Certified Agile Service Manager Certified Agile Service Manager MCQ 2

Question 1

Which Agile principle best supports the concept of continuous service improvement in ITSM?

Accepted Answer

Respond to change over following a plan

Answer

Responding to change over following a plan directly enables continuous improvement by allowing teams to adapt processes based on feedback.

Question 2

In an Agile Service Management context, what does a Definition of Done (DoD) for an IT service change primarily ensure?

Accepted Answer

All acceptance criteria and quality standards are met before the change is closed

Answer

The DoD ensures a change meets all agreed acceptance criteria and quality standards before it is considered complete.

Question 3

A service team notices that incident resolution times are increasing despite adding more staff. Which Agile concept should they apply first?

Accepted Answer

Conduct a value stream mapping exercise to find waste

Answer

Value stream mapping identifies bottlenecks and waste in the flow before adding more resources, which may not address the root cause.

Question 4

What is the primary purpose of a sprint retrospective in an Agile IT service team?

Accepted Answer

To inspect the team's process and identify improvements

Answer

The retrospective focuses on the team's working practices and generates actionable improvements for the next sprint.

Question 5

When applying Kanban to ITSM, what does limiting Work in Progress (WIP) primarily accomplish?

Accepted Answer

It reduces multitasking and helps expose bottlenecks in the workflow

Answer

WIP limits reduce context-switching and make flow problems visible so teams can address bottlenecks proactively.

Certified Agile Service Manager Practice Test