The objective is to find the best Key Performance Indicator (KPI) for the success factor "improved availability of wi-fi service," using the SMART model. Availability is a function of service reliability (how often it fails) and maintainability (how quickly it is restored).

Option A, "10% increase in resolution of wi-fi incidents within target time," is a direct measure of improved maintainability. By resolving incidents faster, the Mean Time To Restore (MTTR) is reduced, which directly increases the calculated availability. This KPI is Specific (wi-fi incident resolution), Measurable (10%), Achievable (plausible), Relevant (directly impacts availability), and Time-bound (by the end of quarter 3), perfectly aligning with the SMART criteria.

B. This is an indirect measure of user experience; a reduction in complaints does not directly equate to improved technical availability.

C. User satisfaction is an outcome metric influenced by many factors beyond just the technical availability of the service.

D. This objective is not measurable as "Increase" is not a specific target, thereby failing the 'M' criterion of the SMART model.

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1. ITIL® 4: Direct

Plan and Improve. AXELOS. TSO (The Stationery Office)

2020.

Section 4.3.2

"Define the metrics and measures": This section emphasizes that metrics must be linked to objectives and defined in a way that is SMART (Specific

Measurable

Achievable

Relevant

and Time-bound). Option A is the only choice that fully meets all SMART criteria for the stated success factor.

Section 4.3

"Direction and planning activities": This section discusses the cascading of goals and objectives into measurable targets. Measuring incident resolution speed is a standard operational metric that directly supports a strategic goal of improved availability.

2. ITIL® 4: A Pocket Guide. Van Haren Publishing

2019.

Chapter 5

"ITIL management practices": The description of Availability Management highlights that availability is determined by factors such as the frequency and duration of incidents. The KPI in option A directly addresses the "duration of incidents" (MTTR)

making it a highly relevant measure for availability.