FREE Certified Agile Service Manager Agile Manifesto and Principles Questions and Answers

Question 1

A service delivery team is finding that their rigid, pre-defined incident management process is causing delays in resolution times.
Which value from the Agile Manifesto should they prioritize to improve their responsiveness?

Accepted Answer

Individuals and interactions over processes and tools

Answer

Customer collaboration over contract negotiation

Answer

Working software over comprehensive documentation

Answer

Responding to change over following a plan

Question 2

An IT service team is developing a new self-service portal for users. According to the Agile Manifesto, which of the following is the PRIMARY measure of progress?

Accepted Answer

Delivery of a functional portal increment that users can test

Answer

Percentage of tasks completed in the project plan

Answer

Approval of detailed design documents

Answer

Adherence to the initial budget

Question 3

A customer requests a significant change to a service improvement plan midway through its implementation. How would an Agile Service Manager MOST likely respond, based on the principles of the Agile Manifesto?

Accepted Answer

Welcome the changing requirement as an opportunity to provide more value

Answer

Reject the change as it was not in the original scope

Answer

Implement the change immediately without assessing the impact

Answer

Insist on a formal contract renegotiation before considering the change

Question 4

Which of the following scenarios BEST illustrates the Agile principle of "Customer collaboration over contract negotiation" in a service management context?

Accepted Answer

The service team holds regular review meetings with service consumers to demonstrate new features and gather feedback for the next iteration.

Answer

The service provider delivers the completed service exactly as specified in the initial Service Level Agreement (SLA) with no further interaction.

Answer

All changes to the service must be submitted through a formal change request form that references the original contract.

Answer

The legal teams from both the provider and customer spend months finalizing every detail of the service contract before any work begins.

Question 5

The Agile Manifesto principle of "Simplicity–the art of maximizing the amount of work not done–is essential" is BEST applied in Agile Service Management by:

Accepted Answer

Focusing on delivering the minimum viable features that provide the most immediate customer value.

Answer

Building a service with every conceivable feature from the start.

Answer

Creating comprehensive documentation for all possible service scenarios.

Answer

Automating complex, low-value manual tasks first.

Question 6

A service management team is consistently working long hours to meet deadlines, leading to burnout and a decrease in service quality. Which Agile principle is being violated?

Accepted Answer

Agile processes promote sustainable development. The sponsors, developers, and users should be able to maintain a constant pace indefinitely.

Answer

Continuous attention to technical excellence and good design enhances agility.

Answer

Deliver working software frequently, from a couple of weeks to a couple of months.

Answer

Business people and developers must work together daily throughout the project.

A service delivery team is finding that their rigid, pre-defined incident management process is causing delays in resolution times.Which value from the Agile Manifesto should they prioritize to improve their responsiveness?

A service delivery team is finding that their rigid, pre-defined incident management process is causing delays in resolution times.
Which value from the Agile Manifesto should they prioritize to improve their responsiveness?