The difference between service metrics and technology metrics is BEST described as?

In ITIL, service metrics measure the end-to-end performance of a service as experienced by the customer, such as overall availability or end-user response time. Technology metrics, by contrast, measure the performance of individual technology components or Configuration Items, such as CPU utilization or disk throughput. This distinction is central to Continual Service Improvement and aligns measurements to business value versus infrastructure health.

Maturity and cost are not the primary distinguishing characteristics between service and technology metrics in ITIL - they are separate measurement dimensions applicable to both types.

Critical Success Factors and Key Performance Indicators are measurement frameworks applicable to both service and technology metrics, not a defining difference between the two categories.

Service metrics do not specifically measure service management processes - process metrics are a distinct category, and conflating them with service metrics misrepresents the ITIL framework.