design.

This helps organizations adapt and evolve more quickly, helping them face the challenges of modern business head-on and succeed even in the most competitive markets.

Who is this course aimed at?
  • Practice owners and process designers
  • Developers who are interested in helping make processes more Agile
  • Managers who are looking to bridge multiple practices and create DevOps-style environments
  • Employees and managers responsible for engineering or improving processes
  • Consultants guiding their clients through process improvement and DevOps initiatives
  • Anyone responsible for managing process-related requirements, ensuring the efficiency and effectiveness of processes, or maximizing the value of processes
    What will you learn by taking this course?
    • What it means to be ‘Agile’
    • The core values and principles of the Agile Manifesto
    • How to translate Agile thinking and values into service management practices
    • Agile concepts and related practices, including DevOps, ITIL, SRE, Lean, and Scrum
    • How Scrum roles, artifacts, and events apply to processes
    • The two aspects of Agile Service Management: Agile Process Improvement and Agile Process Engineering
    • Everything needed to pass the Certified Agile Service Manager (CASM) examination
    Why should you take this course?
    • The CASM syllabus perfectly blends IT Service Management practices with Agile thinking, empowering IT teams with much greater speed and adaptability
    • CASM helps businesses create services faster and with a higher level of quality
    • CASM’s Agile elements help create value-generating results quickly, leading to faster ROIs
    • CASM focuses on integrating customer feedback into service development. This leads to higher client satisfaction
    • This CASM online training course also covers other popular methods and techniques, including SRE, ITIL, Lean, Scrum, and DevOps
    • CASM enhances risk management and adaptability
    • We offer each student 6 months of access and a FREE exam voucher (T&Cs apply)
    • There are no prerequisites for sitting the exam
    • The course is fully accredited by the DevOps Institute
    Course Outline

    Certified Agile Service Manager

    Module zero introduces you to this CASM e-learning course’s main features, learning plan, aims, objectives, and structure.

    It also offers a syllabus, diagram pack, glossary, further reading and links document, and links to download essential copies of the framework publications.

    Finally, it addresses some of the most frequently asked questions about Certified Agile Service Manager (CASM) certification.

    Module 1: Introducing Agile Service Management

    Module 1 introduces IT Service Management (ITSM), general Agile principles, and the Agile Manifesto. It also compares ITSM and Agile to assess their compatibility

    Module 2: Agile Service Management

    Module 2 explores the general principles of Agile Service Management and defines some key concepts such as Agile Process Engineering and Agile Process Improvement.

    Module 3: Leveraging Related Guidance

    Module 3 looks at different approaches to service development and delivery and how organizations can benefit from taking a holistic, multi-disciplinary approach to service design. The module also covers:

    • DevOps
    • ITIL
    • SRE
    • Lean
    • Kanban
    • Scrum
    Module 4: Agile Service Management Roles

    Module 4 explores the three core roles in an Agile service management team and looks at the importance of ‘servant leadership’ in Agile working. The roles covered in the module are:

    • The Agile practice owner
    • The Agile service manager
    • The Agile service team
    Module 5: Review: Modules 1-4

    This module features a series of games and activities to aid recall of the key terms and concepts from modules 1-4

     
    Module 6: Agile Process Engineering

    Module 6 explores Agile process engineering in detail. It looks at:

    • Agile processes
    • Micro process architecture
    • Service management architecture
    Module 7: Agile Service Management Artifacts

    Module 7 looks at key processes and artifacts used when developing Agile services. These include:

    • The practice backlog
    • User stories and epics
    • The sprint backlog
    • Increments
    Module 8: Agile Service Management Events

    Module 8 looks at the process of developing Agile services in a sprint. It begins by looking at pre-sprint planning, then explores what happens during a sprint, and culminates with the sprint retrospective.

     
    Module 9: Agile Process Improvement

    Module 9 explores Agile process improvement. It explains why processes require continual improvement, how to use process improvement reviews and the role of automation in improving processes.

    Module 10: Review: Modules 6-9

    This module features a series of games and activities to aid recall of the key terms and concepts from modules 6-9.

