Which of the following is NOT a common ITSM metric that organizations measure? A. Mean time to resolution
B. First-contact resolution
C. Customer Satisfaction (or CSAT) scores
D. COBIT
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Which of the following is NOT a common ITSM metric that organizations measure? A. Mean time to resolution
B. First-contact resolution
C. Customer Satisfaction (or CSAT) scores
D. COBIT
The correct answer is D. COBIT.
Explanation: COBIT (Control Objectives for Information and Related Technologies) is a framework for developing, implementing, monitoring, and improving IT governance and management practices. While it is important in IT governance, it is not a metric that organizations typically measure in IT Service Management (ITSM). The other options, such as Mean time to resolution, First-contact resolution, and Customer Satisfaction scores, are common metrics used to assess the effectiveness of IT services.