Certified Agile Service Manager

Course Duration

2 Days

Audience

Employees of federal, state and local governments; and businesses working with the government.

Prerequisites

There are no formal prerequisites for this course. Familiarity with IT service management concepts is beneficial.

Course Description

This 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. This course prepares you for the Certified Agile Service Manager (CASM)® certification.

Learning Objectives

• 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
• Learn about SCRUM from a product and process perspective
• Agile thinking and values into service management
• 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

Course Outline

Course Topics

• The IT challenge today
• Why is Agile?
• The Agile Manifesto
• Agile principles
• What does it take to "be agile"?
• Exercise: Reviewing Agile values
• Scrum
• Kanban
• Lean
• ITIL/ITSM
• DevOps
• Continuous Integration
• Continuous Delivery
• Exercise: Leveraging multiple frameworks
• Definition and value
• Two aspects of Agile SM:
• Agile Process Design
• Agile Process Improvement
• The elements of a process
• The 10 steps of process design
• Characteristics of an Agile Process
• How much is "just enough"?
• Minimum Viable Product
• Scrum pillars, values, and components
• Important terms
• Product owner
• Scrum Master
• Team
• Product Backlog
• Creating user stories
• Increment
• Product backlog refinement
• Sprint Backlog
• Burndown chart
• 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
• Timeboxes
• Release planning meeting
• Sprint planning meeting
• Daily Scrum
• Sprint Review
• Sprint Retrospective
• Definition of Done
• Process planning meeting
• Sprint planning meeting
• Strategic and process activity sprints
• The Definition of Done for process sprints
• Daily Scrum (Agile SM context)
• Sprint Retrospective (Agile SM context)
• Agile Process Improvement audits
• The Process Backlog as a CSI Register
• CSI Sprints and Plan-Do-Check-Act
• Exercise: Assessing process agility