Certified Agile Service Manager FREE Certified Agile Service Manager Agile SM Roles Questions and Answers 2 — Questions and Answers
Question 1: In an Agile Service Management environment, which role is primarily responsible for removing impediments that block the service team's progress?
- Service Owner
- Agile SM Coach
- Scrum Master or Agile SM Facilitator (Correct answer)
- Change Manager
Correct answer: Scrum Master or Agile SM Facilitator
The Scrum Master or Agile SM Facilitator is responsible for identifying and removing impediments so the service team can deliver value without disruption.
Question 2: What is the primary responsibility of the Service Owner in an Agile SM framework?
- Writing user stories for IT services
- Prioritizing the service backlog and defining service value (Correct answer)
- Conducting daily standups
- Approving change requests
Correct answer: Prioritizing the service backlog and defining service value
The Service Owner prioritizes the service backlog and ensures the team focuses on delivering the highest value service improvements.
Question 3: How does the Agile SM Coach role differ from a traditional ITSM process manager?
- The coach enforces strict process compliance across all teams
- The coach focuses on mentoring teams in agile practices rather than enforcing rigid processes (Correct answer)
- The coach only handles escalations from service desk
- The coach is responsible for writing SLAs
Correct answer: The coach focuses on mentoring teams in agile practices rather than enforcing rigid processes
An Agile SM Coach mentors and guides teams in adopting agile practices, shifting from process enforcement to continuous improvement facilitation.
Question 4: Which responsibility typically falls to the Development Team within an Agile Service Management context?
- Approving the service budget
- Self-organizing to deliver service increments and improvements (Correct answer)
- Assigning tasks to individual team members
- Negotiating contracts with vendors
Correct answer: Self-organizing to deliver service increments and improvements
The Development Team in Agile SM self-organizes to deliver service increments, taking collective ownership of how work gets done.
Question 5: When a conflict arises between the Service Owner and the development team regarding sprint priorities, who should facilitate resolution?
- The CIO
- The Agile SM Facilitator (Correct answer)
- The Change Advisory Board
- The external auditor
Correct answer: The Agile SM Facilitator
The Agile SM Facilitator mediates conflicts between the Service Owner and the team to ensure alignment on sprint goals.
Question 6: What is a key anti-pattern for the Service Owner role in Agile Service Management?
- Attending sprint reviews regularly
- Micromanaging the team by dictating how tasks should be completed (Correct answer)
- Maintaining a prioritized service backlog
- Communicating with stakeholders about service direction
Correct answer: Micromanaging the team by dictating how tasks should be completed
Micromanaging the team undermines self-organization, which is a core agile principle the Service Owner must respect.
Certified Agile Service Manager FREE Certified Agile Service Manager Agile SM Roles Questions and Answers 2
In an Agile Service Management environment, which role is primarily responsible for removing impediments that block the service team's progress?