Course Outline

Module 1:  Why Agile Service Management?

  • Challenges Today
  • What is IT Service Management?
  • What is Agile?
  • Agile Manifesto and Principles
  • What Does It Take To Be Agile?

Module 2:  Agile Service Management

  • What is Agile Service Management?
  • Agile Service Management Goals, Objectives and Benefits
  • Two Aspects
    • Agile Process Engineering
    • Agile Process Improvement

Module 3:  Leveraging Related Guidance

  • DevOps
  • ITIL
  • Site Reliability Engineering
  • Lean
  • Scrum

Module 4:  Agile Service Management Roles

  • Relationship to Scrum roles
  • Agile Practice Owner
  • Agile Service Management Team
  • Agile Service Manager

Module 5:  Agile Process Engineering

  • Agile Processes
  • How Processes Deliver Value
  • Waterfall vs Agile Process Engineering
  • Relationship to Scrum Events & Artifacts
  • Minimum Viable Process
  • Microprocess Architectures
  • Service Management Architecture

Module 6:  Agile Service Management Artifacts

  • Practice Backlog
  • Spring Backlog
  • Increment

Module 7:  Agile Service Management Events

  • Planning
  • The Sprint
  • Sprint Planning 
  • Process Standups
  • Sprint Review
  • Sprint Retrospective

Module 8:  Agile Process Improvement

  • Why Process Improvement is Important
  • Process Improvement Goals
  • Process Improvement Reviews
  • Sustaining Improvements
  • Automation

ITIL® - "ITIL®” is a (registered) Trade Mark of AXELOS Limited. All rights reserved



  • Some Familiarity with ITSM processes and Scrum is recommended


The target audience for the CASM course is:

  • Practice owners and process designers
  • Developers who are interested in helping make processes more agile
  • Managers who are looking to bridge multiple practices into a DevOps environment
  • Employees and managers responsible for engineering or improving process
  • Consultants guiding their clients through process improvement and DevOps initiatives 
  • Anyone responsible for: 
    • Managing process-related requirements 
    • Ensuring the efficiency and effectiveness of processes 
    • Maximizing the value of processes
 14 Hours

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