Agile Service Manager (CASM)

Length

2 days

Price

$1980.00 inc GST

Inclusions

Exam voucher

Overview

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.

Examination
This 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

Key Topics

Detailed Info

Why Agile?
What Does it Mean to "Be Agile"?
Agile Practices
What is Agile Service Management (Agile SM)?
Process Design Basics
An Agile Approach to Process Design
Scrum Basics
Scrum Roles
Scrum Artifacts
Agile Service Management Artifacts
Scrum Events
Agile Service Management Events
Agile Process Improvement
Agile Service Management Technologies
Aligning Agile SM and Agile Software Development
Getting Started with Agile Service Management
Additional Sources of Information
Exam Preparation

Skills Gained

Key Topics

Target Audience

Prerequisites

Skills Gained

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:

Agile Process Improvement – ensuring processes are lean and deliver “just enough” control
Agile Process Design – applying Agile practices to process design projects

Key Topics

Course Introduction

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
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

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

Summary

Additional Sources of Information

Exam Preparation

Target Audience

Anyone interested in learning about Agile and Scrum from a products and process perspective
Employees and managers responsible for designing, reengineering 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.

Prerequisites

Completion of pre-class reading (see link at right of this page)
Familiarity with IT service management processes and ITIL^® is recommended

Print course details

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.

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Virtual-Classroom

Sydney

Virtual-Classroom

10 Sep - 11 Sep

15 Oct - 16 Oct

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Please click here to view.

Length

Price

Inclusions

Overview

Key Topics

Skills Gained

Key Topics

Target Audience

Prerequisites

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