Certified Agile Service Manager Scrum for Service Management 2

Question 1

In Scrum-based service management, who is responsible for prioritizing the Service Backlog?

Accepted Answer

The Product Owner

Answer

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?

Accepted Answer

Daily Scrum

Answer

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:

Accepted Answer

Having the Product Owner decide whether to swap or defer them

Answer

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?

Accepted Answer

To establish shared quality criteria so increments are releasable

Answer

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:

Accepted Answer

The team's available story points or hours after accounting for support duties

Answer

Capacity planning in Scrum accounts for all commitments including BAU support, so teams only pull work they can realistically complete.

Certified Agile Service Manager Practice Test