Arrow Electronics, Inc.

Certified Agile Service Manager (CASM)®


LENGTH: 16 Hours (2 days)

PRICE: £1,095.00


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.
As Dev and Ops have been working in parallel with Dev focused on
Agile/Scrum and Ops focused on ITSM/ITIL, this course strives to bring
together individual achievements to deliver full business value. The
course cross-pollinates Agile and ITSM practices to support end-to-end
Agile Service Management, so Dev starts to manage services instead
of products and Ops and ITSM become more agile by scaling to “just
enough” process leading to improved flow of work and time to value.

Agile Service Management helps IT to meet customer requirements
faster, improve the collaboration between Dev and Ops, overcome
constraints in process workflows by taking an iterative approach to
process design that will improve the velocity of process improvement
teams to get more done.

This course positions learners to successfully complete the Certified
Agile Service Manager exam.


The learning objectives for Certified Agile Service Manager (CASM)
include an understanding of:

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:
1 - Agile Process Improvement–ensuring processes are lean and
 deliver “just enough” control
2- Agile Process Design–applying Agile practices to process design projects


The target audience for the CASM course is:
● Anyone interested in learning about Agile and Scrum from a products and process
● 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
● Employees and managers responsible for designing, re-engineering or improving process
● Consultants guiding their clients through process improvement and DevOps initiatives
● Internal and external suppliers Process stakeholders


Familiarity with IT service management processes and ITIL® is recommended


● Sixteen (16) hours of instructor-led training and exercise facilitation
● The Agile Service Management Guide and Scrum Guide (pre-class resources)
● Learner Manual (excellent post-class reference)
● Participation in unique hands-on exercises designed to apply concepts
● Sample documents, templates, tools and techniques
● Access to additional sources of information and communities

Test and Certification

Successfully passing (65%) the 60-minute exam, consisting of 40 multiple-choice questions, leads to
the candidate’s designation as a Certified Agile Service Manager. The certification is governed
and maintained by the DevOps Institute.

Session Dates