CASM Sample Questions Answers

Intelligent automationbegins withintelligent processesthat 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.

References:

ITIL 4: Role of intelligent automation in service management.

Agile and DevOps: Process-first approach to automation.

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.

Sustaining improvements in Agile Service Management requires fostering a culture of learning, feedback, and collaboration. Simplyincreasing the velocity of teamsdoes 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.

References:

ITIL 4: Continuous Improvement principles.

Scrum and Agile: Importance of sustainable delivery practices.

AMicroprocess Architectureis a structured framework of interrelated microprocesses designed to improve the efficiency and effectiveness of service management processes.

A.Correct.This definition captures the purpose and functionality of a microprocess architecture in service management.

B.Incorrect. While integration is part of a microprocess architecture, the emphasis is on interrelation and service management effectiveness.

C.Incorrect. Although it mentions structure and value, it does not emphasize the interconnected nature of the microprocesses.

D.Incorrect. Microprocess architectures are not exclusive to Scrum but are broader in scope.

References:

ITIL 4: Microprocess modularity and architecture principles.

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.

AMinimum Viable Process (MVP)is the smallest functional version of a process that delivers enough value for initial use while allowing for iterative refinement.

A.Incorrect. "Minimum Value Process" is not a recognized term in Agile.

B.Correct.The MVP concept aligns with Agile principles, focusing on delivering value early while enabling incremental improvements.

C.Incorrect. A Beta Release applies to software products rather than processes.

D.Incorrect. A Proof of Concept demonstrates feasibility but does not necessarily deliver usable value.

References:

Lean Startup by Eric Ries: MVP concept.

Agile principles: Iterative delivery and customer feedback.

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.

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.

References:

Agile Manifesto (Individual and interactions over processes and tools).

Principles of Agile Transformation: Collaboration and adaptability are key.

Lean is aproduction philosophyderived from Toyota's manufacturing system, which focuses on delivering customer value by reducing waste, improving flow, and continuously enhancing processes.

A.Incorrect. Lean is not a standard for delivering software. It is a broader philosophy that can be applied across industries.

B.Correct.Lean’s primary objective is to optimize customer value by eliminating inefficiencies and improving workflow.

C.Incorrect. While Lean uses pull systems to manage workflow, this is a method within Lean and not its overall definition.

D.Incorrect. DevOps values align with Lean principles but do not define Lean itself.

References:

Lean Thinking by James Womack and Daniel Jones

SAFe Framework: Applying Lean Principles