Metrics and Measurement 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 flashcards as text
An organization wants to measure whether its IT services are delivering real business value. Which type of metric is MOST appropriate?
Answer: Outcome metrics linked to business results like revenue impact
Outcome metrics measure the actual business results delivered by IT services, directly linking IT performance to value creation.
Which ITIL concept describes the practice of using a balanced set of metrics that covers multiple perspectives such as financial, customer, internal, and learning?
Answer: Balanced Scorecard
The Balanced Scorecard provides a multi-perspective framework for measuring organizational performance across financial, customer, process, and learning dimensions.
A service desk team reports 95% first-contact resolution but customer satisfaction scores remain low. What does this scenario BEST illustrate?
Answer: Measuring activity metrics alone does not guarantee good outcomes
High activity metrics can coexist with poor outcomes if the metrics do not capture the true quality experienced by customers.
In ITIL, what is the PRIMARY purpose of establishing a baseline before implementing a service improvement?
Answer: To provide a reference point for measuring the impact of changes
A baseline establishes the current state so that post-improvement measurements can objectively quantify what changed.
Which statement BEST describes a Critical Success Factor (CSF) in ITIL measurement?
Answer: A condition that must be met for a service or process to be considered successful
CSFs define the essential conditions or activities that must occur for a service or process to achieve its objectives.
An ITIL practitioner notices that a team is gaming a metric by closing incidents quickly without fully resolving them to meet their KPI target. What should the practitioner recommend?
Answer: Add a complementary metric such as re-open rate to balance the existing KPI
Pairing a resolution speed KPI with a re-open rate metric creates a balanced view that discourages superficial closures.
Which ITIL guiding principle is MOST directly supported by regularly reviewing and retiring metrics that no longer provide useful insight?
Answer: Keep it simple and practical
Keeping it simple and practical means removing unnecessary complexity, including metrics that add reporting burden without improving decisions.