    Module 11: Certified Agile Service Manager (CASM) Wrap-Up

    This module wraps up the Certified Agile Service Manager (CASM) course. It also provides a short video explaining how to book the exam, along with links to other relevant courses.

    Module 12: Practice Exams

    This module contains two practice exams, one provided by the DevOps Institute and one created by Good eLearning.

    Exam/Assessment

    This CASM online course is designed to fully prepare students to sit the official Certified Agile Service Manager (CASM) examination. This includes providing official practice exams to help students test themselves and get used to examination conditions.

    Candidates worried about what CASM costs to study will be pleased to know that the course includes two practice exams that replicate the style and format of the exam, as well as a FREE exam voucher. (T&Cs apply)

    Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. Please visit the DevOps Institute website for more information and guidance.

    When you are ready to use your free exam voucher, simply contact support@goodelearning.com. Exam voucher requests are typically processed within 2 working days but please allow up to 5. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.

    Certified Agile Service Manager (CASM®) exam:

    • The exam consists of 40 multiple-choice questions
    • Candidates have one hour (60 minutes) to complete the exam
    • Candidates must answer at least 26 questions correctly (65%) to pass
    • The exam is open-book

    What do you get?

    • Fully accredited
    • Exam voucher included
    • Course duration: 16+ hours
    • Access period: 6 months
    • Tutor support
    • Quizzes & practice exams
    • Mobile compatible

    FAQs

    What is CASM?

    ‘Certified Agile Service Manager (CASM)’ is a qualification based around the operational aspects of Agile.

    It incorporates the core values and principles of the Agile manifesto, as well as other Agile concepts and practices such as DevOps, Scrum, Kanban, and Lean.

    It also covers two Agile Service Management practices: Agile Process Improvement and Agile Process Design.

    How can CASM benefit businesses?

    CASM can have several benefits for a business including:

    • Incorporating Agile into service development establishes a style of creating iterative targets. This creates working services that can generate both feedback and revenue to power continued development
    • Focusing on short-term goals enhances adaptability, helping teams respond to client feedback and changing business needs and circumstances far more effectively
    • CASM empowers effective implementation processes and workflows, as well as learning and growth processes
    • CASM practices help businesses establish environments of continuous improvement

    What do I need to study CASM?

    There are no prerequisites for studying CASM or sitting the CASM certification exam. However, existing knowledge of ITSM and Agile can be helpful.

    Who can benefit from studying CASM?

    The CASM certification is intended for a variety of candidates. This includes:

    • Practice owners and process designers
    • Developers who are interested in helping make processes more Agile
    • Managers who are looking to bridge multiple practices and create DevOps environments
    • Employees and managers responsible for engineering or improving process
    • Consultants guiding their clients through process improvement and DevOps initiatives
    • Anyone responsible for managing process-related requirements, ensuring the efficiency and effectiveness of processes, or maximizing the value of processes

    What you will learn

    Introduction to Agile Service Management:

    • Participants will gain an understanding of Agile Service Management principles, concepts, and practices. They will learn how Agile methodologies, such as Scrum and Kanban, can be applied to ITSM processes to improve agility, responsiveness, and customer satisfaction.

    Agile and ITSM Integration:

    • The course explores how Agile practices can be integrated with traditional ITSM frameworks, such as ITIL® (IT Infrastructure Library), to create a more flexible and adaptive approach to service delivery. Participants will learn how to combine Agile and ITSM practices to optimize service management processes.

    Agile Service Management Practices:

    • Participants will learn about specific Agile Service Management practices and techniques, such as Agile planning, backlog management, iteration planning, and continuous improvement. They will gain practical skills in applying Agile principles to ITSM processes.

    Agile Service Desk:

    • The course covers the concept of an Agile Service Desk, which emphasizes collaboration, communication, and rapid response to customer needs. Participants will learn how to transform traditional service desks into Agile Service Desks that deliver value more quickly and effectively.

    Agile Incident Management:

    • Participants will learn how to apply Agile principles to incident management processes, enabling faster detection, diagnosis, and resolution of incidents. They will learn how to prioritize incidents, collaborate across teams, and continuously improve incident response capabilities.

