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CSI Metrics and Measurement Flashcards

6 cards from real CSI practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 6 CSI Metrics and Measurement flashcards as text

  1. What does the acronym 'CSF' stand for in ITIL?

    Answer: Critical Success Factor

    CSF stands for Critical Success Factor, which defines the conditions necessary for a service or process to succeed.

  2. How many KPIs should typically be associated with a single CSF?

    Answer: A small number, usually two to five

    Best practice recommends a small set of KPIs per CSF to keep measurement focused and actionable.

  3. Which type of metric measures the performance of components such as servers, network devices, or applications?

    Answer: Technology metric

    Technology metrics track the performance of individual infrastructure components rather than end-to-end services or processes.

  4. What is the purpose of benchmarking in CSI?

    Answer: To compare performance against industry standards or peer organizations to identify improvement opportunities

    Benchmarking compares an organization's metrics against external standards to reveal gaps and improvement opportunities.

  5. In CSI, what does 'data processing' involve after raw data is gathered?

    Answer: Converting raw data into a format suitable for analysis, such as calculating averages or percentages

    Data processing transforms raw measurements into structured information that can be meaningfully analyzed.

  6. Which presentation format is most effective for showing trends over time in CSI reporting?

    Answer: Line graph or trend chart

    Line graphs and trend charts clearly show how a metric changes over time, making them ideal for CSI performance tracking.