Certified Agile Service Manager General Practice 5

Question 1

When applying Agile to IT service management, which type of backlog would contain service improvement initiatives alongside incident reduction work?

Accepted Answer

Service improvement backlog

Answer

A service improvement backlog captures all ongoing and planned improvements to services and processes, blending operational and strategic work.

Question 2

A CASM practitioner wants to measure whether a service change delivered expected business value. What should they examine?

Accepted Answer

Key performance indicators defined before the change was deployed

Answer

Pre-defined KPIs tied to business outcomes are the correct benchmark for evaluating whether a change delivered its intended value.

Question 3

Which Agile ceremony is MOST equivalent to an ITIL service review meeting?

Accepted Answer

Sprint review

Answer

The sprint review, like an ITIL service review, brings stakeholders together to assess delivered outcomes and align on future direction.

Question 4

In Agile Service Management, 'swarming' on an incident means:

Accepted Answer

Multiple team members collaborating simultaneously to resolve a critical issue quickly

Answer

Swarming pools team capacity on a single critical problem to resolve it faster than sequential individual efforts would allow.

Question 5

What is the role of 'acceptance criteria' in Agile service delivery?

Accepted Answer

Define conditions that must be met for a work item to be considered complete by the customer

Answer

Acceptance criteria are specific, testable conditions agreed upon with the customer that confirm a user story or service meets their needs.

Certified Agile Service Manager Practice Test