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Metrics and Measurement Flashcards

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

Read the first 7 Metrics and Measurement flashcards as text

  1. An organization measures Mean Time to Restore (MTTR) for incidents. What aspect of service performance does MTTR PRIMARILY capture?

    Answer: How quickly normal service operation is restored after an incident

    MTTR measures the average time elapsed from when an incident is detected until service is restored to normal operation.

  2. A manager wants to know whether IT changes are causing more problems than they solve. Which metric would BEST answer this question?

    Answer: Change success rate measured as the percentage of changes with no post-implementation incidents

    Change success rate directly measures whether implemented changes achieve their objectives without causing new incidents.

  3. In ITIL, what distinguishes a leading indicator from a lagging indicator in service measurement?

    Answer: Leading indicators predict future performance; lagging indicators reflect what has already happened

    Leading indicators provide early warning signals of future performance trends, while lagging indicators confirm historical outcomes.

  4. Which practice in ITIL is MOST responsible for defining, collecting, and reporting on service metrics?

    Answer: Service Level Management

    Service Level Management owns the process of agreeing on and reporting service performance metrics against agreed targets.

  5. A CIO asks for a single number that summarizes overall IT health. An ITIL practitioner warns against this approach. What is the MAIN risk?

    Answer: Aggregating into one number hides individual performance issues that require action

    Composite scores can mask poor performance in one area being offset by strong performance in another, leading to missed problems.

  6. Which term describes the scenario where IT measures what is easy to count rather than what truly matters for service quality?

    Answer: Vanity metrics

    Vanity metrics look impressive but do not correlate with meaningful outcomes or help drive better decisions.

  7. An organization sets an availability target of 99.9%. Over one month (720 hours), how many hours of downtime is this target equivalent to?

    Answer: 0.72 hours (approximately 43 minutes)

    99.9% availability means 0.1% downtime; 0.001 × 720 hours = 0.72 hours, or approximately 43 minutes.