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

Ask the Product Owner to de-prioritize P1 incidents in future Sprints to ensure the Sprint Goal can be met.

Answer

Extend the Sprint length to provide more time for resolving complex P1 incidents.

Answer

Assign a dedicated sub-team to handle only P1 incidents outside of the normal Sprint process.

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

The Service Level Manager

Answer

The Scrum Master

Answer

The Head of IT Operations

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

Sprint Review

Answer

Sprint Planning

Answer

Sprint Retrospective

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

To manage the team's work and assign tasks to individual service desk analysts.

Answer

To define the service improvement goals and prioritize items in the Service Backlog.

Answer

To accept or reject work completed during the Sprint and manage stakeholder expectations.

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 user has submitted the request through the service catalog.

Answer

The laptop has been ordered from the vendor and is awaiting delivery.

Answer

The service request ticket has been assigned to a technician in the queue.

Question 6

During a Sprint Planning meeting for a service improvement team, the Product Owner explains the highest priority items from the Service Backlog. What is the primary responsibility of the Developers (the team members) during this event?

Accepted Answer

To select the amount of work they believe they can complete during the Sprint and create a plan to do so.

Answer

To challenge the priority of the items presented by the Product Owner.

Answer

To provide a detailed budget and timeline for completing the entire Service Backlog.

Answer

To invite stakeholders to provide direct feedback on the proposed Sprint work.

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?

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?