Certified Agile Service Manager Agile Manifesto and Principles 2 — Questions and Answers
Question 1: A service team chooses a quick standup meeting over filing a formal status report. Which Agile value does this best reflect?
- Working software over comprehensive documentation
- Responding to change over following a plan
- Customer collaboration over contract negotiation
- Individuals and interactions over processes and tools (Correct answer)
Correct answer: Individuals and interactions over processes and tools
Choosing direct human communication (standup) over formal documentation reflects 'individuals and interactions over processes and tools.'
Question 2: What does the Agile Manifesto explicitly say about the items listed on the right side of each value pairing?
- Right-side items must be eliminated from Agile teams
- Right-side items are more important than left-side items
- There is value in right-side items, but left-side items are valued more (Correct answer)
- Right-side items only apply to non-Agile organizations
Correct answer: There is value in right-side items, but left-side items are valued more
The manifesto states 'while there is value in the items on the right, we value the items on the left more.'
Question 3: A service manager insists all change requests go through a 10-step documentation process before any action is taken. Which Agile value does this most conflict with?
- Responding to change over following a plan
- Working software over comprehensive documentation
- Individuals and interactions over processes and tools (Correct answer)
- Customer collaboration over contract negotiation
Correct answer: Individuals and interactions over processes and tools
Over-emphasizing process documentation before allowing action conflicts with 'individuals and interactions over processes and tools.'
Question 4: When a conflict exists between strict SLA contract terms and what actually best serves the customer, the Agile Manifesto's values suggest prioritizing:
- Honoring the SLA contract regardless of outcome
- Customer collaboration to find the best solution (Correct answer)
- Rewriting the SLA to match current capabilities
- Escalating to legal for contract interpretation
Correct answer: Customer collaboration to find the best solution
'Customer collaboration over contract negotiation' emphasizes working with customers toward good outcomes rather than strict contract adherence.
Question 5: Which of the four Agile values is listed first in the Agile Manifesto?
- Working software over comprehensive documentation
- Customer collaboration over contract negotiation
- Responding to change over following a plan
- Individuals and interactions over processes and tools (Correct answer)
Correct answer: Individuals and interactions over processes and tools
'Individuals and interactions over processes and tools' is the first value listed in the Agile Manifesto.
Question 6: A service team has been delivering services for six months with zero customer complaints but no direct customer contact. Which Agile value are they most likely neglecting?
- Working software over comprehensive documentation
- Responding to change over following a plan
- Customer collaboration over contract negotiation (Correct answer)
- Individuals and interactions over processes and tools
Correct answer: Customer collaboration over contract negotiation
Without direct customer engagement, the team relies on contracts rather than practicing 'customer collaboration over contract negotiation.'
Question 7: A service team discovers that adhering to a pre-approved change plan will cause customer dissatisfaction. According to Agile values, what should the team do?
- Follow the plan exactly to maintain compliance
- Escalate to management before making any changes
- Adapt the plan to respond to the changed situation (Correct answer)
- Document the issue and address it in the next sprint cycle
Correct answer: Adapt the plan to respond to the changed situation
'Responding to change over following a plan' means adapting when circumstances require it rather than rigidly following a predetermined plan.
Certified Agile Service Manager Agile Manifesto and Principles 2
A service team chooses a quick standup meeting over filing a formal status report.
Which Agile value does this best reflect?