Sustaining improvements in Agile Service Management requires fostering a culture of learning,

feedback, and collaboration. Simply increasing the velocity of teams does not inherently sustain

improvements and can sometimes lead to burnout if not managed properly.

A . Incorrect. Ongoing training equips employees with the skills needed to adapt to changes, which

sustains improvements.

B . Correct. While increasing velocity is desirable, it does not directly sustain improvements and may

have negative impacts without adequate support.

C . Incorrect. Sharing successes and lessons learned builds a culture of continuous improvement.

D . Incorrect. Soliciting feedback ensures that changes remain relevant and effective, a key factor in

sustaining improvements.

Reference:

ITIL 4: Continuous Improvement principles.

Scrum and Agile: Importance of sustainable delivery practices.

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).

ITIL 4 defines specific guiding principles that help organizations adopt and adapt practices in a service

management context. Let’s analyze the options:

A . Correct. “Start where you are” encourages building upon existing capabilities instead of starting

from scratch.

B . Incorrect. While understanding flow is crucial in Lean practices, this specific phrasing is not an ITIL

guiding principle. ITIL focuses more on holistic principles such as collaboration and iteration.

C . Correct. “Progress iteratively with feedback” reflects Agile and Lean practices in ITIL, ensuring

incremental improvements with customer input.

D . Correct. Collaboration and visibility are key to ITIL 4 principles, promoting shared understanding

and transparency.

Reference:

ITIL 4 Guiding Principles: Axelos ITIL 4 Foundation materials.

Agile Process Improvement focuses on delivering value through iterative enhancements, aligning

practices with Agile principles, and eliminating waste. While reviews are part of improvement, the

act of conducting regular reviews is not an overarching goal.

A . Correct. Regular reviews are a practice, not a primary goal of Agile Process Improvement.

B . Incorrect. Eliminating waste is central to Agile Process Improvement, aligning with Lean

principles.

C . Incorrect. Ensuring alignment across practices is vital for cohesive delivery.

D . Incorrect. Maintaining relevancy and value creation is a key Agile goal.

Reference:

ITIL 4: Process improvement goals in Agile Service Management.

An Epic is a larger work item that is broken down into smaller, related user stories. It is not directly

tied to Sprint requirements.

A . Incorrect. An Epic is not a single user story; it encompasses multiple related user stories.

B . Correct. Epics represent a grouping of related user stories that contribute to a larger feature or

objective.

C . Incorrect. Epics are not necessarily scoped to a single Sprint; they may span multiple Sprints.

D . Incorrect. While related stories are correct, the reference to Sprint requirements is inaccurate.

Reference:

Agile Glossary: Definition of Epics.

Microprocesses are small, independent activities within a broader process, focused on efficiency and

adaptability. Let’s evaluate the options:

A . Incorrect. While small, frequent releases are characteristic of Agile principles, this is not a specific

characteristic of microprocesses. Microprocesses focus on modularity and adaptability rather than

release strategies.

B . Correct. Outputs from microprocesses can feed into multiple practices, demonstrating their

flexibility and reusability.

C . Correct. Each microprocess adds incremental value, aligning with Agile’s iterative approach.

D . Correct. Microprocesses are often tailored to support specific processes or practices.

Reference:

Agile Process Improvement: Microprocess design principles.

ITIL 4: Process modularity and adaptability.

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.

Reference:

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

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

Intelligent automation begins with intelligent processes that are designed to adapt and respond to

dynamic needs, supported by automation tools and resilient technology.

A . Correct. The foundation of intelligent automation is a process designed with adaptability and

efficiency in mind.

B . Incorrect. Tools are important but secondary to having a well-designed process.

C . Incorrect. Resilient technology supports automation but does not serve as the starting point.

D . Incorrect. Resilient processes are an outcome of intelligent process design.

Reference:

ITIL 4: Role of intelligent automation in service management.

Agile and DevOps: Process-first approach to automation.

The selection of automation tools should be made by those with deep 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.

Reference:

DevOps practices: Collaborative tool selection.

ITIL 4: Importance of domain expertise in automation decisions.

Thank you for your visit.

In Scrum, the Product Owner has 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.

Reference:

Scrum Guide 2020: The role of the Product Owner