Know How to Define Indicators and Metrics to Support Objectives (4, 4.1, 4.1.1-3, 4.2, 4.2.1-3 (including Subsections), Tab 4.2) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 1)

Questions 1–5

1. 1foundation · easy

   What is the most important consideration when defining an indicator or metric?

   • AIt must be easy to automate, regardless of relevance
   • BIt must be approved by all stakeholders before use
   • CIt must be aligned with organizational objectives and stakeholder needs
   • DIt must be based on historical data only
   Reveal Solution Discussion Select an answer first
2. 2foundation · easy

   Why is it important to regularly review and refine measurement practices?

   • ATo increase the number of metrics reported
   • BTo reduce the cost of measurement, regardless of impact
   • CTo satisfy stakeholder demands for more data
   • DTo ensure metrics remain aligned with evolving objectives and stakeholder needs
   Reveal Solution Discussion Select an answer first
4. 3application · medium

   A retail company's IT department wants to improve customer satisfaction with its online store. The head of IT proposes measuring the average time to resolve incidents, the number of incidents per month, and the percentage of uptime. However, the marketing director argues these metrics do not reflect the customer experience. Which action best aligns the metrics with the organizational objective?

   • AKeep the proposed metrics but set a target of 99.99% uptime to ensure high availability.
   • BAdd a customer satisfaction survey score and track the percentage of abandoned shopping carts during incidents.
   • CReport the proposed metrics to the marketing director with a detailed explanation of their importance.
   • DReplace all operational metrics with a single customer satisfaction score.
   Reveal Solution Discussion Select an answer first
5. 4expert · hard

   A company has been using the same set of KPIs for three years. Recently, the business strategy shifted from growth to cost optimization. The KPIs still focus on growth metrics. What should the company do?

   • AReview the KPIs and align them with the new cost optimization strategy.
   • BStop measuring altogether until the strategy is stable.
   • CKeep the existing KPIs to maintain consistency.
   • DAdd new KPIs for cost optimization while keeping the growth KPIs.
   Reveal Solution Discussion Select an answer first
6. 5application · medium

   A company is planning to launch a new IT service. The service manager wants to ensure that the service meets business needs. Which action best demonstrates the use of measurement and reporting in the planning phase?

   • AUse metrics from a similar service without adjustment.
   • BReport on the service's performance after the first month.
   • CWait until the service is launched and then collect data.
   • DDefine metrics that will be used to evaluate the service's success.
   Reveal Solution Discussion Select an answer first