ITIL-FOUNDATION · Question #230
Which of the following do Service Metrics measure?
The correct answer is C. The end to end service. In ITIL, service metrics measure end-to-end service performance from the customer's perspective, distinguishing them from technology or process metrics.
Question
Which of the following do Service Metrics measure?
Options
- AProcesses and functions
- BMaturity and cost
- CThe end to end service
- DInfrastructure availability
How the community answered
(22 responses)- A5% (1)
- B9% (2)
- C86% (19)
Why each option
In ITIL, service metrics measure end-to-end service performance from the customer's perspective, distinguishing them from technology or process metrics.
Processes and functions are measured by process metrics and functional metrics, not service metrics, which take a holistic customer-facing view.
Maturity and cost are aspects measured through Continual Service Improvement assessments and financial management, not service metrics.
Service metrics are defined in ITIL as measurements that capture the overall performance of an end-to-end service as experienced by the customer, covering availability, reliability, and customer satisfaction across all supporting components. This contrasts with technology metrics, which measure individual components, and process metrics, which measure process efficiency and compliance.
Infrastructure availability is a technology metric measuring individual components or configuration items, not the end-to-end service experience.
Concept tested: ITIL service metrics vs technology and process metrics
Source: https://wiki.en.it-processmaps.com/index.php/ITIL_Key_Performance_Indicators
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