Certified Agile Service Manager (CASM)®

Duration : 2 Days (16 Hours)

Certified Agile Service Manager (CASM)® Course Overview:

The Certified Agile Service Manager (CASM)® certification signifies a professional’s ability to apply Agile practices in service management, specifically in IT services. It emphasizes the adaptation of Agile and Scrum methodologies to enhance communication, teamwork, flexibility, and productivity. Industries rely on CASM® certified experts to align service management with Agile principles, resulting in faster service delivery and meeting evolving customer needs. The certification underscores leadership, collaboration, continuous improvement, and customer satisfaction as core competencies.

Intended Audience:

  • IT professionals in project management roles.
  • Individuals looking to implement agile methodologies in service management.
  • IT Service Managers aiming for agile certification.
  • Process Owners and Process Managers.
  • Employees seeking career advancement in IT service management.
  • Companies focused on enhancing IT service delivery and management practices.

Learning Objectives of Certified Agile Service Manager (CASM)®:

The Certified Agile Service Manager (CASM)® course focuses on these key learning objectives:

  • Understanding the significance of agile service management in dynamic settings.
  • Exploring Agile and Scrum methodologies, roles, artifacts, and events in service management.
  • Recognizing the importance of frequent, iterative service performance assessments.
  • Applying Agile practices within IT Service Management and establishing effective feedback loops.
  • Implementing Agile in one’s specific work environment.

 Module 1: Why Agile?

  • The IT challenge today

 Module 2: What does it mean to “be agile”?

  • Why is Agile?
  • The Agile Manifesto
  • Agile principles
  • What does it take to “be agile”?
  • Exercise: Reviewing Agile values

 Module 3: Agile practices

  • Scrum
  • Kanban
  • Lean
  • DevOps
  • Continuous Integration
  • Continuous Delivery
  • Exercise: Leveraging multiple frameworks

 Module 4: What is Agile Service Management (Agile SM)?

  • Definition and value
  • Two aspects of Agile SM

 Module 5: Process design basics

  • The elements of a process
  • The 10 steps of process design

 Module 6: An Agile approach to process design

  • Characteristics of an Agile Process
  • How much is “just enough”?
  • Minimum Viable Product

 Module 7: Scrum Basics

  • Scrum pillars, values, and components
  • Important terms

 Module 8: Scrum Roles

  • Product owner
  • ScrumMaster
  • Team

 Module 9: Scrum artifacts

  • Product Backlog
  • Increment
  • Product backlog refineme
  • Sprint Backlog
  • Burndown chart

 Module 10: Agile Service Management artifacts

  • Process Backlog
  • Process increment
  • Sprint Backlog (Agile SM context)
  • Burndown chart (Agile SM context)
  • Exercise: Writing a meaningful user story

 Module 11: Scrum Events

  • Timeboxes
  • Release planning meeting
  • Sprint planning meeting
  • Daily Scrum
  • Sprint Review
  • Sprint Retrospective
  • Definition of Done

 Module 12: Agile Service Management Events

  • Process planning meeting
  • Sprint planning meeting
  • The Definition of Done for process sprints
  • Daily Scrum (Agile SM context)
  • Sprint Retrospective (Agile SM context)

 Module 13: Agile Process Improvement

  • Agile Process Improvement audits
  • The Process Backlog as a CSI Register
  • CSI Sprints and Plan-Do-Check-Act
  • Exercise: Assessing process agility

Certified Agile Service Manager (CASM)® Course Prerequisites:

• Awareness of IT Service Management or IT Operations Management
• Familiarity with Agile principles and concepts
• Basic knowledge of Scrum
• Relevant work experience in IT service or project management roles
• No mandatory prerequisite course required for the CASM certification.

Discover the perfect fit for your learning journey

Choose Learning Modality

Live Online

  • Convenience
  • Cost-effective
  • Self-paced learning
  • Scalability


  • Interaction and collaboration
  • Networking opportunities
  • Real-time feedback
  • Personal attention


  • Familiar environment
  • Confidentiality
  • Team building
  • Immediate application

Training Exclusives

This course comes with following benefits:

  • Practice Labs.
  • Get Trained by Certified Trainers.
  • Access to the recordings of your class sessions for 90 days.
  • Digital courseware
  • Experience 24*7 learner support.

Got more questions? We’re all ears and ready to assist!

Request More Details

Please enable JavaScript in your browser to complete this form.

Subscribe to our Newsletter

Please enable JavaScript in your browser to complete this form.