Practice Test GeeksITIL - Practitioner Practice Test
← All ITIL Flashcard Decks

Metrics and Measurement for CSI Flashcards

7 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Metrics and Measurement for CSI flashcards as text

  1. Which of the following best illustrates a 'leading indicator' in CSI?

    Answer: Current backlog of open change requests predicted to cause incidents

    A leading indicator predicts future performance, such as a growing change backlog that is likely to cause service disruptions.

  2. An organization uses the 'seven-step improvement process.' At which step is measurement data first collected?

    Answer: Step 4 — Collect the data

    Step 4 of the seven-step improvement process is 'Gather the data,' which is where actual measurement data collection takes place.

  3. A CSI manager wants to ensure measurement data is actionable. Which characteristic is most critical?

    Answer: The data must be linked to a decision or action that can improve the service

    Measurement data is only valuable in CSI when it triggers decisions or actions that lead to genuine service improvements.

  4. In the context of CSI, what does 'data integrity' mean?

    Answer: Data accurately reflects the real-world conditions it was designed to measure

    Data integrity means the measurement data is accurate, consistent, and truly representative of the service or process being evaluated.

  5. Which ITIL concept directly links business goals to measurable IT objectives in a hierarchical way?

    Answer: Goals cascade

    The goals cascade translates high-level business goals into IT goals, then into process goals, then into KPIs, ensuring alignment at every level.

  6. A process owner notices that a metric has been stable for six months but the underlying process has changed significantly. What action aligns with CSI best practice?

    Answer: Review and update the metric to ensure it still reflects process performance

    CSI requires periodic review of metrics to ensure they remain relevant and accurately reflect the current state of the process they are meant to measure.

  7. What is the main risk of focusing exclusively on quantitative metrics in CSI?

    Answer: Important qualitative signals such as user sentiment and cultural factors may be overlooked

    Relying only on numbers can miss critical qualitative insights like customer perception, staff morale, and cultural barriers that affect service quality.