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


Related Courses

Agile Project Management with Scrum

  14 hours

Scrum for Managers and Executives

  7 hours

Scrum Product Owner

  7 hours

Scrum - Step by Step

  14 hours

Managing Projects using Waterfall and Agile Techniques

  14 hours

Agile Software Testing

  14 hours

Agile Project Management with Kanban

  14 hours

Agile Essentials

  14 hours

Agile Software Testing with Continuous Integration

  28 hours

Business and IT System Agility in the Digital Age

  7 hours

Business Modeling for an Agile Enterprise

  14 hours

Efficient Requirement Management using Agile Methods and Agile UML Modeling

  21 hours

Agile Software Testing Overview

  7 hours

Agile, TDD and Swift

  35 hours

Certified Agile Process Owner (CAPO)®

  14 hours