New Ways | DevOps & Scrum

Certified Agile Service Manager®

Get ahead of the curve with the application of Agile to Service Management

  • Duration 2 Days
  • Fee - Virtual Instructor-Led $1,950 + GST
  • Exam Online Exam Voucher
  • Team Training Get a quote
  • Download Course brochure

Upcoming Course Dates

View all course dates
There are currently no dates scheduled for this course, or in the city selected.
Try viewing all dates & locations or else contact us for more information.

*OffSec courses are Subscription Based - Please get in touch for bookings or more information*



Certified Agile Service Manager®

This two-day accredited course provides a comprehensive 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.

A Certified Agile Service Manager (CASM) is the operational counterpart to a Scrum Master. Working together, Scrum Masters and Agile Service Managers can instil agile thinking into the entire IT organisation as the basis of a DevOps culture.

“For ITIL professionals now working in an Agile environment, this course provides essential understanding for keeping ITSM relevant”

The course features:

  • Two days 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

The DevOps Institute

This course is presented by ALC in association with the The DevOps Institute . The DevOps Institute (DOI) 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.

Our Trainers Make the Difference

  • Neil Broadhead

    Neil has over 45 years Information Systems experience having worked in a variety of roles including Business Planning Manager, Change Manager, Continual Service Improvement Manager, trainer and consultant.

    Read full bio

Learning Outcomes

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

  • What it means to “be agile”
  • The Agile Manifesto, it’s core values and principles
  • Agile concepts and practices including ITSM, Kanban, Lean and DevOps
  • Scrum roles, artifacts and events as it applies to both products and processes
  • The two aspects of Agile Service Management:
  • Agile Process Improvement —ensuring processes are lean and deliver “just enough” control
  • Agile Process Design—applying Agile practices to process design projects

Who Should Attend

This course is designed for:

  • Anyone interested in learning about Agile and Scrum from a products and process perspective
  • Employees and managers responsible for designing, reengineering or improving process
  • Consultants guiding their clients through process improvement initiatives
  • Internal and external suppliers
  • Process stakeholders

Course Contents

1.  Course Introduction

  • Course Goals
  • Course Agenda

2.  What does it mean to “be agile”?

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

3.  Agile Practices

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

4.  What is Agile Service Management (Agile SM)?

  • Definition and value
  • Two aspects of Agile SM
  • Agile Process Design
  • Agile Process Improvement
  • The elements of a process
  • Process design basics
  • The 10 steps of process design
  • An Agile approach to process design
  • Characteristics of an Agile Process
  • How much is “just enough”?
  • Minimum Viable Product

5.  What is Scrum

  • Scrum Basics
  • Scrum pillars, values and components
  • Important terms
  • Scrum Roles
  • Product owner
  • ScrumMaster
  • Team
  • Scrum artifacts
  • Product Backlog
  • Creating user stories
  • Increment
  • Product backlog refinement
  • Sprint Backlog
  • Burndown chart

6.  Agile Service Management Artifacts

  • Process Backlog
  • User stories and ITSM processes
  • Process increment
  • Sprint Backlog (Agile SM context)
  • Burndown chart (Agile SM context)
  • Exercise: Writing a meaningful user story

7.  Scrum Events

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

8.  Agile Service Management Events

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

9.  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

10.  Agile Service Management

  • Agile Service Management technologies
  • Aligning Agile SM and Agile software development
  • Getting started with Agile Service Management

11.  Summary and Exam Preparations

  • Additional Sources of Information
  • Exam Requirements, Question Weighting and Terminology List
  • Sample Exam Review
  • Fantastic course and one of the best delivered virtually that i've attended! Neil did a great job of engaging the group and used his real life experiences (and stories!) to bring to life the content.

    Live Virtual Training | 2022


Certified Agile Service Manager

read more


Fees per Person

Certified Agile Service Manager Course + Certificate Exam

  • $1950 + gst

Fees include:

  • Course presentation
  • Agile Service Manager Learner Kit
  • Agile Service Manager Certificate Exam Voucher – 90 Day Validity
    • Available on request – Take2 Re-sit Exam option. Contact ALC for more information.


Exam & Other Information

Once you’ve completed your training, you can gain a globally recognised certification with the Certified Agile Service Manager Exam. Participants will be provided with an online exam voucher to sit the exams at a time and date of their choosing within 3 months of the course. The web-proctored exams are available 24/7 and run by the examination institute PEOPLECERT. 

The exam details are as follows:

  • 60 minutes
  • 40 multiple choice questions
  • Pass mark of 65% (26 out of 40)
  • Open book
  • Web-based (single-browser)


There are no formal pre-requisites for this course.  However, familiarity with IT service management processes and ITIL® is desirable.