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

Service metrics measure the overall end-to-end performance of an IT service as experienced by the customer, whereas technology metrics measure the performance of individual components such as specific hardware availability or software response time. This distinction is fundamental in ITIL Continual Service Improvement to ensure customer-facing outcomes and underlying technical health are tracked and reported separately.

Maturity and cost are not the defining characteristics of service metrics in ITIL; these attributes do not represent the key distinction between service and technology metric types.

Critical Success Factors and KPIs are measurement tools that can apply to both service and technology metrics; they are not the characteristic that distinguishes the two types from each other.

Service metrics measure end-to-end service outcomes for the customer, not individual service management processes; process-level measurement is a separate concern from service-level measurement.