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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4.1.2 Metrics and measurement
It is important to remember that there are three types of
metrics that an organization will need to collect to
support CSI activities as well as other process activities.
The types of metrics are:
■ Technology metrics – These metrics are often
associated with component and application-based
metrics such as performance, availability etc.
■ Process metrics – These metrics are captured in the
form of CSFs, KPIs and activity metrics for the service
management processes. These metrics can help
determine the overall health of a process. Four key
questions that KPIs can help answer are around
quality, performance, value and compliance of
following the process. CSI would use these metrics as
input in identifying improvement opportunities for
each process.
■ Service metrics – These metrics are the results of the
end-to-end service. Component metrics are used to
compute the service metrics.