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.
Read the first 7 Metrics and Measurement for CSI flashcards as text
An organization reports 99.9% availability for a service but major outages still frustrate users. Which measurement approach would better reflect user experience?
Answer: Measure availability only during business hours weighted by transaction volume
Weighting availability by business hours and transaction volume ensures the metric reflects the impact of downtime when it matters most to users.
Which of the following describes a 'vanity metric' in the context of CSI?
Answer: A metric that looks impressive but does not reflect actionable service improvement
A vanity metric appears positive on the surface but does not provide insight that can be acted upon to improve services or outcomes.
A CSI team is applying the 'process perspective' of a balanced scorecard to IT service management. Which metric fits this perspective?
Answer: Average change implementation time
The internal process perspective of a balanced scorecard focuses on efficiency and effectiveness of internal IT processes, such as change implementation cycle time.
When establishing measurement for CSI, which sequence is correct according to ITIL guidance?
Answer: Define goals → Define what to measure → Collect data → Process and analyze
ITIL's seven-step improvement process begins with defining goals and what to measure before any data is collected or analyzed.
Which statement about Critical Success Factors (CSFs) and KPIs is accurate?
Answer: Each CSF should have at least one KPI that indicates whether it is being achieved
KPIs are the measurable indicators used to determine whether a Critical Success Factor — a condition necessary for success — is being met.
An ITIL Practitioner is asked to reduce the number of metrics reported to executives. What principle should guide which metrics to keep?
Answer: Keep only metrics that are directly linked to business outcomes and decisions
Metrics presented to executives should be directly tied to business outcomes so they inform strategic decisions rather than creating noise.
A service has met its availability target for 12 consecutive months. A stakeholder proposes tightening the target. What CSI consideration supports this decision?
Answer: Consistent over-achievement suggests the current target no longer stretches the organization toward meaningful improvement
When targets are consistently exceeded, CSI best practice encourages raising them to continue driving improvement rather than accepting comfortable complacency.