Adapting Agile thinking and values into service management

Adopting DevOps and agile culture increases customer value and delivers greater business performance, organisations are more likely to grow their business faster with the full adaptation of DevOps and agile practices.

Our recent virtual class! In support of safe management in light of COVID19, classes may be run virtually.


Better. Faster. Stronger. Learn how to use Agile with ITSM (ITIL®) to strengthen and secure your processes. A Certified Agile Service Manager is the working equivalent of a development Scrum Master. Together, Scrum Masters and Agile Service Managers can instill agile thinking into the entire IT organization as the basis of a DevOps culture.

Course Duration : 2 Days Instructor-Led Classroom Training

DevOps Premier Partner

 Sapience’s Accredited Trainers have gone through a vetting process with DevOps Institute, and official material will be provided.

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.As Dev and Ops have been working in parallel with Dev focused on Agile/Scrum and Ops focused on ITSM/ITIL, this course strives to bring together individual achievements to deliver full business value. The course cross-pollinates Agile and ITSM practices to support end-to-end Agile Service Management so Dev starts to manage services instead of products and Ops and ITSM become more agile 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 design that will improve the velocity of process improvement teams to get more done.This course may be eligible for PMI’s PDUs.

  • Why Agile?
    • The IT challenge today
    • What does it mean to “be agile”?
  • What is Agile?
    • The Agile Manifesto
    • Agile principles
    • What does it take to “be agile”?
  • Agile practices
    • Scrum
    • Kanban
    • Lean
    • DevOps
    • Continuous Integration
    • Continuous Delivery
  • What is Agile Service Management?
    • Definition and value
    • Two aspects of Agile SM
    • Agile Process Design
    • Agile Process Improvement
  • Process design basics
    • The elements of a process
    • The 10 steps of process design
    • An Agile approach to process design
    • Characteristics of an Agile Process
    • How much is “just enough”?
    • Minimum Viable Product
  • Scrum Basics
    • Scrum pillars, values, and components
    • Scrum Roles
    • Scrum Artifacts
    • Scrum Events
    • Definition of Done
  • Agile Process Improvement
    • Agile Process Improvement audits
    • The Process Backlog as a CSI Register
    • CSI Sprints and Plan-Do-Check-Act
  • Agile Service Management technologies
  • Aligning Agile SM and Agile software development
  • Getting started with Agile Service Management.

On completion of this course, the following learning outcomes  will be achieved:

  • 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
  • Two aspects of Agile Service Management:
    • Agile Process Improvement
    • Agile Process Design.

The target audience for this course are:

  • 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.

CERTIFICATION Participants who successfully complete the course and pass the examination will be recognized as a Certified Agile Service Manager issued and governed by DevOps Institute. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.EXAMINATION FORMAT

  • 40 Multiple Choice
  • 1 mark per correct answer
  • 26 marks required to pass  (out of 40 available) – 65%
  • Sixty minutes duration
  • Web-based Open-book exams.

There are no prerequisites to attending the Certified Agile Service Manager course or for sitting the certification examination. Familiarity with IT Service Management processes and concepts is advantageous.

Complimentary refresher

Participants can attend a complimentary refresher if they wish

Post-training support

Should you have questions after the course, you may contact the trainer for assistance regarding course material