CSI Metrics and Measurement Flashcards

Which term describes a metric that directly measures the performance of a service or process against a defined target?

Answer: Key Performance Indicator (KPI)

A KPI is a metric tied directly to a defined target that indicates whether a service or process is performing as expected.

What is the primary purpose of a Critical Success Factor (CSF) in CSI?

Answer: To define what must happen for a service or process to be considered successful

A CSF identifies the conditions or capabilities that must be in place for a service or process to achieve its objectives.

In ITIL CSI, what does the term 'baseline' refer to?

Answer: A snapshot of the current state used as a reference point for measuring improvement

A baseline captures the current state of a metric or service so that future changes can be measured against it.

Which metric type measures the end-to-end experience of a service from the customer's perspective?

Answer: End-to-end service metric

End-to-end service metrics capture the customer's holistic experience, including all components supporting the service.

What is the correct order of steps in the CSI Measurement Framework?

Answer: Define what you should measure → Define what you can measure → Gather data → Process data → Analyze data → Present information → Implement improvement

The CSI Measurement Framework begins by defining what should and can be measured before collecting and analyzing data.

Which of the following best describes a 'metric' in the context of CSI?

Answer: A quantifiable measure used to determine how well a process or service is performing

A metric is a specific quantifiable measure that indicates the performance level of a process or service.