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 the context of Agile service management, 'technical debt' relates to CSI because:
Answer: Accumulated shortcuts reduce future improvement velocity and must be addressed continuously
Technical debt slows teams down over time; CSI practices include regularly allocating capacity to reduce it and maintain improvement momentum.
Which visualization tool helps a CSI team identify bottlenecks in their service workflow?
Answer: Value Stream Map
Value Stream Mapping reveals where work flows, where it stalls, and which steps add or waste value in the service delivery process.
What does 'shift-left' mean in Agile CSI for service management?
Answer: Addressing quality and problem-solving earlier in the service lifecycle
Shift-left means detecting and resolving issues as early as possible in the process, reducing rework and incident costs.
An Agile service manager wants to foster a 'blameless post-mortem' culture. What is the primary goal?
Answer: Focus on systemic causes and learning rather than punishing individuals
Blameless post-mortems emphasize learning from failures to improve systems, which encourages transparency and honest reporting.
How does 'Definition of Done' (DoD) support continuous service improvement?
Answer: It establishes consistent quality criteria that prevent defects from advancing and guides improvement targets
A clear DoD sets the quality bar for completed work, and teams can improve the DoD itself over time as capabilities mature.
In CSI, 'leading indicators' are preferred over 'lagging indicators' because:
Answer: They signal problems early enough to allow corrective action before service impact
Leading indicators allow teams to intervene proactively, whereas lagging indicators only confirm problems after they have already affected service.
A team adopts OKRs (Objectives and Key Results) for CSI. The 'Key Results' should be:
Answer: Specific, measurable outcomes that indicate progress toward the objective
Key Results must be measurable and time-bound to provide a clear signal of whether improvement efforts are achieving the intended objective.