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 2)

Questions 6–10

1. 6expert · hard

   A service manager must present a quarterly report to the board. The report includes a mix of technical and business metrics. The board has complained that previous reports were too technical and not actionable. What is the best way to present the metrics to the board?

   • APresent all metrics in a single table with a technical explanation.
   • BPresent a high-level summary focusing on business outcomes, with a separate appendix for technical details.
   • CPresent the same report as before but add a glossary of terms.
   • DPresent only the metrics that are favorable to the IT department.
   Reveal Solution Discussion Select an answer first
2. 7foundation · easy

   How do metrics support decision-making in direction, planning, and improvement?

   • AThey provide evidence to evaluate options and track the impact of decisions
   • BThey are only useful for financial decisions
   • CThey eliminate the need for stakeholder input
   • DThey guarantee that decisions will be successful
   Reveal Solution Discussion Select an answer first
4. 8expert · hard

   An IT organization is defining metrics for a new cloud migration project. The project has multiple objectives: reduce costs, improve performance, and increase customer satisfaction. The project manager wants to avoid a situation where improving one metric negatively impacts another. What is the best approach to defining metrics?

   • ADefine a balanced set of metrics that covers all objectives and monitor their relationships.
   • BDefine a single metric that captures overall success, such as cost per transaction.
   • CLet each team define their own metrics without coordination.
   • DFocus only on cost reduction, as it is the primary objective.
   Reveal Solution Discussion Select an answer first
5. 9foundation · easy

   Which statement best describes the relationship between tactical and strategic metrics?

   • ATactical metrics are only used for operational reporting
   • BTactical metrics are more detailed and support the achievement of strategic metrics
   • CTactical metrics are less important than strategic metrics
   • DStrategic metrics are derived from tactical metrics automatically
   Reveal Solution Discussion Select an answer first
6. 10foundation · easy

   Which measurement method is best suited for detecting real-time performance issues in an IT service?

   • AAutomated monitoring
   • BFocus groups
   • CPost-implementation reviews
   • DAnnual customer satisfaction surveys
   Reveal Solution Discussion Select an answer first