Certified Agile Service Manager Service Management Metrics and KPIs 1

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

Outcome metrics measure the value and results delivered to customers, not just how much work was done.

Question 2

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

Accepted Answer

Time from request submission to fulfillment

Answer

Lead time measures the total elapsed time from when a customer submits a request to when it is fully delivered.

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

SLA compliance rate directly reflects how often the team meets its committed delivery timeframes with customers.

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

Cycle time measures only the active work duration on an item, excluding wait time before work begins.

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

Tickets closed per day is a vanity metric because it reflects activity volume without indicating quality or customer value.

Certified Agile Service Manager Practice Test