ITIL-FOUNDATION · Question #75
Which one of the following does service metrics measure?
The correct answer is C. The end-to-end service. Service metrics measure the end-to-end service as experienced by the customer, as opposed to technology metrics that measure individual components or process metrics that measure operational activity.
Question
Which one of the following does service metrics measure?
Options
- AFunctions
- BMaturity and cost
- CThe end-to-end service
- DInfrastructure availability
How the community answered
(21 responses)- A5% (1)
- B5% (1)
- C90% (19)
Why each option
Service metrics measure the end-to-end service as experienced by the customer, as opposed to technology metrics that measure individual components or process metrics that measure operational activity.
Functions are organizational units (e.g., Service Desk, Technical Management) that carry out work; they are not what service metrics are designed to measure.
Maturity and cost are assessed through process assessments and financial management frameworks, not through service metrics.
In ITIL, metrics are categorized into technology metrics, process metrics, and service metrics. Service metrics specifically capture the end-to-end customer experience of a service - measuring overall availability, performance, and quality as the customer perceives them across all underlying components and processes combined.
Infrastructure availability is a technology metric, measuring the performance of individual CIs or components, not the end-to-end service experience.
Concept tested: ITIL service metrics vs technology and process metrics
Source: https://www.axelos.com/best-practice-solutions/itil
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