Getting Certified in Agile Service Management

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Is this your job?• Year on year cost reduction

• Reduce the time to deliver requests

• Keep IT up as close to 100% as possible

• Provide agility so the business can be competitive and compliant

• Bring to the business ideas so they can create more money (BYOD, Cloud, BIG Data, social media…)

• Develop staff

• Talk to the customer

• Budget reports, SLAs, monthly service metrics

• Manage service provider partners

• And more!


“The number of issues we had from production

emergencies that were triggered by an ops change

essentially went to zero. Because we were able to roll

changes out in an automated fashion, and then test

those changes in the various environments, by the time

code got to production, it had been through three other

environments – dev, integration, customer test – before

it got to production.”

Jez Miller

Puppet Labs 2015 State of DevOps Report

The Dream


What we depended on

Based on Axelos® ITIL ® material. Reproduced under license from Axelos ®.


What is Certified Agile

Service Management?


First: What is Agile?

Agile is not

• A framework, standard or

methodology

• The same as Scrum

• Limited to software

projects

• Governed by one

certification, qualification

or institute

Agile is

• A set of guiding values and

principles

• Applicable beyond software

development

• Brought to life by

frameworks, methods and

processes

• More perspective than

prescription

Agile’s core values and principles are defined in the Agile Manifesto

www.agilemanifesto.org© DevOps institute


Agile & ITSM values?!

Individualsand interactions

Workingsoftware

Customercollaboration

Respondingto change

Processes

and tools

Comprehensive

documentation

Contract

negotiations

Following a plan

OVER (Really)?

DOES ITSM VALUE

While there is value in the items on the left, do we really value the items on the right more?

© DevOps institute


Agile Service Management


– Adopts Agile practices to ITSM

process design

– Implements service

management in small,

integrated increments

– Ensures ITSM processes reflect

Agile values from initial design

through CSI

Agile Service Management encourages a learning environment

through smaller, faster implementations.

Agile Service Management (Agile SM) ensures that ITSM processes reflect Agile values and are

designed with “just enough” control and structure in order to effectively and efficiently deliver

services that facilitate customer outcomes when and how they are needed.

Agil

e SM

ITIL

Lean

Kanban

Scrum

© DevOps institute



• Meet customer

requirements faster

• Improve the collaboration

between Dev and Ops

• Overcome constraints in

process workflows

• Work in small, self-

organising teams

• Take an iterative

approach to process

design

• Streamline existing ITSM

processes

• Improve the velocity of

process improvement

teams

• Get more “done”

© DevOps institute


The Agile Service Manager

• Manages the Agile and Scrum aspects of the ITSM

program

• Is the operational counterpart to Dev’s ScrumMaster

• Does not lead the Team but does do whatever is

necessary to help them succeed

• Protects the Team and removes impediments whenever

possible

• Instills Agile thinking and keeps the Team focused

• Facilitates Scrum events as needed

© DevOps institute


What’s DIFFERENT

about

Certified Agile Service

Management?


Typical ITSM Change


Agile Change Lifecycle

Request and Record Change

Assess and Approve a Change

Implement Change

Review and Close the Change

Release?

Release?

Release?

Release?

Release?

Sprint

Sprint

Sprint

Sprint

© DevOps institute


Idea Integration Validation Operations Realisation

The IT Value Stream


How do I learn more?


Ranger4 and the DOI


The CASM Foundation Course

• 16 hours

• Onsite or online or blended

• Custom or public schedule

• 4 to 20 students per class


CASM Course Agenda

Day 1 Day 2• Class Introductions

• Course Introduction

• Morning Review

• What is Agile?

• Agile Practices

• What is Agile Service Management?

• Scrum Roles/Agile SM Roles

• Scrum Artifacts/Agile SM

Artifacts

• Scrum Events/Agile SM

Events

Lunch (One hour)

• Process Design Basics

• Agile Process Design

• Scrum Basics

• Agile Process Improvement

• Agile SM Technologies

• Getting Started

Homework

- Offline Assignments

Exam Review

- Exam

© DevOps institute


Course Goals

• Develop a basic knowledge of

Agile and Scrum

• Learn how to apply Agile

practices to IT service

management (ITSM) process

design and improvement

• Hear and share real life

scenarios

• Earn 16 PDUs

• Create a personal action plan

• Have fun!

• Pass the Certified

Agile Service Manager

(CASM) Exam

• 40 multiple choice

questions

• 60 minutes

• 75 minutes if

English not native

language

• Become a Certified

Agile Service Manager

(CASM)

A Certified Agile Service Manager (CASM) is the operational equivalent

of a Certified ScrumMaster (CSM)© DevOps institute


Register at:

http://www.ranger4.com/ce

rtified-agile-service-

manager-casm-course


NEW!!!!

In April Ranger4 will provide

Certified Agile Process

Owner


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Getting Certified in Agile Service Management

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