Free Practice Questions for PeopleCert CASM Exam

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.

TheProcess Startup(or Daily Scrum equivalent in service management) is a quick status meeting to align the team’s efforts and inspect progress.

A.Incorrect. Attendance may involve stakeholders or others, depending on the context.

B.Incorrect. The inspection of progress toward the Sprint Goal is a characteristic of the Sprint Review, not the Process Startup.

C.Correct.The Process Startup functions as a status meeting to synchronize team activities.

D.Incorrect. Not all options are correct.

References:

Scrum Guide 2020: Daily Scrum principles.

Amicroprocessis a smaller, distinct activity within a larger process that can be managed independently. It contributes to the overall process’s goals but operates autonomously.

A.Incorrect. This describes a broader process, not a microprocess.

B.Correct. A microprocess is an independently manageable activity that can be defined, designed, and implemented without requiring extensive integration.

C.Incorrect. This describes a value stream, not a microprocess.

D.Incorrect. This describes an IT service process, not a microprocess.

References:

Agile and ITIL materials on service processes and their subdivisions.

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 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.

In Scrum and Agile practices, the decision to release an increment typically lies with theProduct Owner (or Agile Practice Owner in service contexts)because they are responsible for maximizing the value of the product and ensuring alignment with business needs.

A.Incorrect. While the team delivers the increment, the release decision is outside their authority.

B.Correct.The Agile Practice Owner is accountable for ensuring that a release aligns with business goals and customer needs.

C.Incorrect. The Agile Service Manager focuses on process facilitation, not increment releases.

D.Incorrect. The team supports increment development, but the release decision remains with the Agile Practice Owner.

References:

Scrum Guide 2020: Role of the Product Owner in release decisions.

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

TheDefinition of Done (DoD)is a shared understanding of what constitutes completeness for a backlog item or increment, ensuring transparency and quality.

A.Incorrect. This describes Sprint requirements, not the Definition of Done.

B.Correct.The DoD is an agreement among the team about the criteria that must be met for work to be considered done.

C.Incorrect. The Sprint Review reflects completed work but does not define the DoD.

D.Incorrect. Completing work for a Sprint doesn’t necessarily mean adhering to the DoD.

References:

Scrum Guide 2020: Definition of Done.

Agile Process Improvement emphasizes iterative, value-driven enhancements to processes, but it avoids unnecessary bureaucracy, such as overly comprehensive documentation.

A.Correct. Agile focuses on identifying and mitigating bottlenecks or constraints to optimize workflow.

B.Correct. Regular reviews, such as retrospectives, are essential to continuous improvement.

C.Incorrect.While documentation is important, Agile prefers documentation that is "just enough" to support collaboration and delivery, avoiding overly comprehensive updates.

D.Correct. Aligning processes with Agile values ensures that improvements drive responsiveness, flexibility, and customer satisfaction.

References:

Agile Manifesto principle: "Working software over comprehensive documentation."

Lean and Agile Process Improvement strategies in ITIL 4 and SAFe.