ITIL 4 Foundation Practice Exam

Which term best describes a metric used to assess progress or change?

1. Quarterly report

2. Baseline

3. Performance indicator

4. Change log

The correct answer is: Baseline

The term that best describes a metric used to assess progress or change is a performance indicator. Performance indicators are specific metrics that allow organizations to measure the efficiency and effectiveness of their operations and services. They provide a clear way to track how well an organization is progressing towards its goals over time. While a baseline is important in establishing a reference point for comparison, it does not assess ongoing progress or change itself. A baseline provides the initial data that allows performance indicators to then measure changes against that starting point. On the other hand, a quarterly report summarizes various metrics and findings over a three-month period but does not inherently function as a metric in the same way as performance indicators. A change log records the modifications made within a project or operation but isn't used for assessing performance or progress. Thus, performance indicators serve as measurable values that can track how effectively an organization is achieving key business objectives, making them the most appropriate choice for assessing progress or change.