ITIL Metrics and Measurement for CSI 2

Question 1

An organization tracks the number of incidents resolved within SLA each month. Which category of metric does this represent?

Accepted Answer

Service metric

Answer

Service metrics measure the end-to-end performance of a service as experienced by the customer, such as SLA compliance rates.

Question 2

In ITIL CSI, what is the primary purpose of a balanced scorecard?

Accepted Answer

To align IT metrics with multiple business perspectives simultaneously

Answer

A balanced scorecard links IT performance to financial, customer, internal process, and learning/growth perspectives to give a holistic view.

Question 3

A service desk manager wants to measure how efficiently agents handle calls. Which metric is most appropriate?

Accepted Answer

First contact resolution rate

Answer

First contact resolution rate directly measures the efficiency with which service desk agents resolve issues during the initial customer interaction.

Question 4

Which statement best describes the difference between a KPI and a metric in ITIL CSI?

Accepted Answer

A KPI is a metric selected to evaluate progress toward a specific goal

Answer

A KPI is a specific metric chosen because it indicates whether a critical success factor or strategic objective is being achieved.

Question 5

An IT organization measures CPU utilization across all servers. This is an example of which metric type?

Accepted Answer

Technology metric

Answer

Technology metrics measure the performance of individual components or infrastructure elements, such as server CPU utilization.

ITIL - Practitioner Practice Test