Certified Agile Service Manager Continuous Service Improvement 2

Question 1

In Agile CSI, what does a 'retrospective' primarily focus on?

Accepted Answer

Reflecting on team process and identifying improvements

Answer

Retrospectives focus on team processes, collaboration, and identifying actionable improvements for future iterations.

Question 2

Which metric best measures the effectiveness of CSI initiatives in service management?

Accepted Answer

Mean Time To Recover (MTTR) trend over time

Answer

Tracking MTTR trends over time directly reflects whether CSI efforts are improving the team's ability to restore services.

Question 3

A Kaizen event in Agile CSI is best described as:

Accepted Answer

A focused, short-duration improvement burst targeting a specific problem

Answer

Kaizen events are concentrated improvement workshops where a team addresses a specific problem area in a short, intensive effort.

Question 4

What is the role of 'psychological safety' in continuous service improvement teams?

Accepted Answer

It allows team members to raise concerns and experiment without fear of blame

Answer

Psychological safety enables honest dialogue, experimentation, and learning from failures — all critical for sustained improvement.

Question 5

When applying the PDCA cycle in an Agile context, which phase aligns most closely with a sprint review?

Accepted Answer

Check

Answer

The Check phase involves evaluating results against expectations, which mirrors what happens during a sprint review when outcomes are assessed.

Certified Agile Service Manager Practice Test