Certified Agile Service Manager Continuous Service Improvement 4

Question 1

Which Lean principle most directly supports CSI by eliminating activities that don't add value?

Accepted Answer

Eliminate waste

Answer

Eliminating waste (muda) removes non-value-adding steps from service processes, making improvement efforts more impactful.

Question 2

When a CSI team uses A/B testing in service management, they are primarily:

Accepted Answer

Empirically evaluating which of two service approaches delivers better outcomes

Answer

A/B testing applies empirical validation to service changes, allowing data-driven decisions rather than assumptions about which approach is better.

Question 3

In Agile CSI, 'inspect and adapt' requires that teams:

Accepted Answer

Regularly review outcomes and adjust processes based on empirical evidence

Answer

Inspect and adapt is a core empirical principle where frequent review of actual outcomes drives continuous adjustments to the service approach.

Question 4

A service team's cycle time has increased significantly. Which CSI technique helps identify where delays are accumulating?

Accepted Answer

Cumulative Flow Diagram (CFD)

Answer

A Cumulative Flow Diagram visualizes work stages over time, making it easy to spot where items are piling up and causing cycle time increases.

Question 5

What distinguishes 'continuous improvement' from 'periodic improvement' in Agile service management?

Accepted Answer

Continuous improvement is embedded in daily work rather than confined to scheduled review events

Answer

Agile CSI embeds improvement thinking into every sprint and daily practice rather than reserving it for infrequent formal reviews.

Certified Agile Service Manager Practice Test