    Agile Problem Management:

    • The course explores Agile approaches to problem management, focusing on root cause analysis, prevention, and continuous improvement. Participants will learn how to use Agile techniques, such as retrospectives and post-incident reviews, to identify and address underlying issues.

    Agile Change Management:

    • Participants will learn how to apply Agile principles to change management processes, enabling faster and more adaptive changes to IT services and systems. They will learn how to manage change requests, assess risks, and facilitate stakeholder collaboration in the change process.

    Agile Metrics and Reporting:

    • The course covers Agile metrics and reporting practices, emphasizing the importance of measuring value delivery, team performance, and process effectiveness. Participants will learn how to define, collect, and analyze Agile metrics to track progress and identify areas for improvement.

    Agile Leadership and Culture:

    • Participants will learn about the role of leadership and organizational culture in Agile Service Management. They will explore strategies for fostering a culture of collaboration, experimentation, and continuous improvement within their organizations.

    Certification Preparation:

    • The course prepares participants for the Certified Agile Service Manager (CASM®) certification exam, administered by the DevOps Institute. Participants will gain the knowledge and skills needed to pass the exam and earn their CASM® certification.

    Overall, the Certified Agile Service Manager (CASM®) course equips participants with the knowledge, skills, and certification needed to lead Agile Service Management initiatives within their organizations. Participants will learn how to apply Agile principles and practices to ITSM processes, enabling greater agility, responsiveness, and value delivery.

    Benefits of this course

    Enhanced Service Delivery:

    • By applying Agile principles and practices to IT service management (ITSM) processes, organizations can improve the speed, flexibility, and quality of service delivery. The CASM® course equips participants with the knowledge and skills needed to implement Agile Service Management practices effectively, leading to enhanced service delivery and customer satisfaction.

    Improved Collaboration:

    • Agile Service Management emphasizes collaboration, communication, and teamwork. Participants learn how to foster a culture of collaboration within their teams and across organizational silos, enabling better coordination and alignment of efforts.

    Increased Flexibility:

    • Agile methodologies, such as Scrum and Kanban, promote adaptability and responsiveness to change. By embracing Agile Service Management practices, organizations can better respond to evolving customer needs, market conditions, and technology trends.

    Better Risk Management:

    • Agile Service Management emphasizes iterative and incremental approaches to service delivery, enabling organizations to identify and mitigate risks early in the process. Participants learn how to assess risks, prioritize tasks, and make data-driven decisions to minimize potential disruptions.

    Continuous Improvement:

    • Agile Service Management encourages a culture of continuous improvement, where teams regularly reflect on their performance and seek opportunities for optimization. Participants learn how to conduct retrospectives, gather feedback, and implement changes to drive ongoing improvement in service delivery processes.

    Alignment with Business Objectives:

    • By aligning ITSM processes with business objectives and customer needs, organizations can maximize the value they deliver to stakeholders. The CASM® course helps participants understand how to prioritize work, measure value, and ensure that IT services support organizational goals effectively.

    Certification and Career Advancement:

    • Completion of the CASM® course prepares participants for the Certified Agile Service Manager (CASM®) certification exam, administered by the DevOps Institute. Achieving CASM® certification validates participants’ expertise in Agile Service Management and enhances their professional credentials, opening up new career opportunities and advancement prospects.

    Improved Employee Satisfaction:

    • Agile Service Management promotes empowerment, autonomy, and accountability among team members, leading to higher levels of employee engagement and satisfaction. Participants learn how to create an environment where team members feel motivated and supported in their work.

    Competitive Advantage:

    • Organizations that successfully implement Agile Service Management practices gain a competitive advantage by delivering services more quickly, efficiently, and effectively than their competitors. The CASM® course helps participants develop the skills needed to drive organizational agility and innovation, positioning their organizations for success in today’s dynamic business environment.

    Overall, the Certified Agile Service Manager (CASM®) course equips participants with the knowledge, skills, and certification needed to lead Agile Service Management initiatives and drive organizational success. By embracing Agile principles and practices, organizations can achieve greater flexibility, collaboration, and value delivery in their ITSM processes.

    £519.00

    Benefits Obtained :

    • Online Course
    • Training Evaluation Test
    • Completion Certification