While we always recommend learners attend our live, virtual training, we understand that time constraints don't always make that possible. This course is available to self-study. Please click here for more information.
Better. Faster. Stronger.
Learn how to integrate Agile with ITSM (ITIL®) to enhance and secure your processes. A Certified Agile Service Manager (CASM) is the operational counterpart to a development Scrum Master. Together, Scrum Masters and Agile Service Managers can embed agile thinking throughout the entire IT organization, laying the foundation for a DevOps culture.
Our CASM course introduces Agile Service Management, focusing on the application and integration of agile principles into service management processes and design projects. Agile thinking enhances IT’s effectiveness and efficiency, enabling continuous value delivery amid changing requirements.
As Development teams have embraced Agile/Scrum and Operations have focused on ITSM/ITIL, this course aims to unify these achievements to deliver comprehensive business value. By blending Agile and ITSM practices, this course supports end-to-end Agile Service Management, encouraging Dev to manage services rather than just products and enabling Ops and ITSM to become more agile by adopting "just enough" processes, improving workflow and time to value.
Agile Service Management empowers IT to: 
- Meet customer requirements more swiftly.
- Enhance collaboration between Development and Operations.
- Overcome process workflow constraints through iterative process design.
- Increase the velocity of process improvement teams, resulting in higher productivity.
Join us to transform your IT organization with Agile Service Management and deliver superior value to your customers.
This sixteen (16) hour 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.
Class culminates with an independent certification exam. Successfully passing (65%) the 60 minute exam, consisting of 40 multiple-choice questions, leads to the Certified Agile Service Manager® Certificate.
Class also includes experiential exercises, GAME ON! An Interactive Learning Experience® and access to ITSM Academy Learner Portal.
Learning Objectives: The learning objectives for this course include an understanding of:
- What is means to “be Agile”
- The Agile Manifesto, it's 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
Come ready to participate in lively discussions about process improvements, benefits and challenges.
Delivery: For 16 hours, our learners are immersed in material that is presented in a fun, practical manner using exercises, sample exams and real-world service management examples.
Audience:
- SCRUM evangelist
- Anyone interested in learning more about Agile and SCRUM from a product ("dev") and process ("ops") perspective
- Consultants guiding their clients through process improvement initiatives
- Internal and external suppliers
- Process stakeholders
Professional Education Hours: Individuals attending this class will earn 16 professional education hours (e.g., PDUs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable.
Instructors: As with all ITSM Academy training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real-life experiences into lively classroom discussion.
Trainers for this course hold multiple Agile and ITSM industry certifications and have successfully completed ITSM Academy's CASM Train-the-Trainer Program.
Course / Student Materials:
- Access to ITSM Academy's Learner Portal - my.itsmacademy.com - extends the classroom experience with online content and tools
- The Scrum Guide (pre-class resources)
- Digital Learner Manual (excellent post-class reference)
- Research Paper - WhatIs? Agile Service Management
- Learner Personal Action Plan
- Study aids and sample exams
- Sixteen (16) hours of instructor led training and exercise facilitation
- GAME ON! An Interactive Learning Experience®
- Participation in unique assignments designed to apply concepts
- In-class exam preparation
- Exam voucher
Let's Go Green: Materials for this course are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the Terms of Use as indicated on the material.
Prerequisites:
- Familiarity with IT service management processes and ITIL (recommended)
- Review The Scrum Guide™ (provided via Learner Portal)
- Review The Agile Service Management Guide (provided via Learner Portal)
Certification: Successfully passing (65%) the 60 minute examination, consisting of 40 multiple-choice questions, leads to the Certified Agile Service Manager (CASM) certificate. Successful candidates are issued Digital Badges to be shared in Social Media. To purchase an exam only, please visit our Exam Voucher page.
Course Logistics:
- Virtual Classroom: Log in with the instructor and the other students - no travel!
- Available through our Courseware Licensing Program
- All ITSM Academy courses, including this one, can be presented at your location - Contact Us, or phone 954. 491. 3442 or use the chat below
Learners should only commit to classes they are prepared to attend. ITSM Academy Open Enrollment Class Terms and Conditions.
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Thank you, I passed!
So many thanks to you for an amazing mentorship and for being my instructor, it truly an awesome experience. I passed the CASM exam with 85% over this weekend.
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Introduce agility to your ITSM elephant
This course provides great insights into how to introduce agile /scrum techniques into the ITSM environment. If you think that agile and ITSM can't co-exist, you'll know differently after completing this class. Great instructor and learning materials that are presented in a logical and digestible approach. I highly recommend this class!
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CASM Class
Looking for help to make your ITSM processes more agile? Take this class to understand how you can help your organization design or improve their processes. ITSM Academy provides excellent training in their virtual classrooms and teachers are extremely knowledgeable. Highly recommend using this organization for in-person or virtual classes!!
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first virtual class
I liked that we received all the training materials before the class started so that we can prepare for the class. It was my first virtual class and I enjoyed the experience and speaking to the other participants and learning from their job/role experience.
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Great content, ground breaking course, not overly keen on virtual course
Great course. Content great. A bit slow paced for me, but that was because I have working knowledge of scrum and Agile. It would be the right pace for someone coming in from scratch though. Trainer was very good too. I wasn't that keen on the virtual learning environment, maybe I'm a bit old school. Technologically, it worked well, and I know it is the future, but I think if I was coming in with no Scrum or Agile knowledge, I'd have found it more difficult. I'm easily distracted though! I'm now doing the DevOps foundation (probably should do it before CASM) virtually, but not in a classroom, over CBT showing videos and online exercises. Which is also good. If you like and value interaction and the ability to ask questions virtual classroom is better though. As a previous ITIL monkey now working in an Agile environment, this is an essential understanding to have to keep ITSM relevant which it certainly still is, but only if we use courses like this to become more valuable and not inhibitive to our businesses. Overall, very good experience and I would certainly recommend.
