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
Which term describes a metric that directly measures the performance of a service or process against a defined target?
Answer: Key Performance Indicator (KPI)
A KPI is a metric tied directly to a defined target that indicates whether a service or process is performing as expected.
What is the primary purpose of a Critical Success Factor (CSF) in CSI?
Answer: To define what must happen for a service or process to be considered successful
A CSF identifies the conditions or capabilities that must be in place for a service or process to achieve its objectives.
In ITIL CSI, what does the term 'baseline' refer to?
Answer: A snapshot of the current state used as a reference point for measuring improvement
A baseline captures the current state of a metric or service so that future changes can be measured against it.
Which metric type measures the end-to-end experience of a service from the customer's perspective?
Answer: End-to-end service metric
End-to-end service metrics capture the customer's holistic experience, including all components supporting the service.
What is the correct order of steps in the CSI Measurement Framework?
Answer: Define what you should measure → Define what you can measure → Gather data → Process data → Analyze data → Present information → Implement improvement
The CSI Measurement Framework begins by defining what should and can be measured before collecting and analyzing data.
Which of the following best describes a 'metric' in the context of CSI?
Answer: A quantifiable measure used to determine how well a process or service is performing
A metric is a specific quantifiable measure that indicates the performance level of a process or service.