Certified Agile Service Manager Integrating ITSM, Lean, and DevOps 5

Question 1

An agile service manager applies the Theory of Constraints (ToC) to an ITSM workflow. What is the FIRST step in the ToC process?

Accepted Answer

Identify the system's single biggest constraint

Answer

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.

Question 2

A DevOps team uses 'immutable infrastructure' — replacing servers rather than patching them. How does this practice align with ITSM change management?

Accepted Answer

It makes changes consistent, auditable, and fully reversible through replacement

Answer

Immutable infrastructure replaces rather than modifies, ensuring all changes are deliberate, traceable, and can be reversed by redeploying a prior version.

Question 3

Which of the following ITSM metrics most directly maps to Lean's focus on reducing 'lead time'?

Accepted Answer

Change implementation time from request to deployment

Answer

Change implementation time (request to deployment) directly measures lead time — the total elapsed time from customer need to value delivery.

Question 4

In integrating ITSM and DevOps, 'toil' — as defined by Google SRE — refers to:

Accepted Answer

Manual, repetitive, automatable operational work that scales with service growth

Answer

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.

Question 5

A service team adopts 'dark launching' — deploying new service features to production without exposing them to users. This technique primarily benefits which integrated practice?

Accepted Answer

Capacity management and performance testing under real load conditions

Answer

Dark launching tests new code under real production load without user exposure, providing accurate capacity and performance data not achievable in staging.

Certified Agile Service Manager Practice Test

Certified Agile Service Manager Practice Test

Certified Agile Service Manager Integrating ITSM, Lean, and DevOps 5