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Question 13: The 3 Key Performance Indicators (KPIs) of CMDB Health
Which of the following is the correct combination of the three main metrics (KPIs) measured by the CMDB Health dashboard?
- A. Availability, Reliability, Maintainability
- B. Completeness, Correctness, Compliance
- C. Identification, Reconciliation, De-duplication
- D. Incident, Change, Problem
【Correct Answer】 B. Completeness, Correctness, Compliance
【Detailed Explanation】
The CMDB Health Dashboard is a tool used to visualize whether the data within the CMDB is “in a trustworthy state.” ServiceNow defines the following three main metrics (KPIs), often referred to as the “Three Cs”:
- Completeness: Measures how well the attributes of a CI (Configuration Item) are populated.
- Check items: Input rates for mandatory (Required) and recommended (Recommended) attributes.
- Correctness: Measures whether there are any flaws or inconsistencies in the data.
- Check items: Presence of duplicate, orphaned, or stale data.
- Compliance: Measures whether a CI adheres to defined policies and configuration standards.
- Check items: Checking for configuration drift against audit rules.
Why the other options are incorrect:
- A (Availability, Reliability, Maintainability): These terms represent “Service Quality (SLA/SLO)” or “System Reliability (SRE metrics)” and are not the official metric names used to measure CMDB data quality.
- C (Identification, Reconciliation, De-duplication): These are the names of the processes handled by the IRE (Identification and Reconciliation Engine) for processing data. They are not metrics used to “measure” the health of the data.
- D (Incident, Change, Problem): These are the names of ITSM processes within ITIL. They refer to service management workflows, not the health or quality of the CMDB data itself.
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