Certified Agile Service Manager Certified Agile Service Manager 1

Question 1

In Agile Service Management, what is the primary purpose of limiting Work in Progress (WIP)?

Accepted Answer

To improve flow efficiency and reduce cycle time

Answer

To reduce the number of staff needed for service delivery

Answer

To ensure compliance with ITIL service management standards

Answer

To increase the frequency of sprint planning ceremonies

Question 2

In Agile Service Management, who is primarily responsible for prioritizing the service backlog?

Accepted Answer

The Product Owner

Answer

The Scrum Master

Answer

The Development Team collectively

Answer

The Service Desk Manager

Question 3

What does the 'Definition of Done' (DoD) primarily help ensure in an Agile Service Management context?

Accepted Answer

That every service increment meets agreed quality criteria before release

Answer

That all sprint ceremonies are completed on schedule

Answer

That team members have completed their required training hours

Answer

That customer satisfaction surveys are distributed after each deployment

Question 4

In Agile Service Management, a value stream map is primarily used to:

Accepted Answer

Identify waste and bottlenecks in the end-to-end flow of value to the customer

Answer

Document the reporting hierarchy of the service management organization

Answer

Track individual contributor performance against KPIs

Answer

Generate a compliance audit trail for service management activities

Question 5

What is the primary purpose of a Daily Standup in an Agile Service Management team?

Accepted Answer

To synchronize team activities and surface impediments to progress

Answer

To report individual progress to senior management

Answer

To review and renegotiate service level agreements

Answer

To formally assign incoming service requests to team members

Question 6

Which practice in Agile Service Management best supports the principle of 'inspect and adapt'?

Accepted Answer

Holding a sprint retrospective to reflect on process improvements

Answer

Creating detailed upfront service design documentation

Answer

Assigning fixed roles to ensure consistent task ownership

Answer

Escalating all incidents directly to senior management