Integrating ITSM, Lean, and DevOps 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 Integrating ITSM, Lean, and DevOps flashcards as text
In the context of integrating ITSM and DevOps, what does the concept of 'shifting left' primarily refer to?
Answer: Moving testing and quality activities earlier in the development pipeline
Shifting left means performing testing, security, and quality checks earlier in the pipeline to catch issues sooner and reduce cost of failure.
Which Lean principle is most directly applied when a DevOps team uses automated deployment pipelines to eliminate manual handoffs?
Answer: Eliminate waste
Automating manual handoffs directly eliminates waste (muda) by removing non-value-adding steps from the delivery process.
A service team adopts a blameless post-incident review practice from DevOps culture. Which ITSM process does this practice most enhance?
Answer: Problem management
Blameless post-incident reviews focus on identifying root causes and systemic improvements, which is the core goal of problem management.
In an integrated ITSM/DevOps environment, a 'feature flag' is used to deploy code to production while keeping it inactive. This technique primarily supports which ITSM practice?
Answer: Change enablement
Feature flags allow progressive exposure and instant rollback, reducing the risk of changes — a key goal of change enablement.
Which of the following best describes how Lean's 'value stream mapping' contributes to ITSM improvement?
Answer: It identifies bottlenecks and waste in the end-to-end service delivery flow
Value stream mapping visualizes every step in a process to reveal bottlenecks, delays, and waste that can be eliminated to improve flow.
An agile service manager wants to measure the effectiveness of integrating Lean into ITSM workflows. Which metric best reflects improvement in flow efficiency?
Answer: Ratio of value-add time to total lead time
Flow efficiency — the ratio of active work time to total lead time — directly measures how much of the process adds value versus wait time.
When integrating DevOps and ITSM, the concept of 'everything as code' (infrastructure as code, policy as code) primarily supports which ITSM outcome?
Answer: Consistent, repeatable, and auditable configurations
Treating infrastructure and policies as code ensures configurations are version-controlled, consistent across environments, and fully auditable.