A service owner is reviewing the monthly report and sees that the percentage of incidents resolved within the target time has dropped from 90% to 80%. The target is 95%. What is the most appropriate decision-making action based on this metric?

Ignore the metric because it is only one month's data.

Immediately escalate the issue to the CIO.

Investigate the root cause of the decline and take corrective action.

Lower the target to 80% to reflect the current performance.

What is a sign that measurement practices need refinement?

Metrics are reported to stakeholders regularly

Metrics are consistently meeting targets

Metrics are collected but not used in any decisions

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 8)

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

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10concepts

Questions 36–37

36application · medium
A service owner is reviewing the monthly report and sees that the percentage of incidents resolved within the target time has dropped from 90% to 80%. The target is 95%. What is the most appropriate decision-making action based on this metric?
Select an answer first
37foundation · easy
What is a sign that measurement practices need refinement?
Select an answer first

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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 8)

Questions 36–37

A service owner is reviewing the monthly report and sees that the percentage of incidents resolved within the target time has dropped from 90% to 80%. The target is 95%. What is the most appropriate decision-making action based on this metric?

What is a sign that measurement practices need refinement?

Keep studying — Understand and know how to use the key principles and methods of measurement and reporting in direction, planning and improvement