What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

ROI, VOI, and quality are financial and business evaluation measures used in service valuation and business cases, not the three defined metric categories within the ITIL CSI framework.

Strategic, tactical, and operational describe organizational planning levels or management horizons, not the three overarching metric types defined for CSI data collection.

CSFs, KPIs, and activities are measurement tools and process components used within the metrics framework, not the three top-level metric categories defined by ITIL CSI.

ITIL CSI specifies that organizations should collect technology metrics (measuring component and application performance), process metrics (measuring the efficiency and effectiveness of ITSM processes via CSFs and KPIs), and service metrics (measuring end-to-end service performance from the customer perspective). Together, these three categories provide a balanced and comprehensive view that supports meaningful improvement decisions across all layers of IT service delivery.