getting certified in agile service management
TRANSCRIPT
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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!
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“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
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What we depended on
Based on Axelos® ITIL ® material. Reproduced under license from Axelos ®.
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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
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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?
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Agile Service Management
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
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Agile Service Management
• 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”
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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
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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
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The CASM Foundation Course
• 16 hours
• Onsite or online or blended
• Custom or public schedule
• 4 to 20 students per class
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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
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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
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Register at:
http://www.ranger4.com/ce
rtified-agile-service-
manager-casm-course