Certified Agile Service Manager


Duration: 2 days

This course provides anintroduction to Agile Service Management, the application, and integration ofagile thinking into service management processes and process design projects.Agile thinking improves IT’s effectiveness and efficiency and enables IT tocontinue to deliver value in the face of changing requirements.

As Dev and Ops have beenworking in parallel with Dev focused on Agile/Scrum and Ops focused onITSM/ITIL, this course strives to bring together individual achievements todeliver full business value. The course cross-pollinates Agile and ITSMpractices to support end -to-end Agile Service Management so Dev starts tomanage services instead of products and Ops and ITSM become more agile byscaling to “just enough” process leading to improved flow of work and time tovalue.

Agile Service Management helps IT to meetcustomer requirements faster, improve the collaboration between Dev and Ops,overcome constraints in process workflows by taking an iterative approach toprocess design that will improve the velocity of process improvement teams toget more done.

This course is provided in partnership with Sapience Consulting Pte. Ltd


On completion of this course,the following learning outcomes will be achieved:

  • What does it mean to “be agile?”

  • The Agile Manifesto, its corevalues, and principles

  • Agileconcepts and practices including ITSM, Kanban, Lean an DevOps

  • Learnabout SCRUM from a product and process perspective

  • Agilethinking and values into service management

  • Scrum roles, artifacts, and events as it applies to both products and processes

Twoaspects of Agile Service Management:

      Agile Process Improvement

      Agile Process Design


Why Agile?


      The IT challenge today

      What does it mean to "beagile"?

What is Agile?


      The Agile Manifest

      Agile principles

      What does it take to "be agile"?

Agile practices






      Continuous Integration

      Continuous Delivery


 What is Agile Service Management?

       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 processdesign

      An Agile approach to process design

      Characteristics of an Agile Process

      How much is "just enough"

      Minimum Viable Product

 Scrum Basics

      Scrum pillars, values, andcomponents

      Scrum Roles

      Scrum Artifacts

      Scrum Events

      Definition of Done

  Scrum Basics


      Agile Process Improvement audits

      The Process Backlog as a CSIRegister

      CSI Sprints and Plan-Do-Check-Act


 Agile Service Management technologies

 Aligning Agile SM and Agilesoftware development

 Getting started with Agile Service Management


The target audience for this course are:

  • 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 multiplepractices into a DevOps environment

  • Employees and managers responsible fordesigning, re-engineering or improving process

  • Consultants guiding their clients throughprocess improvement and DevOps initiatial

  • Internal and external suppliersProcess stakeholders


There are no prerequisites toattending the Certified Agile Service Manager course or for sitting thecertification examination. Familiarity with IT Service Management processes andconcepts is advantageous.

Pre-class readingresources “Agile Service Management Guide” and “Scrum Guide” is recommended butnot mandatory prior to the course


Participants who successfullycomplete the course and pass the examination will be recognized as a CertifiedAgile Service Manager issued and governed by DevOps Institute. Delegates who donot attain a passing score for the examination would be awarded a courseattendance certificate only.


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