A service desk manager notices that the average time to resolve incidents has increased by 20% over the last quarter. The manager also sees that the number of incidents has increased. Which decision is most appropriate based on these metrics?

Analyze the types of incidents and the resolution process to identify bottlenecks.

Report the metrics to the IT director and take no further action.

Set a new target for resolution time that is higher than the current average.

Increase the number of service desk staff immediately.

Which of the following is a key principle of measurement in ITIL 4?

Define clear objectives before selecting metrics

Use as many metrics as possible to capture every detail

Select metrics that are easy to collect, regardless of relevance

Focus exclusively on financial metrics

An IT manager is defining metrics for a new customer relationship management (CRM) system. The manager wants to ensure the metrics are balanced and aligned with the organization's goal of improving customer retention. Which set of metrics best exemplifies a balanced approach?

Number of new customers, number of lost customers, and number of support calls.

Customer retention rate, customer satisfaction score, and system uptime.

Customer satisfaction score, number of support tickets, and average resolution time.

System uptime, response time, and number of incidents.

Which method of measurement is most appropriate for gathering qualitative insights about user satisfaction with a service?

Automated monitoring of system uptime

Which characteristic makes a metric report actionable?

It uses complex charts and graphs

It lists all possible metrics, even if irrelevant

It includes clear recommendations or next steps based on the data

It is distributed to as many people as possible

ITIL 4 Strategic Leader

Domain 6Objective 1

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 7)

Part of the Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement domain, which makes up ~2% of our current practice bank.

37questions here

8free pages

10concepts

Questions 31–35

31application · medium
A service desk manager notices that the average time to resolve incidents has increased by 20% over the last quarter. The manager also sees that the number of incidents has increased. Which decision is most appropriate based on these metrics?
Select an answer first
32foundation · easy
Which of the following is a key principle of measurement in ITIL 4?
Select an answer first
33application · medium
An IT manager is defining metrics for a new customer relationship management (CRM) system. The manager wants to ensure the metrics are balanced and aligned with the organization's goal of improving customer retention. Which set of metrics best exemplifies a balanced approach?
Select an answer first
34foundation · easy
Which method of measurement is most appropriate for gathering qualitative insights about user satisfaction with a service?
Select an answer first
35foundation · easy
Which characteristic makes a metric report actionable?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to ITIL-4-STRATEGIC-LEADER-MODULES

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by PeopleCert. “ITIL-4-STRATEGIC-LEADER-MODULES” is a trademark of its owner, used for identification only.