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Agile Service Manager (CASM)

  • Length 2 days
  • Price $1980 inc GST
  • Inclusions Exam voucher
Course overview
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Why study this course

This two-day course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes, design and improvement.

Agile thinking improves IT’s effectiveness and efficiency, and enables IT to continue to deliver value in the face of changing requirements.

ExaminationThis course pricing includes an exam voucher to sit an online proctored exam through the DevOps Institute. The voucher is valid for 90 days. A sample exam paper will be discussed during class to assist with preparation.

  • Closed book

  • 60 minutes

  • 40 multiple-choice questions

  • Answer 26 questions correctly (65%) to pass and be designated as a Certified Agile Service Manager

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What you’ll learn

Participants will develop 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

  • 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

DevOps Institute at DDLS

DevOps is the cultural and professional movement that stresses communication, collaboration, integration and automation in order to improve the flow of work between software developers and IT operations professionals. DevOps certifications are offered by the DevOps Institute (DOI), which brings enterprise level DevOps training and certification to the IT market.

Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

  • 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 initiatives

  • Internal and external suppliers

  • Process stakeholders

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 1800 853 276.

Course subjects

Why Agile?

  • The IT challenge today

What Does it Mean to “Be Agile”?

  • What is Agile?

  • The Agile Manifesto

  • Agile principles

  • What does it take to “be agile”?

  • Exercise: Reviewing Agile values

Agile Practices

  • Scrum

  • Kanban

  • Lean


  • DevOps

  • Continuous Integration

  • Continuous Delivery

  • Exercise: Leveraging multiple frameworks

What is Agile Service Management (Agile SM)?

  • Definition and value

  • Two aspects of Agile SM

    • Agile Process Design

    • 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

    • Creating user stories

  • Increment

  • Product backlog refinement

  • Sprint Backlog

  • Burndown chart

Agile Service Management Artifacts

  • Process Backlog

    • 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

    • Strategic and process activity sprints

  • The Definition of Done for process sprints

  • Daily Scrum (Agile SM context)

  • Sprint Review (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


  • Familiarity with IT service management processes

  • Familiarity with ITIL® is also recommended


This course has pre-reading or other preparation requirements which should be completed before you commence your course with us.

Please click here to view.

Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.