Certified Agile Service Manager General Practice 3 — Questions and Answers
Question 1: Which role in a Scrum-based service team is responsible for maximizing the value of work produced by the development team?
- Scrum Master
- Product Owner (Correct answer)
- Release Manager
- Change Advisory Board
Correct answer: Product Owner
The Product Owner owns the backlog and is accountable for prioritizing work to maximize delivered value.
Question 2: A Certified Agile Service Manager wants to reduce lead time for a recurring service request. What is the FIRST step?
- Hire additional staff immediately
- Map the current value stream to identify waste (Correct answer)
- Outsource the request to a vendor
- Increase sprint velocity targets
Correct answer: Map the current value stream to identify waste
Value stream mapping visualizes the current workflow and exposes waste and delays before any improvement action is taken.
Question 3: Which ITIL practice aligns MOST closely with the Agile concept of rapid, small deployments?
- Problem Management
- Continual Improvement
- Change Enablement (Correct answer)
- Service Desk
Correct answer: Change Enablement
Change Enablement governs how changes are authorized and deployed, making it the closest ITIL practice to Agile's continuous deployment goals.
Question 4: In a hybrid Agile/ITSM environment, how should a CAB (Change Advisory Board) be adapted to support Agile speed?
- Eliminate the CAB entirely
- Replace CAB with peer code review only
- Pre-authorize standard changes and use lightweight approval for low-risk changes (Correct answer)
- Require all changes to pass through the full CAB regardless of risk
Correct answer: Pre-authorize standard changes and use lightweight approval for low-risk changes
Pre-authorizing standard changes and streamlining low-risk approvals reduces bottlenecks while maintaining governance for high-risk changes.
Question 5: What is the MAIN benefit of using user stories in IT service management?
- They replace the need for SLAs
- They capture service requirements from the customer's perspective (Correct answer)
- They eliminate the need for a product owner
- They serve as formal contracts with vendors
Correct answer: They capture service requirements from the customer's perspective
User stories frame requirements as customer needs and desired outcomes, keeping the team focused on value delivery.
Question 6: A service team adopts a 'fail fast' mindset. What does this encourage?
- Avoiding all experimentation to prevent outages
- Testing ideas quickly and learning from failures early before they become costly (Correct answer)
- Firing team members who make mistakes
- Delaying releases until perfection is achieved
Correct answer: Testing ideas quickly and learning from failures early before they become costly
Failing fast means running small experiments quickly so that failures surface early when they are cheap to fix and learn from.
Question 7: Which of the following BEST describes an 'increment' in Agile Service Management?
- A document listing all known risks
- A potentially deliverable piece of value produced at the end of a sprint (Correct answer)
- A quarterly budget report
- A formal audit of completed projects
Correct answer: A potentially deliverable piece of value produced at the end of a sprint
An increment is the sum of all sprint work completed, representing a potentially shippable improvement in product or service value.
Certified Agile Service Manager General Practice 3
Which role in a Scrum-based service team is responsible for maximizing the value of work produced by the development team?