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ITIL-FOUNDATION · Question #312
ITIL-FOUNDATION Question #312: Real Exam Question with Answer & Explanation
The correct answer is C: Compliance. ITIL defines four standard process metrics: Progress, Effectiveness, Efficiency, and Compliance.
Understand the key concepts of service management
Question
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? (1) Progress (2) Effectiveness (3) Efficiency (4) ?
Options
- ACost
- BConformance
- CCompliance
- DCapacity
Explanation
ITIL defines four standard process metrics: Progress, Effectiveness, Efficiency, and Compliance.
Common mistakes.
- A. Cost is a financial metric relevant to service management but is not one of the four defined ITIL process performance metric types.
- B. Conformance is conceptually similar to compliance but is not the specific term used in the ITIL framework for the four standard process metrics.
- D. Capacity is a separate ITIL process area concerned with resource availability, not one of the four generic process performance metric types.
Concept tested. ITIL four types of process performance metrics
Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
Topics
#process metrics#compliance#effectiveness#efficiency
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