ITIL Metrics and Measurement 3

Question 1

An organization measures Mean Time to Restore (MTTR) for incidents. What aspect of service performance does MTTR PRIMARILY capture?

Accepted Answer

How quickly normal service operation is restored after an incident

Answer

MTTR measures the average time elapsed from when an incident is detected until service is restored to normal operation.

Question 2

A manager wants to know whether IT changes are causing more problems than they solve. Which metric would BEST answer this question?

Accepted Answer

Change success rate measured as the percentage of changes with no post-implementation incidents

Answer

Change success rate directly measures whether implemented changes achieve their objectives without causing new incidents.

Question 3

In ITIL, what distinguishes a leading indicator from a lagging indicator in service measurement?

Accepted Answer

Leading indicators predict future performance; lagging indicators reflect what has already happened

Answer

Leading indicators provide early warning signals of future performance trends, while lagging indicators confirm historical outcomes.

Question 4

Which practice in ITIL is MOST responsible for defining, collecting, and reporting on service metrics?

Accepted Answer

Service Level Management

Answer

Service Level Management owns the process of agreeing on and reporting service performance metrics against agreed targets.

Question 5

A CIO asks for a single number that summarizes overall IT health. An ITIL practitioner warns against this approach. What is the MAIN risk?

Accepted Answer

Aggregating into one number hides individual performance issues that require action

Answer

Composite scores can mask poor performance in one area being offset by strong performance in another, leading to missed problems.

ITIL - Practitioner Practice Test