Agile Service Management Foundation

This sixteen (16) hour instructor-led 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 process efficiency, reduces waste and provides an ongoing capability for IT to continue to deliver value even in the face of changing requirements.

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

  • The Agile Manifesto, it’s core values and principles
  • Agile concepts and practices including Scrum, Lean and DevOps
  • Agile Service Management definition, value, aspects and application including
  • Agile ITSM—ensuring processes are lean and deliver “just enough” control
  • Agile Process Design—applying Agile practices to process design projects

Exam & Certification:
Class culminates with an independent Foundation exam. 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 Outline

  • 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
  • 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.


  • Employees and managers responsible for designing, re-engineering or improving process
  • Consultants guiding their clients through process improvement initiatives
  • Internal and external suppliers
  • Process stakeholders