With the increasing importance of IT in the business strategy of organizations, it is necessary to analyze the performance of IT services in terms ...

With the increasing importance of IT in the business strategy of organizations, it is necessary to analyze the performance of IT services in terms of the results achieved. For this purpose, key performance indicators (KPIs) are used, which are mechanisms for monitoring the quality and performance of processes. These indicators are numerous and can be applied to processes to provide visibility on different aspects. Analyze the following statements about these indicators:


I- Efficiency is related to measurement aspects of whether a process is being executed correctly.
II- Effectiveness is rela