Certified Agile Service Manager Service Management Metrics and KPIs

Question 1

Which type of metric focuses on the outcomes delivered to customers rather than the volume of work completed?

Accepted Answer

Outcome metric

Answer

Output metric

Answer

Activity metric

Answer

Throughput metric

Question 2

In Agile Service Management, what does 'lead time' measure?

Accepted Answer

Time from request submission to fulfillment

Answer

Time spent actively working on a request

Answer

Time to resolve a major incident

Answer

Time between sprint planning sessions

Question 3

Which metric best indicates whether a service team is consistently delivering within agreed timeframes?

Accepted Answer

Service Level Agreement (SLA) compliance rate

Answer

Mean Time to Repair (MTTR)

Answer

Number of incidents logged

Answer

Sprint velocity

Question 4

What is 'cycle time' in an Agile service context?

Accepted Answer

Time actively spent working on an item from start to completion

Answer

Duration of a full sprint cycle

Answer

Time between recurring incidents

Answer

Total backlog processing time

Question 5

Which of the following is an example of a 'vanity metric' that Agile Service Managers should avoid over-relying on?

Accepted Answer

Number of tickets closed per day

Answer

Customer satisfaction score

Answer

First contact resolution rate

Answer

Mean time between failures

Question 6

In Agile SM, 'throughput' is best defined as:

Accepted Answer

The number of work items completed per unit of time

Answer

The percentage of requests completed on time

Answer

The average cost per service request

Answer

The ratio of incidents to problems