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
What is the relationship between CSFs and KPIs in ITIL CSI?
Answer: KPIs measure whether CSFs are being achieved
KPIs are the quantifiable metrics that indicate whether the conditions defined by CSFs are being met.
Why is it important to establish baselines before implementing a CSI initiative?
Answer: Without a baseline you cannot objectively measure whether improvement has occurred
A baseline provides the reference point against which post-improvement performance can be compared to prove that change occurred.
Which of the following is an example of a process metric?
Answer: Percentage of incidents resolved within SLA target
Percentage of incidents resolved within SLA is a process metric because it measures how well the incident management process performs.
What does 'presenting information' as a step in the CSI Measurement Framework involve?
Answer: Tailoring reports and dashboards for specific audiences so they can make informed decisions
Presenting information means packaging analyzed data into audience-appropriate formats that support decision-making.
What is a 'service scorecard' used for in CSI?
Answer: To provide a consolidated view of service performance across multiple KPIs
A service scorecard aggregates multiple KPIs into a single view, giving stakeholders a quick health check of a service.
In CSI, what does 'availability' as a metric typically measure?
Answer: The percentage of agreed time that a service or component is functioning as required
Availability is expressed as a percentage of the agreed service hours during which the service is fully operational.