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Agile Service Manager (CASM)

  • Length 2 days
  • Price  $2013 inc GST
  • 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 PeopleCert. 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

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DevOps Institute at Lumify Work

DevOps is the cultural and professional movement that stresses communication, collaboration, integration, and automation in order to improve the workflow 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.

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

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

PeopleCert DevOps Exams

DevOps Institute exams are now conducted via PeopleCert's online proctoring, with an improved web-based platform released in February 2024. Candidates can schedule their exam for any time within the voucher validity period of 12 months, to be taken anywhere, on any Windows or Mac computer. Live proctors will guide and invigilate the exam process. For full details please see PeopleCert's Guidelines for Web-Based Exam Driver.

Terms & Conditions

The supply of this course by Lumify Work 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.

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