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
When applying Agile to IT service management, which type of backlog would contain service improvement initiatives alongside incident reduction work?
Answer: Service improvement backlog
A service improvement backlog captures all ongoing and planned improvements to services and processes, blending operational and strategic work.
A CASM practitioner wants to measure whether a service change delivered expected business value. What should they examine?
Answer: Key performance indicators defined before the change was deployed
Pre-defined KPIs tied to business outcomes are the correct benchmark for evaluating whether a change delivered its intended value.
Which Agile ceremony is MOST equivalent to an ITIL service review meeting?
Answer: Sprint review
The sprint review, like an ITIL service review, brings stakeholders together to assess delivered outcomes and align on future direction.
In Agile Service Management, 'swarming' on an incident means:
Answer: Multiple team members collaborating simultaneously to resolve a critical issue quickly
Swarming pools team capacity on a single critical problem to resolve it faster than sequential individual efforts would allow.
What is the role of 'acceptance criteria' in Agile service delivery?
Answer: Define conditions that must be met for a work item to be considered complete by the customer
Acceptance criteria are specific, testable conditions agreed upon with the customer that confirm a user story or service meets their needs.
A service team is applying the Agile concept of 'inspect and adapt' to their SLA targets. What does this involve?
Answer: Periodically reviewing SLA performance data and adjusting targets or processes based on findings
Inspect and adapt applied to SLAs means regularly reviewing whether targets are being met and using data to drive process or target improvements.
Which statement BEST describes the relationship between DevOps and Agile Service Management?
Answer: DevOps and Agile Service Management are complementary — DevOps extends Agile principles into deployment and operations
DevOps extends Agile collaboration and automation into deployment pipelines and operations, making the two approaches mutually reinforcing.