WHAT IS CERTIFIED AGILE SERVICE MANAGER (CASM)

About Me

• Board Member of the DevOps Institute• President of ITSM Academy• Credentials

– ITIL Expert– Certified Process Design Engineer– Certified ScrumMaster– DevOps Foundation

• Instructor for – DevOps Foundation– Certified Agile Service Manager– All levels of ITIL and ITSM

• Author of the Agile Service Management Guide

WHAT IS CASM?

Certified Agile Service Manager (CASM) (1)

CASM is designed to • Provide the education needed to – Understand what it means to “be agile”– Learn about Scrum from a product and process

perspective– Instill agile thinking and values into service

management (Agile Service Management)

• Create a role that is the operational counterpart to Dev’s ScrumMasterITSM processes must become more agile

in order to stay relevant in a modern DevOps world.

What is the Agile Service Manager?

• Manages the Agile and Scrum aspects of the ITSM program

• Is the operational counterpart to Dev’s ScrumMaster

• Does not lead the Team but does do whatever is necessary to help them succeed

• Protects the Team and removes impediments whenever possible

• Instills Agile thinking and keeps the Team focused

• Facilitates Scrum events as neededThe Agile Service Manager is a

facilitator, coach, protector and servant-leader.

Why is CASM Important?

• Dev and Ops have been working in parallel– Dev has been focusing on Agile/Scrum– Ops has been focusing on ITSM/ITIL

• Individual achievements have not delivered full business value

• CASM cross-pollinates Agile and ITSM practices to support end-to-end Agile Service Management– Dev starts to manage services instead of products– Ops and ITSM become more agile by scaling to “just

enough” process– The flow of work and time to value is vastly improvedA successful DevOps culture is dependent upon common goals,

knowledge, vocabulary and achievements.

It’s all about this!

Individuals and interactions

Processes and tools

Working software

Comprehensive documentation

Customercollaboration

Contract negotiations

Responding to change Following a plan

WE VALUE

While there is value in the items on the right, we value the items on the left more.

OVER

The Agile Manifesto

Agility Leverages Multiple Practices

• Scrum• Kanban• ITSM• Lean• DevOps• Continuous integration• Continuous delivery

The Agile Manifesto is brought to life through related frameworks and methods.

ABOUT THE COURSE

Who Should Attend?

• Anyone interested in learning about Agile and Scrum from both a Dev and ITSM perspective

• Process 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• Consultants guiding their clients through

process improvement and DevOps initiatives• Internal and external suppliers 

• What attendees will learn– As much Scrum as in a ScrumMaster class– How to apply Agile and Scrum concepts to

ITSM process design and improvement– That it is more important to “be agile” than

“do agile”• What learners will NOT learn– ITSM concepts or processes

CASM does not reinvent ITSM or provide guidance on specific ITSM processes.

What Will We Learn?

Day 1 Day 2

• Class Introductions• Course Introduction

• Morning Review

• What is Agile?• Agile Practices• What is Agile Service

Management?

• Scrum Roles/Agile SM Roles• Scrum Artifacts/Agile SM Artifacts• Scrum Events/Agile SM Events

Lunch (One hour)• Process Design Basics• Agile Process Design• Scrum Basics

• Agile Process Improvement• Agile SM Technologies• Getting Started

Homework:• Offline Assignments

Exam Review• Exam

Course Agenda

The course can also be delivered virtually for 4 hours/day over 4 days.

About the Exam

Eligibility Requirements

• Required – complete at least 16 contact hours as part of a formal, approved training course

• Recommended – complete 6 hours of personal study

Format

• 40 multiple choice questions

• Bloom levels 1 (knowledge) and 2 (comprehension)

• 60 minutes• 75 minutes – If

English is not native tongue

• 65% is passing

You will receive a voucher to take the exam after the boot camp.

Topics areas and question weighting (max questions per topic area) are reflected in the Exam Requirements.

About the DevOps Institute

The DevOps Institute is bringing enterprise level DevOps training and certification to the IT market. Working with thought leaders from the DevOps community, the IT Service Management field and the IT training market, the DevOps Institute is setting the standard in quality for enterprise grade DevOps education and training.

www.devopsinstitute.com

Questions and Answers

Thank you for attending