Certified Agile Service Manager (CASM)® - Accredited

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While we always recommend learners attend our live, virtual training, we understand that time constraints don't always make that possible. This course is available to self-study.  Please click here for more information. 

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.

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.


Learn how to use Agile with ITSM (ITIL) to make your processes more robust and... well Agile and Lean (better, faster, more secure).  A Certified Agile Service Manager (CASM) is the operational counterpart to a development Scrum Master. Working together, Scrum Masters and Agile Service Managers can instill agile thinking into the entire IT organization as the basis of a DevOps culture.

This sixteen (16) hour 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.

Class culminates with an independent certification exam. Successfully passing (65%) the 60 minute exam, consisting of 40 multiple-choice questions, leads to the Certified Agile Service Manager® Certificate.

Reviews 2021 - CASM Class also includes experiential exercises, GAME ON! An Interactive Learning Experience® and access to ITSM Academy Learner Portal.

Learning Objectives:  The learning objectives for this course 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

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

Delivery: For 16 hours, our learners are immersed in material that is presented in a fun, practical manner using exercises, sample exams and real-world service management examples.


  • 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

Professional Education Hours: Individuals attending this class will earn 16 professional education hours (e.g., PDUs, CPEs, CEUs) upon completion of this course. These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable.

Instructors:  As with all ITSM Academy training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real-life experiences into lively classroom discussion.

Trainers for this course hold multiple Agile and ITSM industry certifications and have successfully completed ITSM Academy's CASM Train-the-Trainer Program.

Course / Student Materials:

  • Access to ITSM Academy's Learner Portal - my.itsmacademy.com - extends the classroom experience with online content and tools 
    • The Scrum Guide (pre-class resources)
    • Digital Learner Manual (excellent post-class reference) 
    • Research Paper - WhatIs? Agile Service Management
    • Learner Personal Action Plan 
    • Study aids and sample exams
  • Sixteen (16) hours of instructor led training and exercise facilitation
  • GAME ON! An Interactive Learning Experience® 
  • Participation in unique assignments designed to apply concepts
  • In-class exam preparation
  • Exam voucher

academy-green.pngLet's Go Green: Materials for this course are provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the Terms of Use as indicated on the material.


  • 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)

Certification: Successfully passing (65%) the 60 minute examination, consisting of 40 multiple-choice questions, leads to the Certified Agile Service Manager (CASM) certificate. Successful candidates are issued Digital Badges to be shared in Social Media. To purchase an exam only, please visit our Exam Voucher page.


 Classes Held In:

  • Virtual Classroom: Log in with the instructor and the other students - no travel!
  • Available through our Courseware Licensing Program
  • All ITSM Academy courses, including this one, can you presented at your location - Contact Us, or phone 954. 491. 3442 or use the chat below

Learners should only commit to classes they are prepared to attend.  ITSM Academy Open Enrollment Class Terms and Conditions.

  • 5
    Introduce agility to your ITSM elephant

    Posted by Doug Tedder on Feb 29th 2020

    This course provides great insights into how to introduce agile /scrum techniques into the ITSM environment. If you think that agile and ITSM can't co-exist, you'll know differently after completing this class. Great instructor and learning materials that are presented in a logical and digestible approach. I highly recommend this class!

  • 5
    CASM Class

    Posted by Cheryl Grimes on Mar 26th 2019

    Looking for help to make your ITSM processes more agile? Take this class to understand how you can help your organization design or improve their processes. ITSM Academy provides excellent training in their virtual classrooms and teachers are extremely knowledgeable. Highly recommend using this organization for in-person or virtual classes!!

  • 5
    first virtual class

    Posted by Unknown on Aug 15th 2017

    I liked that we received all the training materials before the class started so that we can prepare for the class. It was my first virtual class and I enjoyed the experience and speaking to the other participants and learning from their job/role experience.

  • 4
    Great content, ground breaking course, not overly keen on virtual course

    Posted by Joe Lewis on Dec 1st 2015

    Great course. Content great. A bit slow paced for me, but that was because I have working knowledge of scrum and Agile. It would be the right pace for someone coming in from scratch though. Trainer was very good too. I wasn't that keen on the virtual learning environment, maybe I'm a bit old school. Technologically, it worked well, and I know it is the future, but I think if I was coming in with no Scrum or Agile knowledge, I'd have found it more difficult. I'm easily distracted though! I'm now doing the DevOps foundation (probably should do it before CASM) virtually, but not in a classroom, over CBT showing videos and online exercises. Which is also good. If you like and value interaction and the ability to ask questions virtual classroom is better though. As a previous ITIL monkey now working in an Agile environment, this is an essential understanding to have to keep ITSM relevant which it certainly still is, but only if we use courses like this to become more valuable and not inhibitive to our businesses. Overall, very good experience and I would certainly recommend.