General Practice 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 General Practice flashcards as text
In Agile Service Management, what is the purpose of a 'sprint review'?
Answer: Demonstrate completed work to stakeholders and gather feedback
The sprint review is a collaborative session where the team shows stakeholders what was built and collects feedback to inform future work.
Which concept describes breaking down large service improvements into smaller, independently deliverable pieces?
Answer: Vertical slicing
Vertical slicing cuts through all layers of a feature so each slice delivers end-to-end value independently, enabling faster feedback.
A service team notices that incidents of the same type keep recurring. Which Agile/ITSM practice should they prioritize?
Answer: Conducting root cause analysis via Problem Management
Problem Management investigates root causes of recurring incidents to prevent them from happening again.
What is 'technical debt' in the context of Agile service delivery?
Answer: The accumulated cost of shortcuts taken now that must be addressed later
Technical debt represents deferred work — quick fixes and workarounds that accumulate interest in the form of future rework and instability.
Which Agile principle is MOST reflected in prioritizing customer-reported service issues over internal improvement tasks?
Answer: Customer collaboration over contract negotiation
Prioritizing customer-reported issues reflects the Agile principle of valuing customer collaboration and delivering what customers actually need.
In a Kanban service board, a 'blocker' card signals that:
Answer: A work item cannot progress until an impediment is resolved
A blocker signals that a work item is stuck and needs an impediment removed before it can continue moving through the workflow.
What does 'service value' mean in Agile Service Management?
Answer: The combination of outcomes, usability, and warranty that a service provides to customers
Service value encompasses both utility (what the service does) and warranty (how reliably it does it), creating genuine worth for the customer.