The answer is System Uptime Percentage, as it is the least relevant metric for the Customer perspective of a Balanced Scorecard. This is because system uptime is fundamentally an operational or internal process metric, measuring technical reliability rather than direct customer satisfaction or value delivery. In contrast, survey scores and complaint resolution time are explicitly customer-facing, while new features, though less direct, still reflect customer-driven innovation. On the Certified Information Systems Auditor CISA exam, this question tests your ability to distinguish between Balanced Scorecard perspectives, a common trap being the misattribution of technical metrics like uptime to the Customer lens when they belong to Internal Processes. A useful memory tip is to ask: “Does this metric measure what the customer feels or sees?” If it measures backend operations, it’s not customer perspective.
CISA Governance and Management of IT Practice Question
This CISA practice question tests your understanding of governance and management of it. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
Exhibit
Refer to the exhibit.
IT Balanced Scorecard – Customer Perspective:
- Objective: Improve customer satisfaction
- Metrics:
- Satisfaction Survey Score (target: >90%)
- Complaint Resolution Time (target: <24 hours)
- Other perspectives: Internal Process, Learning & Growth, Financial
Based on the exhibit, which metric would be LEAST relevant to the 'Customer' perspective?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue: "least"
Why it matters: You want the option with minimum overhead, fewest steps, or lowest impact — not the most feature-rich or comprehensive answer.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
System Uptime Percentage
Option C is correct because system uptime is an operational metric typically aligned with the Internal Process perspective, not directly with customer satisfaction as measured by surveys and complaint resolution. Option A is incorrect because survey scores directly measure customer satisfaction. Option B is incorrect because complaint resolution time is a customer-facing metric. Option D is incorrect because number of new features may be customer-driven, but it is less directly related than the given metrics; however, it is still more relevant than uptime. Uptime is the least relevant.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
Number of New Features Delivered
Why it's wrong here
Incorrect. While not in exhibit, new features can impact customer satisfaction, but uptime is even less relevant.
✓
System Uptime Percentage
Why this is correct
Correct. Uptime is more aligned with internal process perspective.
Clue confirmation
The clue word "least" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the CISA exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Got this wrong? Here's your next step.
Identify which CISA exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Governance and Management of IT — This question tests Governance and Management of IT — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: System Uptime Percentage — Option C is correct because system uptime is an operational metric typically aligned with the Internal Process perspective, not directly with customer satisfaction as measured by surveys and complaint resolution. Option A is incorrect because survey scores directly measure customer satisfaction. Option B is incorrect because complaint resolution time is a customer-facing metric. Option D is incorrect because number of new features may be customer-driven, but it is less directly related than the given metrics; however, it is still more relevant than uptime. Uptime is the least relevant.
What should I do if I get this CISA question wrong?
Identify which CISA exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Are there clue words in this question I should notice?
Yes — watch for: "least". You want the option with minimum overhead, fewest steps, or lowest impact — not the most feature-rich or comprehensive answer.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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