EXAM - Three types of metrics

What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
D. Technology, process and service

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Answer: D

Explanation:
There are 3 types of metrics that an organization will need to collect to support CSI activities as well as other process activities:

* Technology Metrics: Often associated with component and application-based metrics such as performance, availability etc. The various design architects and technical specialists are responsible for defining the technology metrics.

* Process Metrics: Captured in the form of Key Performance Indicators (KPIs) and activity metrics for the service management processes which determine the overall health of a process. Four key questions KPIs can help answer are centered on quality, performance, value and compliance. CSI uses these metrics to identify improvement opportunities for each process. The various Process Owners are responsible for defining the metrics for the process they are responsible for coordinating and managing.

* Service Metrics: The results of the end-to-end service. Component metrics are used to calculate the service metrics. The Service Level Manager(s) and Service Owners are responsible for defining appropriate service metrics.