Certified Agile Service Manager Integrating ITSM, Lean, and DevOps 2

Question 1

In the context of integrating ITSM and DevOps, what does the concept of 'shifting left' primarily refer to?

Accepted Answer

Moving testing and quality activities earlier in the development pipeline

Answer

Shifting left means performing testing, security, and quality checks earlier in the pipeline to catch issues sooner and reduce cost of failure.

Question 2

Which Lean principle is most directly applied when a DevOps team uses automated deployment pipelines to eliminate manual handoffs?

Accepted Answer

Eliminate waste

Answer

Automating manual handoffs directly eliminates waste (muda) by removing non-value-adding steps from the delivery process.

Question 3

A service team adopts a blameless post-incident review practice from DevOps culture. Which ITSM process does this practice most enhance?

Accepted Answer

Problem management

Answer

Blameless post-incident reviews focus on identifying root causes and systemic improvements, which is the core goal of problem management.

Question 4

In an integrated ITSM/DevOps environment, a 'feature flag' is used to deploy code to production while keeping it inactive. This technique primarily supports which ITSM practice?

Accepted Answer

Change enablement

Answer

Feature flags allow progressive exposure and instant rollback, reducing the risk of changes — a key goal of change enablement.

Question 5

Which of the following best describes how Lean's 'value stream mapping' contributes to ITSM improvement?

Accepted Answer

It identifies bottlenecks and waste in the end-to-end service delivery flow

Answer

Value stream mapping visualizes every step in a process to reveal bottlenecks, delays, and waste that can be eliminated to improve flow.

Certified Agile Service Manager Practice Test

Certified Agile Service Manager Practice Test

Certified Agile Service Manager Integrating ITSM, Lean, and DevOps 2