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.
Read the first 7 Certified Agile Service Manager MCQ flashcards as text
In Scrum-based service management, who is ultimately responsible for maximizing the value of the team's work?
Answer: Product Owner
The Product Owner owns the backlog and is accountable for prioritizing work to deliver the highest value.
Which metric is most aligned with Agile principles for measuring IT service desk performance?
Answer: Customer satisfaction score (CSAT) and team velocity trends
Agile metrics focus on value delivered and continuous improvement, making CSAT and velocity trends more meaningful than volume counts.
A team is struggling to complete sprint commitments because unplanned incidents keep interrupting planned work. What is the best Agile solution?
Answer: Reserve a capacity buffer in each sprint for unplanned work
Reserving a capacity buffer (e.g., 20% slack) in each sprint accommodates unplanned work without disrupting sprint goals.
What does the term 'flow efficiency' measure in a Lean/Agile service context?
Answer: The ratio of active work time to total elapsed time for a service request
Flow efficiency measures how much of the total lead time a work item is actually being actively worked on versus waiting.
Which of the following is an example of a 'service backlog' item in Agile Service Management?
Answer: A user story describing a new self-service portal feature
A user story describing a new capability is a classic backlog item representing future value to be delivered.
When should an Agile service team use a physical Kanban board versus a digital one?
Answer: Use physical boards when the team is co-located and values face-to-face collaboration
Physical boards enhance collaboration and visibility for co-located teams, while digital boards better support distributed teams.
In Agile Service Management, 'shift-left' refers to which practice?
Answer: Resolving issues earlier in the value chain, closer to the user
Shift-left empowers frontline staff with knowledge and tools to resolve issues faster without escalation, reducing resolution time and cost.