CISA Governance and Management of IT Practice Question
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?
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
✓
System Uptime Percentage
(System Uptime Percentage) is the least relevant to the Customer perspective because system uptime is an operational metric that primarily supports the Internal Process perspective (e.g., reliability and availability). In contrast, the other options directly measure customer satisfaction and engagement: Number of New Features (customer-driven innovation), Satisfaction Survey Score (direct feedback), and Complaint Resolution Time (service responsiveness). While uptime may indirectly affect customer satisfaction, it is not a direct measure of the customer perspective as defined by balanced scorecard frameworks.
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.
- ✗
Satisfaction Survey Score
Why it's wrong here
Incorrect. Directly measures customer satisfaction.
- ✗
Complaint Resolution Time
Why it's wrong here
Incorrect. Customer-facing metric.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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