ITIL v4: Which service-level metrics are best for measuring user experience?
OPTIONS
- Single system-based metrics
- Metrics for the percentage of uptime of a service
- Operational metrics
- Metrics linked to defined outcomes
ANSWER
Metrics linked to defined outcomes
EXPLANATION
Metrics linked to defined outcomes refer to the principle focus on value. Understand their expected outcomes, how each service contributes to these, and how the service consumers perceive the service provider. Collect feedback on value on an ongoing basis, not just at the beginning of the service relationship.
