Certified Agile Service Manager Scrum for Service Management 4 — Questions and Answers
Question 1: In Scrum for service management, an 'increment' at the end of a Sprint should be:
- A documented plan for future work
- A potentially shippable improvement to the service (Correct answer)
- A completed incident post-mortem report
- A sprint velocity calculation
Correct answer: A potentially shippable improvement to the service
Each Sprint must produce a usable, potentially releasable increment that adds value to the service.
Question 2: A service management team notices that the same types of incidents recur every Sprint. Which Scrum event is MOST appropriate for addressing root causes?
- Daily Scrum
- Sprint Planning
- Sprint Retrospective (Correct answer)
- Sprint Review
Correct answer: Sprint Retrospective
The Sprint Retrospective focuses on continuous process improvement, making it the right forum to analyze and solve recurring incident patterns.
Question 3: In Scrum, 'velocity' in a service context is BEST used for:
- Measuring individual engineer performance
- Forecasting how much work the team can complete in future Sprints (Correct answer)
- Setting mandatory output targets for each Sprint
- Reporting SLA compliance to customers
Correct answer: Forecasting how much work the team can complete in future Sprints
Velocity is a planning tool that helps teams forecast future throughput based on historical Sprint data, not a performance metric.
Question 4: Which role in Scrum is accountable for maximizing the value of the work performed by the Development Team?
- Scrum Master
- Stakeholder
- Product Owner (Correct answer)
- Service Manager
Correct answer: Product Owner
The Product Owner is solely accountable for maximizing the value of the product resulting from the Development Team's work.
Question 5: A service team consistently fails to complete all Sprint Backlog items. The MOST likely root cause in a Scrum context is:
- The Scrum Master is assigning too many tasks
- The team is over-committing during Sprint Planning (Correct answer)
- Stakeholders are attending the Daily Scrum
- The Sprint Review is taking too long
Correct answer: The team is over-committing during Sprint Planning
Consistently incomplete Sprints typically indicate over-commitment during planning, often because capacity or complexity is underestimated.
Question 6: Which statement about the Daily Scrum in a service context is TRUE?
- It is chaired by the Scrum Master who assigns tasks
- It is a 15-minute synchronization event for the Development Team (Correct answer)
- It is optional if no incidents occurred the previous day
- It should include all stakeholders and customers
Correct answer: It is a 15-minute synchronization event for the Development Team
The Daily Scrum is a 15-minute, time-boxed event for the Development Team to inspect progress and adapt their plan toward the Sprint Goal.
Question 7: When Scrum is applied to service management, 'Product Backlog Refinement' serves to:
- Replace the Sprint Retrospective with a planning meeting
- Break down and estimate backlog items so they are ready for future Sprints (Correct answer)
- Allow stakeholders to reprioritize work mid-Sprint
- Document completed service requests for audit purposes
Correct answer: Break down and estimate backlog items so they are ready for future Sprints
Refinement ensures backlog items are well-understood, estimated, and small enough to be planned into upcoming Sprints.
Certified Agile Service Manager Scrum for Service Management 4
In Scrum for service management, an 'increment' at the end of a Sprint should be: