Scrum for Service Management 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 Scrum for Service Management flashcards as text
In Scrum-based service management, who is responsible for prioritizing the Service Backlog?
Answer: The Product Owner
The Product Owner owns and prioritizes the Service Backlog to maximize value delivered to stakeholders.
Which Scrum ceremony is BEST suited for identifying recurring service incidents as impediments?
Answer: Daily Scrum
The Daily Scrum surfaces blockers and impediments daily, making it ideal for flagging recurring incidents quickly.
A service team adopting Scrum should treat unplanned support requests during a Sprint by:
Answer: Having the Product Owner decide whether to swap or defer them
The Product Owner collaborates with the team to decide whether urgent requests replace existing Sprint work or are deferred to the next Sprint.
What is the primary purpose of a Definition of Done (DoD) in a service management context?
Answer: To establish shared quality criteria so increments are releasable
The DoD ensures every increment meets agreed quality standards, making it potentially shippable to the customer.
In Scrum for Service Management, 'service capacity' is BEST represented in sprint planning by:
Answer: The team's available story points or hours after accounting for support duties
Capacity planning in Scrum accounts for all commitments including BAU support, so teams only pull work they can realistically complete.
Which artifact in Scrum provides transparency into a team's progress toward the Sprint Goal?
Answer: The Sprint Burndown Chart
The Sprint Burndown Chart visualizes remaining work versus time, giving stakeholders clear insight into Sprint progress.
When a service management team uses Scrum, the Scrum Master's role during a Sprint is to:
Answer: Remove impediments and protect the team from external disruptions
The Scrum Master serves the team by removing blockers and shielding them so they can focus on Sprint commitments.