Business metrics

What does KPI stand for?

• Key Performing Individual

• Key Performance Index

• Knowledge Plan Improvement

• Key Performance Indicator

An agreement between an IT service provider and customer which includes documentation for service level targets, specification of the responsibilities of provider and customer is called:

• Underpinning Contract

• Service Level Agreement (SLA)

• Operational Level Agreement (OLA)

• Service Level Requirement

If Infosys (operational team) agreed with P&G that we will provide the bug fix for one of our tool within 1 working day, we can have the OLA with our developers team that indicates bug fixing time:

• less than 1 WD

• 4 working hours

• more than 1 WD

• First and second option is correct

If we do not meet TAT, what additional parameter we can measure to present it to the Client (as reverse KPI)?

• Urgency level

• Quality of request

• Right first time

• All answers are correct

Which of the KPI refers to accuracy?

• TAT

• Urgency

• QoP (Quality of Partner)

• MTTR

What does MTTR stand for?

• Monthly Target To Resolve

• Mean Time To Resolve

• Mean Time To Response

• None of the answers

KPIs should be captured in the contract:

• TRUE

• FALSE

QoS stands for (use small letters only):

With which of the KPIs number of incidents may be correlated?

• E2E QoS

• Accuracy

• Quality of Input

• All are correct

Every KPI is a metric, but not every metric is KPI

• TRUE

• FALSE

• It depends on some other factors