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PeopleCert CASM - PeopleCert Certified Agile Service Manager V2.1 Certification Exam

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Question #1 (Topic: Demo Questions)

What is Agile Service Management? 

A.
A cultural movement that aims to increase software delivery velocity and improve service reliability
B.
A production philosophy that focuses on reducing waste and improving the flow of processes to improve overall customer value
C.
A discipline that incorporates aspects ofsoftware engineering and applies them to infrastructure and operations problems
D.
A framework that ensures thatservice management processes reflect Agile values and are designed with ‘just enough’ control and structure
Correct Answer: D
Explanation:
Agile Service Management integrates Agile principles into service management processes to ensure they are efficient, customer-centric, and adaptive. Let’s analyze the options: A . Incorrect. While Agile Service Management does improve service delivery and reliability, calling it solely a cultural movement is too narrow. B . Incorrect. This describes Lean principles rather than Agile Service Management. C . Incorrect. This describes DevOps rather than Agile Service Management. D . Correct. Agile Service Management focuses on adapting service processes to align with Agile values, balancing flexibility with adequate control to ensure efficiency. Reference: ITIL 4 Service Value System. Agile Service Management Guide (Agile and ITIL integration).
Question #2 (Topic: Demo Questions)

What BEST describes the Practice Backlog?

A.
The artifact that documents what will be needed in the next Sprint
B.
The single source of requirements for a practice
C.
The project plan that will guide the practice’s implementation roadmap
D.
All of the above
Correct Answer: B
Explanation:
The Practice Backlog serves as the single source of truth for requirements within a service management practice, similar to how a Product Backlog functions in Scrum.
A. Incorrect. This describes a Sprint Backlog, not the Practice Backlog.
B. Correct. The Practice Backlog acts as the comprehensive repository for requirements specific to a practice.
C. Incorrect. While the Practice Backlog informs the roadmap, it is not a detailed project plan.
D. Incorrect. Only B accurately reflects the nature of a Practice Backlog.
References:
ITIL 4 and Agile Service Management: Practice Backlog as a requirements repository.
Question #3 (Topic: Demo Questions)

What is the starting point when designing an Agile process?

A.
Understand the practice’s vision and goal
B.
Understand who your customers are and what they value
C.
Getting the right stakeholders engaged
D.
Understand the service management architecture
Correct Answer: B
Explanation:
Designing an Agile process begins with understanding customer needs and value to ensure that processes align with delivering that value efficiently.
A. Incorrect. While understanding the vision and goal is important, focusing on customer value takes precedence in Agile.
B. Correct. Agile emphasizes delivering value to customers, making this the critical starting point for process design.
C. Incorrect. Engaging stakeholders is essential but follows after understanding customer needs.
D. Incorrect. Understanding architecture comes later in the design process, after defining customer-centric objectives.
References:
Agile Manifesto: Customer collaboration over contract negotiation.
ITIL 4: Service design principles.
Question #4 (Topic: Demo Questions)

An organization's CIO believes they will better serve customers if they become more Agile. How can an organization become more Agile?

A.
Shift IT's main focus to software development
B.
Put strict control on changes and only allow them early in development
C.
Be more collaborative
D.
 Both A and C
Correct Answer: C
Explanation:
Becoming more Agile requires fostering collaboration, flexibility, and customer focus. Let’s evaluate the options: A . Incorrect. While IT plays a crucial role in Agile transformation, solely focusing on software development doesn't address Agile principles like collaboration, iterative value delivery, and responsiveness to change. B . Incorrect. Strict control over changes contradicts Agile principles, which encourage adaptability and welcoming change throughout development. C . Correct. Collaboration is a core value in Agile, emphasizing interactions among teams, customers, and stakeholders to deliver value effectively. D . Incorrect. While collaboration is correct, pairing it with a narrow IT focus (option A) doesn’t reflect a holistic Agile transformation. Reference: Agile Manifesto (Individual and interactions over processes and tools). Principles of Agile Transformation: Collaboration and adaptability are key.
Question #5 (Topic: Demo Questions)

What does the Sprint Backlog provide the Agile Service Management Team?

A.
Description of how to meet the Sprint requirements
B.
List of requirements that must be met during the Sprint
C.
Ability to be self-managing to meet the Sprint Goal
D.
Both A and C
Next Question
Correct Answer: D
Explanation:
The Sprint Backlog provides the team with a clear understanding of what needs to be done and the freedom to self-manage to achieve the Sprint Goal.
A. Correct. The Sprint Backlog includes a plan for how the team will meet the Sprint requirements.
B. Incorrect. While the Sprint Backlog lists work items, this alone doesn’t cover its full purpose.
C. Correct. Agile teams are self-managing, and the Sprint Backlog empowers them to organize their work autonomously.
D. Correct. Both A and C accurately describe the purpose of the Sprint Backlog.
References:
Scrum Guide 2020: Purpose and contents of the Sprint Backlog.
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