PeopleCert Certified Agile Service ManagerV2.1 CASM Exam Dumps: Updated Questions & Answers (October 2025)

An Agile Service Management Team typically requires aLeaderwho guides the team in applying Agile practices, ensuring collaboration, and delivering value. Let’s evaluate the roles:

A.Correct.A leader is necessary to inspire, guide, and ensure the team adheres to Agile principles. This role may overlap with an Agile Service Manager or Scrum Master.

B.Incorrect. While developers may be part of service delivery teams, they are not mandatory for every Agile Service Management team, which focuses more on service processes.

C.Incorrect. Designers may contribute to specific tasks, but they are not core members of Agile Service Management teams.

D.Incorrect. While the customer provides input, they are not part of the team but rather a stakeholder.

References:

ITIL 4 Service Value Chain: Roles and responsibilities in Agile Service Management.

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

Designing an Agile process begins with understandingcustomer needs and valueto 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 startingpoint 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.

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 is often misunderstood, and one common misconception is treating it as a methodology. Let’s analyze the options:

A.Correct. Agile is applicable beyond software development. It originated in software but has since been applied to areas like marketing, operations, and even HR.

B.Incorrect.Agile is not a methodology. It is a mindset or philosophy characterized by values and principles outlined in the Agile Manifesto. Frameworks like Scrum, Kanban, or SAFe operationalize Agile, but Agile itself is not prescriptive.

C.Correct. Agile is defined by its guiding values and principles, which include customer collaboration, responding to change, and delivering value frequently.

D.Correct. Frameworks like Scrum and SAFe, as well as processes, help bring Agile principles into practice.

References:

Agile Manifesto: agilemanifesto.org

“Scrum Guide 2020” and “Kanban Method” for frameworks operationalizing Agile.

The Agile Service Manager embodies the role of aServant Leader,focusing on enabling and empowering the team to succeed rather than exerting top-down control.

A.Incorrect. While an Agile Service Manager can be inspiring, the primary focus is on serving the team and organization.

B.Incorrect. Accountability is important, but the Agile Service Manager prioritizes serving others.

C.Correct.As a Servant Leader, the Agile Service Manager removes impediments, supports the team’s autonomy, and ensures alignment with Agile values.

D.Incorrect. A Project Leader manages timelines and resources in traditional project management, which contrasts with the Agile Servant Leader role.

References:

Scrum Guide 2020: The Scrum Master as a Servant Leader.

ITIL 4: Servant Leadership in Agile environments.

The selection of automation tools should be made by those withdeep knowledge of the job, as they understand the specific requirements and nuances of the task.

A.Incorrect. The Agile Service Management Team supports automation efforts but may not have the technical expertise to select specific tools.

B.Incorrect. The Agile Practice Owner ensures alignment with goals but does not typically choose tools.

C.Correct.Those familiar with the job requirements are best suited to select the appropriate tools.

D.Incorrect. While Site Reliability Engineers may contribute, they are not the only ones qualified to select tools.

References:

DevOps practices: Collaborative tool selection.

ITIL 4: Importance of domain expertise in automation decisions.

The Sprint Backlog provides the team with a clear understanding ofwhat needs to be doneand thefreedom to self-manageto 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.

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.

The Agile Service Manager serves the organization byfostering agilityand improving the ability to respond to change effectively.

A.Correct.The Agile Service Manager’s role includes driving organizational agility by aligning processes and practices with Agile principles.

B.Incorrect. While Agile values outcomes over artifacts, this is a broader principle, not the primary focus of the Agile Service Manager's service to the organization.

C.Incorrect. Ensuring customer focus is more specific to the team and Product Owner roles.

D.Incorrect. The Agile Service Manager serves both the team and the broader organization by aligning efforts with strategic goals.

References:

ITIL 4: Agile Service Management as part of organizational agility.

SAFe Framework: Role of leaders in promoting enterprise agility.