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Certified Agile Service Manager


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.




  • Sixteen (16) hours of instructor led training and exercise facilitation
  • Agile Service Management – The Basics (pre-class resource)
  • Learner Manual (excellent post-class reference)
  • Participation in unique assignments designed to apply concepts
  • Participation in our in-class GAME ON! An Interactive Learning Experience®
  • Learner Personal Action Plan
  • Sample documents, templates, tools and techniques
  • Access to additional sources of information and communities

Come ready to participate in lively discussions about process improvements, benefits and challenges.


  • 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

Remote Live

This class runs from 10:00 AM to 03:00 PM EDT

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