Certified Agile Service Manager Trivia 3 — Questions and Answers
Question 1: Which ITIL 4 guiding principle aligns most closely with the Agile value of 'responding to change over following a plan'?
- Focus on value
- Progress iteratively with feedback (Correct answer)
- Keep it simple and practical
- Optimize and automate
Correct answer: Progress iteratively with feedback
ITIL 4's 'Progress iteratively with feedback' directly mirrors Agile's emphasis on adapting to change through iterative cycles.
Question 2: In Agile Service Management, what is a 'value stream'?
- A financial report tracking service revenue
- The series of steps an organization takes to deliver a product or service to a customer (Correct answer)
- A list of features prioritized by business value
- A KPI dashboard for measuring team performance
Correct answer: The series of steps an organization takes to deliver a product or service to a customer
A value stream maps all the steps — value-adding and non-value-adding — required to deliver a service from request to fulfillment.
Question 3: Which Agile ceremony is specifically designed to demonstrate completed work to stakeholders and gather their feedback?
- Daily Stand-up
- Sprint Retrospective
- Sprint Review (Correct answer)
- Backlog Refinement
Correct answer: Sprint Review
The Sprint Review is a collaborative session where the team demonstrates the increment and stakeholders provide feedback.
Question 4: What does the acronym CASM stand for in the context of IT service certifications?
- Certified Agile Scrum Master
- Certified Agile Service Manager (Correct answer)
- Cloud Agile Systems Management
- Continuous Agile Service Methodology
Correct answer: Certified Agile Service Manager
CASM stands for Certified Agile Service Manager, a certification offered by the ITSM Academy and similar bodies.
Question 5: Which metric measures the average time from when a work item enters a team's queue until it is delivered?
- Velocity
- Cycle time
- Lead time (Correct answer)
- Throughput
Correct answer: Lead time
Lead time measures the total elapsed time from when a customer request enters the system to when it is delivered.
Question 6: In Agile Service Management, which practice involves breaking large service improvements into smaller, manageable experiments?
- Big design up front
- Iterative improvement (Correct answer)
- Stage-gate planning
- Waterfall decomposition
Correct answer: Iterative improvement
Iterative improvement applies Agile's sprint-based approach to service enhancement, testing small changes before scaling them.
Question 7: What is the primary purpose of a Definition of Done (DoD) in Agile teams?
- To define when a sprint ends
- To establish shared criteria that a work item must meet before being considered complete (Correct answer)
- To document the customer's acceptance criteria for each feature
- To outline the team's capacity for each sprint
Correct answer: To establish shared criteria that a work item must meet before being considered complete
The Definition of Done is a shared checklist ensuring all team members agree on what 'complete' means, maintaining quality consistency.
Certified Agile Service Manager Trivia 3
Which ITIL 4 guiding principle aligns most closely with the Agile value of 'responding to change over following a plan'?