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.
Objectives
Course Objectives
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:
Agile Process Improvement–ensuring processes are lean and deliver “just enough” control.
Agile Process Design–applying Agile practices to process design projects.
Target audience
The target audience for the CASM course is for Anyone interested in learning about Agile and Scrum from a products and process 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, 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
1 - WHY AGILE?
The IT challenge today
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
3 - AGILE PRACTICES
Scrum
Kanban
Lean
ITIL/ITSM
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
5 - PROCESS DESIGN BASICS
The elements of a process
The 10 steps of process design
6 - AN AGILE APPROACH TO PROCESS DESIGN
Characteristics of an Agile Process
How much is "just enough"?
Minimum Viable Product
7 - SCRUM BASICS
Scrum pillars, values, and components
Important terms
8 - SCRUM ROLES
Product owner
Scrum Master
Team
9 - SCRUM ARTIFACTS
Product Backlog
Creating user stories
Increment
Product backlog refinement
Sprint Backlog
Burndown chart
10 - 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
11 - SCRUM EVENTS
Timeboxes
Release planning meeting
Sprint planning meeting
Daily Scrum
Sprint Review
Sprint Retrospective
Definition of Done
12 - 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 Retrospective (Agile SM context)
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
14 - AGILE SERVICE MANAGEMENT TECHNOLOGIES
15 - ALIGNING AGILE SM AND AGILE SOFTWARE DEVELOPMENT
16 - GETTING STARTED WITH AGILE SERVICE MANAGEMENT
