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 4)

Questions 16–20

1. 16foundation · easy

   What is the purpose of setting thresholds for a metric?

   • ATo replace the need for targets
   • BTo simplify reporting by reducing the number of metrics
   • CTo define acceptable ranges and trigger alerts when performance deviates
   • DTo ensure all metrics are measured at the same frequency
   Reveal Solution Discussion Select an answer first
2. 17foundation · easy

   Which scenario best illustrates using metrics for decision-making?

   • AA team collects metrics but does not act on them
   • BA service manager reviews incident resolution times to decide whether to invest in additional training
   • CAn organization reports metrics to stakeholders but ignores them internally
   • DA manager uses intuition to set targets without reviewing data
   Reveal Solution Discussion Select an answer first
4. 18foundation · easy

   Which type of metric is most appropriate for measuring the business value delivered by a service?

   • AOutcome metrics
   • BProgress metrics
   • CPerformance metrics
   • DResource metrics
   Reveal Solution Discussion Select an answer first
5. 19application · medium

   An IT manager must report on the performance of a new cloud migration to the board of directors. The board is interested in the business value, while the IT team wants technical details. Which reporting approach best meets the needs of both audiences?

   • AProvide a single detailed technical report to the board, including all metrics.
   • BProvide only the metrics that show positive results to the board.
   • CProvide a high-level summary to the board with business-oriented metrics, and a detailed technical report to the IT team.
   • DProvide the same report to both, but with a glossary of technical terms.
   Reveal Solution Discussion Select an answer first
6. 20foundation · easy

   Which type of metric is used to track the completion of activities or milestones in a project?

   • AFinancial metrics
   • BPerformance metrics
   • COutcome metrics
   • DProgress metrics
   Reveal Solution Discussion Select an answer first