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 service organization uses ITSM practices but wants to adopt DevOps. Which common conflict must be resolved first?
Answer: ITSM's change control processes may slow DevOps deployment velocity if not adapted
Traditional change advisory board processes can create bottlenecks for frequent DevOps deployments; adapting change management (e.g., pre-approved changes) resolves this conflict.
The Lean concept of 'muri' (overburden) in an ITSM context would most likely manifest as:
Answer: On-call engineers handling critical incidents with no rotation or backup
Muri describes overburden on people or systems; on-call engineers without rotation bear excessive load that leads to burnout and quality degradation.
Which integration pattern best demonstrates the combination of ITSM service level management with Lean and DevOps principles?
Answer: Defining SLOs collaboratively with product teams and using error budgets to balance reliability and feature velocity
Site Reliability Engineering's SLO/error budget approach aligns Lean flow optimization with ITSM reliability goals and DevOps delivery velocity.
In an organization integrating ITSM with DevOps, 'ChatOps' tools primarily support which capability?
Answer: Centralizing operations collaboration, automation triggers, and incident communication in a shared chat platform
ChatOps brings together communication, automation, and incident response into a single chat platform, improving transparency and reducing context switching.
Which Lean waste type is most commonly introduced when ITSM ticketing systems require excessive fields and approvals for simple service requests?
Answer: Overprocessing
Overprocessing occurs when more steps, fields, or approvals are applied than the value of the work requires, adding no customer value.
A Certified Agile Service Manager is designing a new incident response workflow. Which DevOps practice would best reduce Mean Time to Restore (MTTR)?
Answer: Implementing observability with distributed tracing, structured logging, and alerting
Observability tools (tracing, logging, alerting) enable faster diagnosis by surfacing where failures occur, directly reducing MTTR.
When implementing a DevOps 'infrastructure as code' approach, which ITSM practice is most directly strengthened?
Answer: Configuration management
Infrastructure as code version-controls all environment configurations, making them consistent, auditable, and automatically aligned with the CMDB.