Certified Agile Service Manager Scrum for Service Management 2 — Questions and Answers
Question 1: In Scrum-based service management, who is responsible for prioritizing the Service Backlog?
- The Scrum Master
- The Development Team
- The Product Owner (Correct answer)
- The Service Desk Manager
Correct answer: The Product Owner
The Product Owner owns and prioritizes the Service Backlog to maximize value delivered to stakeholders.
Question 2: Which Scrum ceremony is BEST suited for identifying recurring service incidents as impediments?
- Sprint Review
- Sprint Planning
- Daily Scrum (Correct answer)
- Sprint Retrospective
Correct answer: Daily Scrum
The Daily Scrum surfaces blockers and impediments daily, making it ideal for flagging recurring incidents quickly.
Question 3: A service team adopting Scrum should treat unplanned support requests during a Sprint by:
- Automatically extending the Sprint length
- Adding them directly to the current Sprint without review
- Having the Product Owner decide whether to swap or defer them (Correct answer)
- Canceling the Sprint and replanning
Correct answer: Having the Product Owner decide whether to swap or defer them
The Product Owner collaborates with the team to decide whether urgent requests replace existing Sprint work or are deferred to the next Sprint.
Question 4: What is the primary purpose of a Definition of Done (DoD) in a service management context?
- To define when a service ticket can be closed
- To establish shared quality criteria so increments are releasable (Correct answer)
- To document SLA thresholds for each service
- To list team member responsibilities
Correct answer: To establish shared quality criteria so increments are releasable
The DoD ensures every increment meets agreed quality standards, making it potentially shippable to the customer.
Question 5: In Scrum for Service Management, 'service capacity' is BEST represented in sprint planning by:
- Total ticket count from the previous quarter
- The team's available story points or hours after accounting for support duties (Correct answer)
- The number of engineers on call that week
- Manager-assigned task lists
Correct answer: The team's available story points or hours after accounting for support duties
Capacity planning in Scrum accounts for all commitments including BAU support, so teams only pull work they can realistically complete.
Question 6: Which artifact in Scrum provides transparency into a team's progress toward the Sprint Goal?
- The Kanban board
- The Sprint Burndown Chart (Correct answer)
- The RACI matrix
- The change log
Correct answer: The Sprint Burndown Chart
The Sprint Burndown Chart visualizes remaining work versus time, giving stakeholders clear insight into Sprint progress.
Question 7: When a service management team uses Scrum, the Scrum Master's role during a Sprint is to:
- Assign tasks to team members each morning
- Remove impediments and protect the team from external disruptions (Correct answer)
- Approve all change requests before implementation
- Report status updates directly to customers
Correct answer: Remove impediments and protect the team from external disruptions
The Scrum Master serves the team by removing blockers and shielding them so they can focus on Sprint commitments.
Certified Agile Service Manager Scrum for Service Management 2
In Scrum-based service management, who is responsible for prioritizing the Service Backlog?