ITIL Question #513: Real Exam Question with Answer & Explanation

The correct answer is D: 2, 3 and 4 only. ITIL process KPIs are designed to measure Performance, Value, and Compliance, while Technology is assessed through separate operational and technical metrics.

Question

Which areas are NOT measured by process KPIs? 1. Technology 2. Performance 3. Value 4. Compliance

Options

A1, 2 and 3 only
B1, 2 and 4 only
C1, 3 and 4 only
D2, 3 and 4 only

Explanation

ITIL process KPIs are designed to measure Performance, Value, and Compliance, while Technology is assessed through separate operational and technical metrics.

Common mistakes.

A. This option incorrectly excludes Performance from KPI-measured areas, but Performance is a core dimension that process KPIs are explicitly designed to track.
B. This option incorrectly excludes Compliance from KPI-measured areas, but Compliance is a standard process KPI dimension used to verify adherence to policies and regulations.
C. This option incorrectly excludes Value from KPI-measured areas, but Value measurement is a fundamental KPI dimension in ITIL to ensure processes deliver business benefit.

Concept tested. ITIL process KPI measurement dimensions

Reference. https://wiki.en.it-processmaps.com/index.php/Key_Performance_Indicators_KPI

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