ITIL 4 Foundation Practice Exam 2025 – 400 Free Practice Questions to Pass the Exam

The term that best describes a metric used to assess progress or change is "performance indicator." Performance indicators, often referred to as KPIs (Key Performance Indicators), are specific metrics that provide quantifiable measures to evaluate success in achieving objectives. They help organizations monitor their progress, understand trends, and make informed decisions based on data.

For example, in a service management context, performance indicators can track various aspects of a service, such as availability, incident response times, and user satisfaction. These measurements allow organizations to assess whether they are meeting predefined goals and can drive improvements where necessary.

In contrast, while a baseline provides a reference point for what is considered normal or acceptable performance, it does not inherently measure progress or change on its own. A quarterly report compiles data over a specific period, but it is not itself a metric; rather, it presents information that may include performance indicators. Similarly, a change log tracks changes made to services or systems but does not assess the effectiveness of those changes or their impact over time. Thus, "performance indicator" is the most accurate term for describing a metric focused on assessing progress or change.