FREE Certified Agile Service Manager Scrum for Service Management Questions and Answers

Question 1

A service desk team using Scrum is consistently failing to resolve P1 incidents within the current Sprint. During the Sprint Retrospective, the team discusses potential causes. Which of the following is the MOST effective action for the Scrum Team to take?

Accepted Answer

Create a process improvement item for the next Sprint Backlog to analyze and re-engineer the incident response workflow.

Answer

The Sprint Retrospective's purpose is to inspect the previous Sprint and identify and plan improvements for the next one. Creating a specific work item for the next Sprint Backlog to address the P1 incident process failure is the most appropriate Scrum-based action. It makes the improvement work visible, ensures it is prioritized, and allocates team capacity to solve the problem within the framework.

Question 2

In the context of an Agile Service Management team, who is primarily responsible for maximizing the value of the service by managing and prioritizing the Service Backlog?

Accepted Answer

The Product Owner

Answer

According to the Scrum Guide, the Product Owner is accountable for maximizing the value of the product (or in this case, the service) resulting from the work of the Scrum Team. A key part of this is managing the Product Backlog, which in a service management context would be the Service Backlog containing items like service improvements, problem resolutions, and new service features.

Question 3

A service management team holds a 15-minute meeting each morning at the same time and place. During this meeting, team members synchronize activities and create a plan for the next 24 hours. What is this Scrum event called?

Accepted Answer

Daily Scrum

Answer

The Daily Scrum is a 15-minute time-boxed event for the Development Team to synchronize activities and create a plan for the next 24 hours. This meeting is held every day of the Sprint to inspect progress toward the Sprint Goal and to inspect how progress is trending toward completing the work in the Sprint Backlog.

Question 4

Which of the following BEST describes the role of the Scrum Master within an Agile Service Management team?

Accepted Answer

To remove impediments, facilitate Scrum events, and coach the team on Agile practices.

Answer

The Scrum Master is a servant-leader for the Scrum Team. Their primary responsibilities include coaching the team in Scrum, helping them to be self-managing, facilitating Scrum events as needed, and removing impediments to the team's progress. They do not manage the team or assign tasks.

Question 5

A service delivery team is working on fulfilling a standard service request for a new laptop. Which of the following is the BEST example of a 'Definition of Done' for this service request?

Accepted Answer

The laptop is configured, software is installed, the user has signed the acceptance form, and the old asset is recovered.

Answer

The 'Definition of Done' is a formal description of the state of the Increment when it meets the quality measures required for the product. It is a shared understanding of what it means for work to be complete. For a service request, a comprehensive 'Done' state includes all activities required to deliver value to the customer and complete the lifecycle of the request, including user acceptance and any related cleanup tasks.

Certified Agile Service Manager Practice Test

Certified Agile Service Manager Practice Test

FREE Certified Agile Service Manager Scrum for Service Management Questions and Answers