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Certified Agile Service Manager

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Certified Agile Service Manager Training is a 16-hour, instructor led course that will provide you with 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.

Certified Agile Service Manager Training Objectives:

The learning objectives for Agile Service Management include an understanding of:

  • What is means to “be Agile”
  • The Agile Manifesto, it’s core values and principles 
  • Agile concepts and practices including ITSM, Kanban, Lean and DevOps
  • 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

Class also includes experiential exercises, GAME ON! An Interactive Learning Experience®.

Exam & Certification:
Students are eligible to take an independent Foundation exam, please call us to purchase. Successfully passing (65%) the 60 minute examination, consisting of 40 multiple-choice questions, leads to the Agile Service Management Foundation Certificate.

The exam is web-based; learners choose the time and place for their exams.

Project Management Institute (PMI®) Professional Development Units:
ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 16 contact hours or PDUs upon completion of this course.




Course Introduction

  • What is Agile?
  • Agile Principles
  • Service Management Principles
  • Agile Practices
  • Continuous integration
  • Continuous delivery
  • Scrum
  • Kanban
  • Lean
  • DevOps

What is Agile Service Management?

Agile Service Management Value

Two Aspect s of Agile Service Management

Agile Process Design

Scrum Basics

Why Scrum?

The Pillars of Scrum

Scrum Values

Scrum Components

Scrum Roles

  • The Product Owner
  • The Scrum Team
  • The ScrumMaster

Understanding and Measuring Velocity

Agile Service Management Roles

  • The Agile Process Owner
  • The Agile SM Process Design Team
  • The Agile SM ScrumMaster

Scrum Artifacts

  • The Product Backlog
  • User Stories and ITSM Processes
  • The Sprint Backlog
  • Burndown Charts

Agile Service Management Artifacts

  • The Process Backlog
  • User Stories and SM Processes
  • The Agile Service Management Sprint Backlog

Scrum Events

  • Release Planning Meeting
  • Sprint Planning Meeting
  • The Sprint
  • Daily Scrum
  • Sprint Review
  • Sprint Retrospective

Time boxes

Definition of Done

Agile Service Management Events

  • Process Planning Meeting
  • Sprint Planning Meeting
  • The Sprint
  • Daily Scrum
  • Sprint Review
  • Sprint Retrospective
  • Process Activity Increments
  • To Release or Not to Release

Process Design Basics

The Element s of a Process

The Characteristics of an Agile Process

How Much is Just Enough?

  • Minimum Viable Product

Ten Steps of Process Design

Keys to Process Development Success

Lifecycle of a Process Design Sprint

Agile Process Improvement

Agile and Continual Improvement

    • Too Much or Just Enough
    • CSI Sprints and PlanDoCheckAct
    • Agile SM Technologies


  • Complete pre-class assignments
  • Familiarity with IT service management processes and ITIL (recommended)
  • Review The Scrum Guide™ (provided via Learner Portal)
  • Review The Agile Service Management Guide (provided via Learner Portal)


  • SCRUM evangelist
  • Anyone interested in learning more about Agile and SCRUM from a product ("dev") and process ("ops") perspective 
  • Consultants guiding their clients through process improvement initiatives 
  • Internal and external suppliers 
  • Process stakeholders

2 Days Course

Class Dates

Request a Date or a Private Class below.

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