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Metrics and Measurement for CSI 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.

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  1. An organization tracks the number of incidents resolved within SLA each month. Which category of metric does this represent?

    Answer: Service metric

    Service metrics measure the end-to-end performance of a service as experienced by the customer, such as SLA compliance rates.

  2. In ITIL CSI, what is the primary purpose of a balanced scorecard?

    Answer: To align IT metrics with multiple business perspectives simultaneously

    A balanced scorecard links IT performance to financial, customer, internal process, and learning/growth perspectives to give a holistic view.

  3. A service desk manager wants to measure how efficiently agents handle calls. Which metric is most appropriate?

    Answer: First contact resolution rate

    First contact resolution rate directly measures the efficiency with which service desk agents resolve issues during the initial customer interaction.

  4. Which statement best describes the difference between a KPI and a metric in ITIL CSI?

    Answer: A KPI is a metric selected to evaluate progress toward a specific goal

    A KPI is a specific metric chosen because it indicates whether a critical success factor or strategic objective is being achieved.

  5. An IT organization measures CPU utilization across all servers. This is an example of which metric type?

    Answer: Technology metric

    Technology metrics measure the performance of individual components or infrastructure elements, such as server CPU utilization.

  6. During a CSI initiative, a team discovers their SLAs are consistently met but customer satisfaction scores are declining. What does this most likely indicate?

    Answer: The SLA targets are set too low to reflect real customer needs

    When SLAs are met but satisfaction drops, it typically means the SLA thresholds do not adequately capture what customers actually value.

  7. What is the role of 'baselines' in CSI measurement?

    Answer: To provide a reference point against which improvement can be measured

    Baselines capture the current state of performance so that future measurements can be compared to demonstrate whether improvement has actually occurred.