DPI Measurement And Reporting Practice Question
An organization is evaluating its vendor performance metrics. The current vendor contract ties penalties strictly to ticket volume resolved. The strategist observes that this causes the vendor to artificially inflate ticket counts by splitting single issues into multiple tickets. How should the measurement framework be adjusted?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Transition from volume-based metrics to outcome-based metrics such as business process availability and user satisfaction scores.
Measurement frameworks must align with desired outcomes and avoid perverse incentives that encourage undesirable behaviors.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Transition from volume-based metrics to outcome-based metrics such as business process availability and user satisfaction scores.
Why this is correct
Outcome-based metrics focus on end results rather than task volume, eliminating the incentive to game the system.
- ✗
Outsource the ticket auditing process to a third-party consultancy.
Why it's wrong here
Auditing adds administrative overhead without fixing the metric design.
- ✗
Implement ServiceNow automated ticket merging rules to combine duplicate tickets.
Why it's wrong here
Automation masks the symptom but does not correct the underlying flawed vendor contract metric.
- ✗
Increase the financial penalty for each ticket generated to discourage ticket splitting.
Why it's wrong here
This still relies on ticket volume as the primary metric, maintaining the perverse incentive.
Visual reference
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official AXELOS / PeopleCert exam blueprint
This DPI practice question is part of Courseiva's free AXELOS / PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the DPI exam.