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Certified Agile Service Manager
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Certified Agile Service Manager Training

Certified Agile Service Manager Training

Online & Classroom | Latest & Accredited Courseware | 100+ hrs of assignments

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Modes of Delivery

Key Features

16 hours of Instructor-led, interactive Certified Agile Service Manager training
Experiential workshop to help you gain hands-on knowledge
Make your resume stand out by getting trained as a CASM
Successfully bring about the Agile change needed in your organization
Complete a live industry project with support from your mentors


Certified Agile Service Manager course

Zeolearn’s comprehensive and interactive Certified Agile Service Manager training gives participants an introduction to Agile Service Management, which is the umbrella term for the application and integration of Agile thinking into service management processes and process design projects. The overall goal of Agile service management is to ensure that ITSM processes are able to effectively cater to customer needs, services and demands.

A CASM is a person who has demonstrated capability to ensure that agile is seamlessly integrated into the ITSM processes and works with a Scrum master to instil agile thinking into the entire IT, and lay the basis of a DevOps culture. With Zeolearn you will learn how to become ‘Agile’ and embrace the aspects of Agile service management to bring about better collaboration between the DevOps teams.

What you will learn?

  • All about Agility, the Agile manifesto and its core principles, values and concepts
  • How to make existing ITSM processes more Agile and customer friendly
  • The aspects of Agile service Management and how to integrate with Agile software development to promote better customer service and business continuity
  • To improve your Scrum skills and ensure improved quality of ongoing IT services

Is this course right for you?

This course is apt for:

  • IT Service Managers currently working or about to work in an Agile environment.
  • Anyone interested in learning more about Agile and Scrum from a products and process perspective
  • Consultants guiding their clients through process improvement initiatives
  • Internal and external suppliers
  • Process stakeholders


Participants are expected to be familiar with ITSM processes and ITIL.


  • The IT challenge today
  • What is Agile
  • The Agile Manifesto
  • Agile principles
  • What does it take to “be agile”
  • Exercise: Reviewing Agile values
  • Scrum
  • Kanban
  • Lean
  • DevOps
  • Continuous Integration
  • Continuous Delivery
  •  Exercise: Leveraging multiple frameworks
  • Definition and value
  • Two aspects of Agile SM
  • Agile Process Design
  • Agile Process Improvement
  • The elements of a process
  • The 10 steps of process design
  • Characteristics of an Agile Process
  • How much is “just enough”
  • Minimum Viable Product
  • Scrum pillars, values and components
  • Important terms
  • Product owner
  • ScrumMaster
  • Team
  • Product Backlog
  • Creating user stories
  • Increment
  • Product backlog refinement
  • Sprint Backlog
  • Burndown chart
  • 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
  • Timeboxes
  • Release planning meeting
  • Sprint planning meeting
  • Daily Scrum
  • Sprint Review
  • Sprint Retrospective
  • Definition of Done
  • 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)
  • Agile Process Improvement audits
  • The Process Backlog as a CSI Register
  • CSI Sprints and Plan?Do?Check?Act
  • Exercise: Assessing process agility

Frequently Asked Questions

It is important that Agile is integrated into ITSM processes so that the processes efficiently and effectively deliver services to ensure customer satisfaction and outcomes. Agile Service Management ensures this by promoting Agility in ITSM and ensuring collaboration and the implementation of agile values and principles into every service management process. This ensures that IT services rendered are better able to cater to customer needs.

That’s why Zeolearn brings you the Certified Agile Service Manager course that will help you become a skilled CASM and ensure better outcomes from ITSM processes.

This course will help you gain hands-on expertise through the numerous examples and exercises conducted through the course of the workshop. Enrol now and get set for a glittering career.

On completing the course, you will learn about:

  • ITSM services
  • Agile Practices
  • Agile Service Management Events
  • Scrum techniques and concepts
  • Scrum artifacts

Zeolearn brings you mentor driven courses that not only helps professionals gain theoretical expertise but also the practical experience in a wide variety of courses including courses on Management, which are very popular. The fact that our workshops are mentor driven gives us an edge over other training institutes since you can learn from industry experts about the application and challenges of upcoming technologies. We have so far trained thousands of professionals with the skills needed to land lucrative jobs and you could be next!

You will receive a Zeolearn issued Certified Agile Service Manager certification in the form of a course completion certificate.

Towards the end of the course, all participants will be required to work on a project to get hands on familiarity with the concepts learnt. You will learn to apply the CASM practices and strategies you have learnt in the workshop, on a project. This project, which can also be a live industry project, will be reviewed by our instructors and industry experts. On successful completion, you will be awarded a certification.

Classes are held on weekdays and weekends. You can check available schedules and choose the batch timings which are convenient for you.

You may be required to put in 10 to 12 hours of effort every week, including the classroom sessions/live class, self study and assignments.

We offer classes in classroom and online format. While classroom sessions are held in specific venues in your city, for online sessions all you need is a Windows computer with good internet connection and you can access the class anywhere, at anytime. A headset with microphone is also recommended.

You may also attend these classes from your smart phone or tablet.

Don’t worry, you can always access your class recording or opt to attend the missed session again in any other live batch.

This course is apt for:

  • IT Service Managers currently working or about to work in an Agile environment.
  • Anyone interested in learning more about Agile and Scrum from a products and process perspective
  • Consultants guiding their clients through process improvement initiatives
  • Internal and external suppliers
  • Process stakeholders

One must have:

  • Operating system such as Mac OS X, Windows or Linux (Mac needed to package iOS apps)
  • 4 GB RAM
  • Dual Core CPU

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