
Business metrics
Authored by Ola G
Business
Professional Development
Used 2+ times

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11 questions
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1.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
What does KPI stand for?
Key Performing Individual
Key Performance Index
Knowledge Plan Improvement
Key Performance Indicator
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
3.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
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
4.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
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
5.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Which of the KPI refers to accuracy?
TAT
Urgency
QoP (Quality of Partner)
MTTR
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What does MTTR stand for?
Monthly Target To Resolve
Mean Time To Resolve
Mean Time To Response
None of the answers
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
KPIs should be captured in the contract:
TRUE
FALSE
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