CSI CSI Metrics and Measurement 2

Question 1

What does the acronym 'CSF' stand for in ITIL?

Accepted Answer

Critical Success Factor

Answer

Continual Service Framework

Answer

Customer Satisfaction Figure

Answer

Configuration Status File

Question 2

How many KPIs should typically be associated with a single CSF?

Accepted Answer

A small number, usually two to five

Answer

Exactly ten

Answer

As many as possible to ensure coverage

Answer

Only one

Question 3

Which type of metric measures the performance of components such as servers, network devices, or applications?

Accepted Answer

Technology metric

Answer

Process metric

Answer

Service metric

Answer

Business metric

Question 4

What is the purpose of benchmarking in CSI?

Accepted Answer

To compare performance against industry standards or peer organizations to identify improvement opportunities

Answer

To set internal employee performance reviews

Answer

To document change requests

Answer

To calculate service desk costs

Question 5

In CSI, what does 'data processing' involve after raw data is gathered?

Accepted Answer

Converting raw data into a format suitable for analysis, such as calculating averages or percentages

Answer

Deleting irrelevant records from the CMDB

Answer

Sending reports directly to customers

Answer

Assigning incidents to resolver groups

Question 6

Which presentation format is most effective for showing trends over time in CSI reporting?

Accepted Answer

Line graph or trend chart

Answer

Pie chart

Answer

Gantt chart

Answer

RACI matrix