Certified Agile Service Manager Certified Agile Service Manager MCQ 3

Question 1

In Scrum-based service management, who is ultimately responsible for maximizing the value of the team's work?

Accepted Answer

Product Owner

Answer

The Product Owner owns the backlog and is accountable for prioritizing work to deliver the highest value.

Question 2

Which metric is most aligned with Agile principles for measuring IT service desk performance?

Accepted Answer

Customer satisfaction score (CSAT) and team velocity trends

Answer

Agile metrics focus on value delivered and continuous improvement, making CSAT and velocity trends more meaningful than volume counts.

Question 3

A team is struggling to complete sprint commitments because unplanned incidents keep interrupting planned work. What is the best Agile solution?

Accepted Answer

Reserve a capacity buffer in each sprint for unplanned work

Answer

Reserving a capacity buffer (e.g., 20% slack) in each sprint accommodates unplanned work without disrupting sprint goals.

Question 4

What does the term 'flow efficiency' measure in a Lean/Agile service context?

Accepted Answer

The ratio of active work time to total elapsed time for a service request

Answer

Flow efficiency measures how much of the total lead time a work item is actually being actively worked on versus waiting.

Question 5

Which of the following is an example of a 'service backlog' item in Agile Service Management?

Accepted Answer

A user story describing a new self-service portal feature

Answer

A user story describing a new capability is a classic backlog item representing future value to be delivered.

Certified Agile Service Manager Practice Test