FREE Certified Agile Service Manager Questions and Answers Flashcards
6 cards from real Certified Agile Service Manager practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
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Which Agile framework emphasizes the use of cross-functional teams to deliver service improvements in short iterations?
Answer: Scrum
Scrum uses cross-functional teams working in sprints to deliver incremental improvements to service management processes.
In Agile Service Management, what is the primary purpose of a retrospective?
Answer: To review what went well and what can be improved after each iteration
Retrospectives focus on continuous improvement by reflecting on the team's processes and identifying actionable improvements.
What does the concept of 'swarming' refer to in Agile Service Management?
Answer: Multiple team members collaborating simultaneously to resolve an incident
Swarming brings multiple skilled people together immediately to resolve incidents faster, replacing traditional tiered escalation.
Which metric is most aligned with Agile Service Management principles for measuring team performance?
Answer: Mean time to restore service
Mean time to restore service directly measures customer value and outcomes, which aligns with Agile's focus on delivering value.
How does Agile Service Management typically handle service requests compared to traditional ITSM?
Answer: By using automated self-service portals and streamlined fulfillment workflows
Agile Service Management reduces bureaucracy by empowering users with self-service options and simplifying fulfillment processes.
What is the role of a service owner in an Agile Service Management environment?
Answer: To act as the single accountable person for the end-to-end delivery and improvement of a service
The service owner is accountable for a specific service's performance, improvement, and alignment with business needs.