Certified Agile Service Manager (CASM)

Certified Agile Service Manager (CASM) Training

Certified Agile Service Manager (CASM) 

Overview

• Introduction to Agile Service Management concepts and practices
• Understanding how Agile principles can be applied to IT Service Management (ITSM)
• Learning the integration between Agile methodologies and ITIL practices
• Understanding the role of Agile Service Management in supporting digital transformation and DevOps environments
• Developing practical skills for improving service delivery, collaboration, adaptability, and customer value
• Understanding Agile process improvement, workflow optimization, and continuous feedback mechanisms
• Introduction to Scrum, Kanban, Lean, and Agile thinking within service management environments
• Preparation for the Certified Agile Service Manager (CASM) certification examination

Training Objectives

By the end of this training, participants will be able to:

• Understand Agile principles, values, and mindset in service management environments
• Explain the relationship between Agile, ITSM, ITIL, and DevOps
• Apply Agile concepts to IT service delivery and operational processes
• Understand Agile Service Management principles and practices
• Improve collaboration between development, operations, and service teams
• Apply Scrum, Kanban, and Lean concepts within ITSM workflows
• Understand iterative improvement and continuous feedback approaches
• Improve service responsiveness, efficiency, and customer satisfaction
• Identify opportunities for Agile transformation within IT operations
• Understand Agile roles, workflows, and process optimization techniques
• Support organizational adaptability and continual improvement initiatives
• Prepare for the CASM certification examination

Training Outline

Module 1: Introduction to Agile Service Management

• What is Agile Service Management?
• Agile principles and values
• Agile Manifesto overview
• Benefits of Agile in IT Service Management
• Traditional ITSM vs Agile Service Management
• Introduction to CASM certification

Module 2: Agile and IT Service Management Integration

• Overview of ITSM concepts
• Agile and ITIL alignment
• Agile service lifecycle concepts
• Supporting digital transformation initiatives
• Agile operational models
• Customer-centric service delivery

Module 3: Agile Frameworks and Concepts

• Scrum fundamentals
• Kanban principles
• Lean concepts
• Iterative and incremental delivery
• Agile workflows and visualization
• Continuous improvement concepts

Module 4: Agile Roles and Responsibilities

• Agile teams and collaboration
• Scrum Master concepts
• Product Owner concepts
• Service management roles
• Cross-functional teams
• Servant leadership principles

Module 5: Agile Processes in Service Management

• Agile incident management concepts
• Agile change enablement
• Agile problem management
• Service request management optimization
• Workflow management
• Value stream thinking

Module 6: Agile Planning and Prioritization

• Agile planning techniques
• Backlog management
• Prioritization methods
• User stories and service requirements
• Sprint and iteration planning
• Work-in-progress (WIP) management

Module 7: Continuous Improvement and DevOps Alignment

• Continual improvement concepts
• Feedback loops
• Retrospectives
• DevOps culture and principles
• Collaboration between Dev and Ops teams
• Automation and process optimization

Module 8: Agile Metrics and Performance Monitoring

• Agile service metrics
• Flow metrics
• Lead time and cycle time
• Service performance indicators
• Visual management dashboards
• Monitoring and reporting techniques

Module 9: Practical Agile Service Management Scenarios

• Agile workflow simulations
• ITSM process improvement exercises
• Service desk Agile transformation examples
• Incident and change management scenarios
• DevOps and Agile operational case studies
• Real-world Agile Service Management implementations

Module 10: Organizational Agility and Transformation

• Building Agile culture
• Change management in Agile environments
• Agile transformation challenges
• Organizational adaptability
• Leadership and communication strategies
• Best practices for Agile adoption

Module 11: Certification Preparation

• CASM exam structure and domains
• Key concepts and terminology review
• Practice questions and mock exams
• Exam preparation tips and techniques
• Review sessions and discussions
• Certification readiness assessment