ITIL · Question #188
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
The correct answer is D. Technology, process and service. ITIL CSI defines three categories of metrics - technology, process, and service - to provide a complete view of performance across the IT organization.
Question
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Options
- AReturn on investment (ROI), value on investment (VOI), quality
- BStrategic, tactical and operational
- CCritical success factors (CSFs), key performance indicators (KPIs), activities
- DTechnology, process and service
How the community answered
(51 responses)- A2% (1)
- B4% (2)
- C8% (4)
- D86% (44)
Why each option
ITIL CSI defines three categories of metrics - technology, process, and service - to provide a complete view of performance across the IT organization.
ROI, VOI, and quality are financial and quality measures used to justify or evaluate improvement initiatives, not the three defined metric types for CSI.
Strategic, tactical, and operational are categories used to classify goals and plans, not the metric types defined within the CSI approach.
CSFs, KPIs, and activities are elements used within process metrics measurement, not the three top-level metric types defined by CSI.
ITIL CSI specifies that organizations should collect technology metrics (performance and availability of components), process metrics (measured via CSFs and KPIs to assess process health), and service metrics (measuring end-to-end service performance from the customer perspective). Together these three types give a holistic view supporting improvement decisions.
Concept tested: CSI three types of metrics - technology process service
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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