Customer Value and Service Delivery Flashcards
6 cards from real Certified Agile Service Manager practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Value and Service Delivery flashcards as text
What is the purpose of a 'service promise' in Agile Service Management?
Answer: A clear, customer-facing commitment about what the service will deliver and how
A service promise sets clear expectations with customers about delivery, quality, and responsiveness in plain language they can understand.
In Agile SM, which practice involves identifying and removing activities that consume resources without adding customer value?
Answer: Waste elimination
Waste elimination, drawn from Lean principles, systematically identifies and removes non-value-adding steps from service delivery processes.
What does 'demand management' mean for an Agile Service Manager?
Answer: Understanding, influencing, and planning for customer demand patterns to optimize service delivery
Demand management involves forecasting and shaping customer demand so service capacity can be aligned efficiently without overloading the team.
Which Agile SM principle states that services should be designed around how customers naturally work?
Answer: Design for the user experience
Designing for user experience means shaping services around real customer workflows and needs rather than forcing customers to adapt to internal processes.
In the context of CASM, what is the role of a 'service owner'?
Answer: Being the single accountable point for service quality, delivery, and continuous improvement
The service owner is accountable end-to-end for the service's performance, customer satisfaction, and ongoing improvement across all supporting teams.
Which practice best supports a culture of proactive service delivery rather than reactive incident response?
Answer: Monitoring service health continuously and addressing potential issues before customers are impacted
Continuous monitoring enables teams to detect and resolve emerging issues before they become customer-impacting incidents.