FREE Certified Agile Service Manager Agile SM Roles Questions and Answers

Question 1

A service management team, new to Scrum, is constantly being interrupted by high-priority escalations from various stakeholders.
This is causing them to fail to meet their Sprint Goals.
What is the MOST appropriate initial action for the Scrum Master to take?

Accepted Answer

Coach the Product Owner on how to manage stakeholder expectations and incorporate urgent work into the Service Backlog.

Answer

Tell the stakeholders that they are not allowed to interrupt the team.

Answer

Add a buffer to the team's Sprint capacity to account for unplanned work and interruptions.

Answer

Escalate the issue to senior management to enforce the team's boundaries.

Question 2

In an Agile Service Management context using the Scrum framework, who has the final say on the ordering of the Service Backlog items?

Accepted Answer

The Product Owner, because they are accountable for maximizing value.

Answer

The Service Team, because they know the effort required.

Answer

The Scrum Master, because they are responsible for the process.

Answer

The key stakeholders, because they are the customers of the service.

Question 3

During a Sprint Planning meeting, the Product Owner presents the highest priority service improvement item. The Service Team (Developers) discusses the work and concludes that they lack the specific technical skills to deliver it as described. What is the MOST Agile response from the Service Team?

Accepted Answer

Inform the Product Owner of the skill gap and collaborate on a plan, which might involve training, pairing, or simplifying the item.

Answer

Refuse to accept the item into the Sprint, stating it is not feasible.

Answer

Accept the item into the Sprint and plan to outsource the work to a specialist.

Answer

Request that the Product Owner reassign the work to a different team that has the required skills.

Question 4

Which of the following BEST describes the leadership style of an effective Scrum Master within an Agile Service Management team?

Accepted Answer

Servant-leader, focusing on empowering the team, removing impediments, and facilitating the process.

Answer

Command and control, directing the team's tasks and ensuring deadlines are met.

Answer

Laissez-faire, allowing the team to operate without any guidance or intervention.

Answer

Technical lead, providing architectural direction and making key technical decisions.

Question 5

A key service stakeholder directly approaches a member of the Service Team with an "urgent" request for a new report. According to Scrum principles, what is the MOST appropriate response for the team member?

Accepted Answer

Thank the stakeholder for the request and direct them to the Product Owner to discuss its priority and inclusion in the Service Backlog.

Answer

Complete the request immediately to demonstrate responsiveness and satisfy the stakeholder.

Answer

Politely decline, stating that no new work can be added during an active Sprint.

Answer

Add the task to the Sprint Backlog and inform the Scrum Master at the next Daily Scrum.

Question 6

In a mature Agile Service Management team using Scrum, who is primarily responsible for estimating the size and effort of the Service Backlog items?

Accepted Answer

The Service Team (Developers), who will be performing the work.

Answer

The Scrum Master, who facilitates the estimation process.

Answer

The Product Owner, who defines the requirements and value of the items.

Answer

The Service Manager, who is accountable for the team's overall performance.