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
An agile service manager applies the Theory of Constraints (ToC) to an ITSM workflow. What is the FIRST step in the ToC process?
Answer: Identify the system's single biggest constraint
The first step in ToC's five focusing steps is to identify the system's constraint — the bottleneck limiting overall throughput — before taking any action.
A DevOps team uses 'immutable infrastructure' — replacing servers rather than patching them. How does this practice align with ITSM change management?
Answer: It makes changes consistent, auditable, and fully reversible through replacement
Immutable infrastructure replaces rather than modifies, ensuring all changes are deliberate, traceable, and can be reversed by redeploying a prior version.
Which of the following ITSM metrics most directly maps to Lean's focus on reducing 'lead time'?
Answer: Change implementation time from request to deployment
Change implementation time (request to deployment) directly measures lead time — the total elapsed time from customer need to value delivery.
In integrating ITSM and DevOps, 'toil' — as defined by Google SRE — refers to:
Answer: Manual, repetitive, automatable operational work that scales with service growth
Toil is SRE's term for manual, repetitive, tactical work that grows linearly with service load and provides no enduring value — a direct Lean waste analog.
A service team adopts 'dark launching' — deploying new service features to production without exposing them to users. This technique primarily benefits which integrated practice?
Answer: Capacity management and performance testing under real load conditions
Dark launching tests new code under real production load without user exposure, providing accurate capacity and performance data not achievable in staging.
Which statement best describes the relationship between Agile service management and ITIL 4's 'service value system'?
Answer: Agile practices provide the delivery mechanism that operates within the service value system's guiding principles and value chain
Agile practices are delivery mechanisms that operate within ITIL 4's SVS, using its guiding principles and value chain activities to co-create value iteratively.
An organization integrating ITSM, Lean, and DevOps wants to prevent re-occurrence of a major incident. Which integrated practice combination is most effective?
Answer: Automated monitoring alerts combined with blameless post-mortems and problem record creation
Combining observability, blameless post-mortems (DevOps/Lean), and problem records (ITSM) addresses recurrence prevention through detection, learning, and systemic fixes.