CASM case studies
CASM · Put your knowledge to work in context.
The Certified Agile Service Manager (CASM) credential is aimed at people who own or improve IT service management work: service managers, process owners, team leads, Scrum Masters, and practitioners moving from traditional ITSM toward Lean, Agile, and DevOps ways of working. It tests whether you can connect service management fundamentals to flow-based delivery rather than treat them as opposing worlds. The exam spans ten domains: Agile and Lean fundamentals; the journey and organizational readiness; service design and requirements; transition and deployment; value stream mapping and continuous improvement; Kanban, Scrum, and flow management; DevOps culture and automation; metrics and reporting; governance, risk, and compliance; and change enablement and transformation. Expect scenario-style multiple-choice questions that ask you to choose the best action or interpretation, not to recite definitions. The CASM case studies are 5 cases and about 4,674 words.
1Northwind Mutual: Mandated Sprints, Unchanged System
Northwind Mutual runs shared IT services for 380 staff across 24 teams. Last Q3 the CIO mandated that every team, including the nine teams doing incident and request work, adopt two-week Scrum sprints by the end of Q1.
909 words, about 5 min2Meridian Logistics: Eighteen Steps to a Usable Environment
A platform engineering group at Meridian Logistics has mapped the value stream from 'developer requests a standard environment' to 'environment usable'. The map has 18 steps, 6 handoffs and 3 approval gates.
890 words, about 4 min3Payments Support: The Expedite Lane and the Utilization Dashboard
Payments Support is an 11-person team responsible for a payment gateway used by 300 merchants. It has run two-week Scrum sprints for a year, but 38% of each sprint turns out to be unplanned work.
967 words, about 5 min4Helios Retail: A Scorecard That Is Working Against Itself
Helios Retail's 60-person service operations group reports monthly to the CIO. SLA attainment has held at 99.4% for nine months, average engineer utilization is 91%, and team velocity has been stable at 42 points per sprint.
923 words, about 5 min5Cedar Health: Continuous Evidence Under Regulatory Scrutiny
Cedar Health operates patient-facing scheduling services. Fourteen delivery teams deploy on demand, a median of 30 deployments a week.
985 words, about 5 min