Continuous Service Improvement Flashcards
7 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 7 Continuous Service Improvement flashcards as text
In Agile CSI, what does a 'retrospective' primarily focus on?
Answer: Reflecting on team process and identifying improvements
Retrospectives focus on team processes, collaboration, and identifying actionable improvements for future iterations.
Which metric best measures the effectiveness of CSI initiatives in service management?
Answer: Mean Time To Recover (MTTR) trend over time
Tracking MTTR trends over time directly reflects whether CSI efforts are improving the team's ability to restore services.
A Kaizen event in Agile CSI is best described as:
Answer: A focused, short-duration improvement burst targeting a specific problem
Kaizen events are concentrated improvement workshops where a team addresses a specific problem area in a short, intensive effort.
What is the role of 'psychological safety' in continuous service improvement teams?
Answer: It allows team members to raise concerns and experiment without fear of blame
Psychological safety enables honest dialogue, experimentation, and learning from failures — all critical for sustained improvement.
When applying the PDCA cycle in an Agile context, which phase aligns most closely with a sprint review?
Answer: Check
The Check phase involves evaluating results against expectations, which mirrors what happens during a sprint review when outcomes are assessed.
Which Agile practice helps teams maintain a continuous improvement backlog?
Answer: Maintaining a dedicated 'improvement backlog' or 'kaizen backlog'
An improvement backlog captures identified improvement opportunities and ensures they are prioritized and addressed systematically.
A service team notices its deployment frequency has decreased over three sprints. According to CSI principles, the FIRST step should be:
Answer: Measure and analyze the root cause before taking action
CSI requires data-driven understanding of root causes before implementing solutions to avoid fixing the wrong problem.