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
Which of the following BEST describes the relationship between CSFs and KPIs in ITIL measurement?
Answer: KPIs are the quantifiable measures used to evaluate progress toward achieving CSFs
KPIs provide the measurable evidence that a Critical Success Factor is being achieved, translating qualitative goals into quantitative data.
A service provider finds its SLA compliance is consistently at 100% yet customer complaints are rising. What is the MOST likely explanation?
Answer: The SLA targets are set too loosely and do not reflect actual customer expectations
SLA targets that are too lenient can be fully met while still failing to meet the real quality customers expect.
In the context of ITIL continual improvement, what is the CORRECT sequence when using the CSI approach?
Answer: Define what you should measure → Gather data → Process data → Analyze → Present → Implement improvements
The ITIL CSI seven-step improvement process begins by defining measurement needs, then collects, processes, and analyzes data before presenting and implementing improvements.
An organization wants to compare its incident resolution performance against industry peers. Which measurement approach does this represent?
Answer: Benchmarking
Benchmarking compares an organization's performance metrics against external industry standards or peer organizations to identify gaps.
Which metric would BEST indicate whether a Problem Management practice is effectively reducing recurring incidents?
Answer: Percentage reduction in recurring incidents after known errors are resolved
A reduction in recurring incidents after known errors are addressed directly measures Problem Management's effectiveness in eliminating root causes.
A dashboard shows that average incident resolution time increased last month. Before drawing conclusions, what should an analyst check FIRST?
Answer: Whether the composition or severity mix of incidents changed during the same period
A change in incident severity mix can skew average resolution time independently of team performance, making context essential before interpreting the trend.
Which ITIL concept emphasizes that metrics should be defined at the strategic, tactical, and operational levels to provide a complete picture of performance?
Answer: Three-tier measurement hierarchy
ITIL recommends a three-tier measurement hierarchy where strategic metrics align with business goals, tactical metrics track process performance, and operational metrics monitor day-to-day activities.