Certified Agile Service Manager Scrum for Service Management 3 — Questions and Answers
Question 1: In Scrum-based ITSM, which event provides the formal opportunity for stakeholders to inspect the service increment and give feedback?
- Sprint Retrospective
- Sprint Review (Correct answer)
- Daily Scrum
- Backlog Refinement
Correct answer: Sprint Review
The Sprint Review is the inspect-and-adapt event where the team demonstrates the increment to stakeholders and collects feedback.
Question 2: A Certified Agile Service Manager applies Scrum's empirical process control through which three pillars?
- Plan, Do, Check
- Transparency, Inspection, Adaptation (Correct answer)
- Define, Measure, Improve
- Identify, Analyze, Resolve
Correct answer: Transparency, Inspection, Adaptation
Scrum's empirical model rests on Transparency, Inspection, and Adaptation to manage uncertainty in complex work.
Question 3: A service team finds that their Sprint Retrospective action items are never implemented. The BEST corrective action is to:
- Skip retrospectives and use email instead
- Add retrospective action items directly into the next Sprint Backlog (Correct answer)
- Escalate to senior management after every retrospective
- Replace the Scrum Master immediately
Correct answer: Add retrospective action items directly into the next Sprint Backlog
Converting action items into backlog entries gives them visibility, priority, and accountability within the normal Scrum flow.
Question 4: In service management, 'technical debt' accrued during Sprints should be handled by:
- Ignoring it until a dedicated cleanup project is funded
- Adding debt reduction stories to the Product Backlog for prioritization (Correct answer)
- Assigning all debt work to the Scrum Master
- Logging it only in the post-incident review
Correct answer: Adding debt reduction stories to the Product Backlog for prioritization
Making technical debt visible in the backlog allows the Product Owner to prioritize it against other work based on business impact.
Question 5: What is the recommended maximum duration for a Sprint in Scrum?
- 1 week
- 2 weeks
- 1 month (Correct answer)
- 3 months
Correct answer: 1 month
Scrum prescribes Sprints of one month or less to limit risk and enable frequent inspection.
Question 6: Which of the following BEST describes a 'Sprint Goal' in service management?
- A list of all tickets to be resolved in the Sprint
- A single objective that gives the team focus and flexibility during the Sprint (Correct answer)
- The SLA target for the upcoming period
- The number of story points committed by the team
Correct answer: A single objective that gives the team focus and flexibility during the Sprint
The Sprint Goal is a short, meaningful objective that unifies the team's work and allows tactical flexibility in how it is achieved.
Question 7: When integrating Scrum with ITIL, which ITIL practice maps most closely to Sprint Planning?
- Incident Management
- Service Request Management
- Capacity and Performance Management (Correct answer)
- Change Enablement
Correct answer: Capacity and Performance Management
Capacity and Performance Management ensures the team has sufficient resources, aligning with Sprint Planning's focus on what the team can deliver.
Certified Agile Service Manager Scrum for Service Management 3
In Scrum-based ITSM, which event provides the formal opportunity for stakeholders to inspect the service increment and give feedback?