CASM Certified Agile Service ManagerV2.1 Questions and Answers

Scrum provides a framework for managing complex work by breaking it into manageable Sprints, fostering team collaboration, and delivering incremental results.

A.Incorrect. While Lean optimizes processes and removes waste, Scrum provides a structured framework to manage focus in complex projects.

B.Incorrect. DevOps improves collaboration between development and operations but does not provide specific mechanisms for managing focus in complex projects.

C.Incorrect. ITIL focuses on service management rather than iterative project delivery.

D.Correct.Scrum’s iterative and incremental approach helps teams focus on immediate priorities and deliver value regularly.

References:

Scrum Guide 2020

Agile Practices for Complex Project Management

The ultimate goal of Lean is to enhancecustomer valueby improving processes and removing waste. Let’s analyze the options:

A.Incorrect. While improving process flow and reducing cost are Lean benefits, they are not the primary goal.

B.Incorrect. Removing waste and defects is part of Lean practices but serves the larger goal of delivering value.

C.Incorrect. Eliminating unnecessary functionality is one aspect of Lean software development, not the broader goal of Lean principles.

D.Correct. Improving customer value aligns with Lean's central objective of delivering what the customer truly needs and values while minimizing waste.

References:

Lean Thinking by Womack and Jones: Core principles emphasize customer value.

SAFe Framework: Lean Principles in scaled environments.

Practice Backlog Refinement involves continuous improvement of the backlog to ensure it is actionable and aligns with team goals.

A.Correct. Refinement involves adding detail to user stories to make them ready for implementation.

B.Correct. During refinement, outdated or irrelevant user stories are removed to maintain backlog clarity.

C.Correct. Refinement helps prioritize and prepare user stories for inclusion in the next Sprint.

D.Correct.All of these actions are part of the refinement process.

References:

Scrum Guide 2020: Backlog Refinement process.

Avalue streamis a series of steps or activities that an organization undertakes to deliver value to a customer, starting from the initial request to the final delivery of a product or service. It represents the end-to-end flow of value and includes all tasks necessary for the creation and delivery of the product or service, regardless of whether they are performed by development teams, operations, or other departments.

Option Analysis:

A.Incorrect. While agility involves doing something as and when needed, this doesn't define a value stream.

B.Partially correct but too narrow. A value stream encompasses more than just development and deployment; it includes all activities related to delivering customer value.

C.Correct. This encapsulates the end-to-end activities from customer request to delivery, which aligns with the value stream concept in Lean and Agile practices.

D.Incorrect. This defines "value" in IT services, not the concept of a value stream.

References:

Lean Thinking by James P. Womack and Daniel T. Jones

SAFe Framework: Understanding Value Streams

ITIL 4: Managing Professional - High-Velocity IT, which includes value streams as part of ITSM evolution.

In Scrum, theProduct Ownerhas the authority to manage the Product Backlog, including accepting or rejecting changes to the Sprint Backlog.

A.Incorrect. The team is responsible for delivering the work but does not control changes to the Sprint Backlog.

B.Incorrect. The Agile Service Manager is not a role in Scrum and does not make decisions about the Sprint Backlog.

C.Incorrect. The Agile Practice Owner is not a Scrum role.

D.Correct.The Product Owner ensures the Sprint Backlog aligns with the Sprint Goal and business priorities.

References:

Scrum Guide 2020: The role of the Product Owner

Agile Process Engineering focuses on adaptability and iterative design, aligning future iterations with current needs and business conditions.

A.Correct.Agile evolves based on current feedback and conditions, enabling flexibility and continuous improvement.

B.Incorrect. Agile avoids linear, sequential approaches, favoring iterative cycles.

C.Incorrect. Agile does not define all requirements upfront; it adapts as new needs emerge.

D.Incorrect. Agile minimizes documentation, focusing on value delivery over rigid processes.

References:

Scrum Guide 2020: Iterative and incremental development.

ITIL 4: Agile Service Management and adaptability.

Agile Service Management delivers numerous benefits by combining Agile principles with service management.

A.Correct. Agile Service Management overcomes workflow constraints by improving flexibility and adaptability.

B.Correct. Agile ensures faster delivery of services that meet customer needs.

C.Correct. Agile fosters incremental improvements, increasing the velocity of process improvement teams.

D.Correct. All of the above are true benefits of Agile Service Management.

References:

Benefits of Agile Service Management in ITSM frameworks like ITIL.

In Scrum,Sprint Planningis the event where the team collaborates to define the Sprint Goal and decide which items from the Product Backlog will be worked on during the Sprint. This marks the formal beginning of the Sprint.

A.Correct.Sprint Planning kicks off the Sprint by setting its goals and scope.

B.Incorrect. "Sprint Start" is not an official Scrum term.

C.Incorrect. Sprint Review happens at the end of the Sprint to inspect the increment.

D.Incorrect. The Daily Scrum occurs every day during the Sprint but does not mark its start.

References:

Scrum Guide 2020: Sprint Planning

The Sprint Review focuses on inspecting the increment and adapting the backlog, not on identifying improvement actions for the team.

A.Correct. Discussions on successes are part of the Sprint Review.

B.Correct. Challenges faced during the Sprint are addressed in the Sprint Review.

C.Incorrect.Reflection on what to do differently is a key focus of the Sprint Retrospective, not the Sprint Review.

D.Correct. Reviewing the state of the backlog is a central activity in the Sprint Review.

References:

Scrum Guide 2020: Sprint Review and Retrospective distinctions.