CSI CSI Metrics and Measurement 3

Question 1

What is the relationship between CSFs and KPIs in ITIL CSI?

Accepted Answer

KPIs measure whether CSFs are being achieved

Answer

CSFs measure whether KPIs are being achieved

Answer

They are interchangeable terms

Answer

KPIs define what must happen; CSFs measure it

Question 2

Why is it important to establish baselines before implementing a CSI initiative?

Accepted Answer

Without a baseline you cannot objectively measure whether improvement has occurred

Answer

Baselines are required by law for IT service providers

Answer

Baselines replace the need for SLAs

Answer

They eliminate the need for incident management

Question 3

Which of the following is an example of a process metric?

Accepted Answer

Percentage of incidents resolved within SLA target

Answer

CPU utilization of the application server

Answer

Number of customers onboarded last quarter

Answer

Revenue generated by a new service

Question 4

What does 'presenting information' as a step in the CSI Measurement Framework involve?

Accepted Answer

Tailoring reports and dashboards for specific audiences so they can make informed decisions

Answer

Converting raw data into percentages

Answer

Sending alerts when thresholds are breached

Answer

Closing improvement records

Question 5

What is a 'service scorecard' used for in CSI?

Accepted Answer

To provide a consolidated view of service performance across multiple KPIs

Answer

To document service catalog pricing

Answer

To track employee attendance

Answer

To record change advisory board decisions

Question 6

In CSI, what does 'availability' as a metric typically measure?

Accepted Answer

The percentage of agreed time that a service or component is functioning as required

Answer

The number of user accounts created per month

Answer

The cost of downtime per incident

Answer

The number of changes approved by the CAB