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Agile Service Manager (CASM)

  • Length 2 days
  • Inclusions Exam voucher
Course overview
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Why study this course

Learn how to use Agile Service Management to increase the customer value your processes create and to compete in a fast-paced disruptive world. A Certified Agile Service Manager (CASM) is the working equivalent of a development Scrum Master. Together, Scrum Masters and Agile Service Managers can instill Agile thinking into the entire IT organisation as the basis of a DevOps culture.

This two-day course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes, design and improvement. Agile thinking improves IT’s effectiveness and efficiency, and enables IT to continue to deliver value in the face of changing requirements.

IT Service Management (ITSM) focuses on ensuring IT services deliver value by understanding and optimising their end-to-end value streams. This course cross-pollinates Agile and ITSM practices to support end-to-end Agile Service Management 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 engineering that will improve the velocity of process improvement teams to get more done.

Included with this course:

  • The Agile Service Management Guide (pre-class resource)

  • Learner Manual (excellent post-class reference)

  • Participation in unique hands-on exercises designed to apply concepts

  • Exam voucher

  • Access to additional sources of information and communities


This course pricing includes an exam voucher to sit an online proctored exam through the DevOps Institute. The voucher is valid for 90 days. A sample exam paper will be discussed during class to assist with preparation.

  • Open book

  • 60 minutes

  • 40 multiple-choice questions

  • Answer 26 questions correctly (65%) to pass and be designated as a Certified Agile Service Manager

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What you’ll learn

Participants will develop an understanding of:

  • What does it mean to “be agile”?

  • The Agile Manifesto, its core values, and principles

  • Adapting Agile thinking and values into service management

  • Agile concepts and practices including DevOps, ITIL®, SRE, Lean, and Scrum

  • Scrum roles, artifacts, and events as it applies to processes

  • The two aspects of Agile Service Management:

    • Agile Process Improvement – ensuring processes are lean and deliver “just enough” control

    • Agile Process Engineering – applying Agile practices to process engineering projects

DevOps Institute at DDLS

DevOps is the cultural and professional movement that stresses communication, collaboration, integration and automation in order to improve the flow of work between software developers and IT operations professionals. DevOps certifications are offered by the DevOps Institute (DOI), which brings enterprise level DevOps training and certification to the IT market.

Stay ahead of the technology curve

Don’t let your tech outpace the skills of your people

Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

  • 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

    • Maximising the value of processes

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us via email on


Course subjects

Module 1: Why Agile Service Management?

Module 2: Agile Service Management

Module 3: Leveraging Related Guidance

Module 4: Agile Service Management Roles

Module 5: Agile Process Engineering

Module 6: Agile Service Management Artifacts

Module 7: Agile Service Management Events

Module 8: Agile Process Improvement


  • Some familiarity with ITSM processes and Scrum is recommended


This course has pre-reading or other preparation requirements which should be completed before you commence your course with us.

Please click here to view.

Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.