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ITIL-FOUNDATION · Question #574

Which statement about metrics is CORRECT?

The correct answer is B. Technology metrics can be used to measure component performance and availability. ITIL defines three metric types - technology, process, and service - each with a distinct scope, and technology metrics specifically measure the performance and availability of individual components.

Understand the key concepts of service management

Question

Which statement about metrics is CORRECT?

Options

  • AProcess metrics can be used to measure end-to-end service performance
  • BTechnology metrics can be used to measure component performance and availability
  • CProcess metrics can be used to measure the utilization of a supplier's network
  • DTechnology metrics can be used to determine the overall health of a process

How the community answered

(43 responses)
  • A
    5% (2)
  • B
    91% (39)
  • C
    2% (1)
  • D
    2% (1)

Why each option

ITIL defines three metric types - technology, process, and service - each with a distinct scope, and technology metrics specifically measure the performance and availability of individual components.

AProcess metrics can be used to measure end-to-end service performance

End-to-end service performance is measured by service metrics, not process metrics; process metrics measure the efficiency and effectiveness of a process itself.

BTechnology metrics can be used to measure component performance and availabilityCorrect

Technology metrics measure the performance and availability of individual infrastructure components such as servers, networks, or storage devices. They are the lowest-level metrics in ITIL and feed into broader service and process metrics, making them the correct tool for assessing component-level health.

CProcess metrics can be used to measure the utilization of a supplier's network

Utilization of a supplier's network is a component-level measurement, which falls under technology metrics, not process metrics.

DTechnology metrics can be used to determine the overall health of a process

The overall health of a process is determined by process metrics such as KPIs and CSFs, not by technology metrics which are scoped to infrastructure components.

Concept tested: ITIL three metric types - technology vs process vs service

Source: https://www.axelos.com/resource-hub/blog/itil-continual-service-improvement-metrics

Topics

#metrics types#technology metrics#process metrics#component performance

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