Certified Agile Service Manager MCQ Flashcards
7 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 principle best supports the concept of continuous service improvement in ITSM?
Answer: Respond to change over following a plan
Responding to change over following a plan directly enables continuous improvement by allowing teams to adapt processes based on feedback.
In an Agile Service Management context, what does a Definition of Done (DoD) for an IT service change primarily ensure?
Answer: All acceptance criteria and quality standards are met before the change is closed
The DoD ensures a change meets all agreed acceptance criteria and quality standards before it is considered complete.
A service team notices that incident resolution times are increasing despite adding more staff. Which Agile concept should they apply first?
Answer: Conduct a value stream mapping exercise to find waste
Value stream mapping identifies bottlenecks and waste in the flow before adding more resources, which may not address the root cause.
What is the primary purpose of a sprint retrospective in an Agile IT service team?
Answer: To inspect the team's process and identify improvements
The retrospective focuses on the team's working practices and generates actionable improvements for the next sprint.
When applying Kanban to ITSM, what does limiting Work in Progress (WIP) primarily accomplish?
Answer: It reduces multitasking and helps expose bottlenecks in the workflow
WIP limits reduce context-switching and make flow problems visible so teams can address bottlenecks proactively.
Which statement best describes the relationship between Agile and ITIL in an Agile Service Manager's role?
Answer: ITIL provides governance frameworks that can be implemented using Agile practices
Agile practices provide flexible delivery methods that can be applied within ITIL's governance and process framework.
A service manager wants to prioritize the backlog of improvement items. Which Agile technique is most appropriate?
Answer: MoSCoW prioritization with stakeholder input
MoSCoW (Must have, Should have, Could have, Won't have) provides a collaborative, value-based prioritization framework suitable for service improvement backlogs.