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 service management, the 'Three Ways' of DevOps primarily inform CSI by emphasizing:
Answer: Flow, feedback, and continual learning and experimentation
The Three Ways—flow, fast feedback, and continuous learning—provide a systemic framework for embedding improvement into every aspect of service delivery.
A service manager wants to quantify the ROI of a CSI initiative. The MOST appropriate approach is to:
Answer: Compare measurable baseline metrics before and after the improvement with a defined time horizon
Calculating ROI requires establishing a baseline, implementing the change, and measuring concrete outcomes over a defined period to quantify real impact.
Which approach ensures CSI improvements are sustained rather than reverting to old practices?
Answer: Embedding new behaviors into standard work and updating processes, checklists, and the Definition of Done
Institutionalizing improvements through updated standards, checklists, and DoD prevents regression and makes new behaviors the default way of working.
How does 'servant leadership' from Agile contribute to a culture of continuous improvement?
Answer: Leaders remove impediments and empower teams to identify and drive their own improvements
Servant leaders create conditions where teams feel empowered and supported to experiment, which is the foundation of sustained continuous improvement.
In Agile CSI, 'feedback loops' are most valuable when they are:
Answer: Short and frequent so teams can adjust quickly based on real data
Short, frequent feedback loops accelerate learning and enable teams to course-correct before problems escalate or waste accumulates.
A CSI team wants to prioritize which improvements to tackle first. Which technique helps rank improvement opportunities by impact and effort?
Answer: Effort/Impact matrix (2x2 prioritization grid)
An Effort/Impact matrix helps teams quickly identify high-impact, low-effort improvements to tackle first, maximizing ROI on improvement investment.
Which behavior MOST undermines a continuous service improvement culture in an Agile team?
Answer: Hiding failures and only reporting successes to management
Hiding failures prevents learning, creates a blame culture, and breaks the feedback loops essential for continuous improvement to function.