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
3 metrics
Technology Metrics These metrics are usually associated with managing components, using monitoring systems, such as availability monitoring and performance monitoring.
Process Metrics These metrics are captured in terms of the CSFs and KPIs
Service Metrics Service metrics provide a measure of the end-to-end service performance. They consist of the results produced from the technology and process metrics. They are often presented in a customer-facing report.