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
A company practicing DevOps implements automated canary deployments. How does this align with Lean thinking?
Answer: It reduces batch size and limits exposure risk during releases
Canary deployments release changes to a small subset of users first, embodying Lean's principle of small batch sizes to reduce risk and enable fast feedback.
In ITSM, the 'three ways' of DevOps — flow, feedback, and continual learning — most closely map to which ITIL guiding principle?
Answer: Progress iteratively with feedback
The three ways emphasize iterative delivery, fast feedback loops, and learning from outcomes, which aligns directly with 'progress iteratively with feedback.'
Which scenario best illustrates the integration of Lean's 'pull system' with ITSM service request management?
Answer: Publishing a service catalog with pre-approved items for self-service consumption
A self-service catalog where users pull what they need on demand mirrors Lean's pull system, preventing overproduction of services or resources.
DevOps metrics such as deployment frequency, lead time for changes, MTTR, and change failure rate are collectively known as:
Answer: DORA metrics
DORA (DevOps Research and Assessment) metrics are the four key measures used to assess DevOps performance and software delivery capability.
An ITSM team adopts the Lean concept of 'andon' — stopping work when a defect is detected. In a DevOps pipeline, this is best implemented as:
Answer: Automated pipeline gates that halt deployments when tests fail
Automated pipeline gates that stop deployment on test failure replicate the andon principle of halting the line to prevent defects from progressing downstream.
Which organizational structure best supports the integration of ITSM, Lean, and DevOps by breaking down silos between development and operations?
Answer: Cross-functional product teams with end-to-end ownership
Cross-functional product teams with end-to-end ownership embody the DevOps 'you build it, you run it' principle while enabling Lean flow across the full value stream.
In a Lean-ITSM context, 'genchi genbutsu' (go and see) is most analogous to which service management practice?
Answer: Conducting on-site observation during a service review
Genchi genbutsu means going to the actual place of work to observe reality firsthand, which mirrors on-site service observation rather than relying on secondhand reports.