Service Management Metrics and KPIs 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 Service Management Metrics and KPIs flashcards as text
In Agile SM, which approach best supports metric-driven continuous improvement?
Answer: Selecting a small set of meaningful metrics and reviewing them regularly
Focusing on a small, meaningful set of metrics and reviewing them consistently enables actionable insights without overwhelming the team.
What does a consistently widening gap between lead time and cycle time indicate in a service workflow?
Answer: Work items are spending excessive time waiting before being worked on
A large gap between lead time and cycle time signals that items are queuing or waiting for resources rather than being worked on promptly.
Which Agile practice is most useful for reviewing service performance metrics and identifying improvement actions as a team?
Answer: Sprint retrospective
The sprint retrospective is the dedicated ceremony for the team to inspect their performance and define concrete improvement actions.
In the context of CASM, what does 'error budget' refer to?
Answer: The allowed amount of downtime or errors before an SLO is breached
An error budget is the tolerated margin of failure before a service level objective is violated, balancing reliability with innovation speed.
Why should Agile Service Managers share performance metrics openly with customers and stakeholders?
Answer: To build trust through transparency and enable informed collaboration
Sharing metrics openly aligns with Agile values of transparency, builds customer trust, and enables collaborative problem-solving when targets are missed.
Which scenario best demonstrates a 'balanced scorecard' approach to service measurement in Agile SM?
Answer: Measuring financial, customer, process, and learning dimensions simultaneously
A balanced scorecard combines multiple dimensions — financial, customer, internal process, and growth — to give a holistic view of service performance.