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
Which Lean principle most directly supports CSI by eliminating activities that don't add value?
Answer: Eliminate waste
Eliminating waste (muda) removes non-value-adding steps from service processes, making improvement efforts more impactful.
When a CSI team uses A/B testing in service management, they are primarily:
Answer: Empirically evaluating which of two service approaches delivers better outcomes
A/B testing applies empirical validation to service changes, allowing data-driven decisions rather than assumptions about which approach is better.
In Agile CSI, 'inspect and adapt' requires that teams:
Answer: Regularly review outcomes and adjust processes based on empirical evidence
Inspect and adapt is a core empirical principle where frequent review of actual outcomes drives continuous adjustments to the service approach.
A service team's cycle time has increased significantly. Which CSI technique helps identify where delays are accumulating?
Answer: Cumulative Flow Diagram (CFD)
A Cumulative Flow Diagram visualizes work stages over time, making it easy to spot where items are piling up and causing cycle time increases.
What distinguishes 'continuous improvement' from 'periodic improvement' in Agile service management?
Answer: Continuous improvement is embedded in daily work rather than confined to scheduled review events
Agile CSI embeds improvement thinking into every sprint and daily practice rather than reserving it for infrequent formal reviews.
Which stakeholder communication practice best supports CSI transparency?
Answer: Radiating real-time information via visible dashboards and regular demos
Information radiators and regular demos keep all stakeholders informed of progress, fostering trust and enabling faster feedback loops for improvement.
When a CSI initiative fails to produce results, an Agile team should FIRST:
Answer: Conduct a retrospective to understand why and extract learning
Failed initiatives are learning opportunities; a retrospective extracts insights that inform better approaches in subsequent improvement cycles.