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

KPIs are the quantifiable metrics that indicate whether the conditions defined by CSFs are being met.

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

A baseline provides the reference point against which post-improvement performance can be compared to prove that change occurred.

Question 3

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

Accepted Answer

Percentage of incidents resolved within SLA target

Answer

Percentage of incidents resolved within SLA is a process metric because it measures how well the incident management process performs.

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

Presenting information means packaging analyzed data into audience-appropriate formats that support decision-making.

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

A service scorecard aggregates multiple KPIs into a single view, giving stakeholders a quick health check of a service.

CSI - Continual Service Improvement Practice Test