CISA Balanced Scorecard (BSC) Practice Question
An IS auditor is reviewing the balanced scorecard for IT. Which of the following metrics BEST aligns with the 'customer perspective'?
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
✓
Average system uptime for critical applications
Average system uptime for critical applications directly measures IT service availability from the customer's perspective. In the balanced scorecard framework, the customer perspective focuses on how end users experience IT services. The other options align with different perspectives: B (under budget) is financial, C (change requests on time) is internal processes, and D (ITIL certification) is learning and growth.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Average system uptime for critical applications
Why this is correct
Uptime reflects customer-facing service levels.
- ✗
Percentage of IT projects under budget
Why it's wrong here
This is a financial metric.
- ✗
Number of change requests completed on time
Why it's wrong here
This measures internal process efficiency.
- ✗
Percentage of staff with ITIL certification
Why it's wrong here
This relates to learning and growth.
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Same concept, more angles
1 more way this is tested on CISA
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. An IT department uses a balanced scorecard to measure performance. Which metric would BEST reflect the 'customer perspective'?
easy- A.Training hours per employee
- B.System uptime percentage
- ✓ C.User satisfaction survey results
- D.Project completion rate
Why C: The customer perspective focuses on user satisfaction and service responsiveness. Option A is incorrect as training hours relate to learning and growth perspective. Option B is incorrect as system uptime is an internal process metric. Option D is incorrect as project completion rate is an internal efficiency metric.
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This CISA practice question is part of Courseiva's free ISACA 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 CISA exam.