CISA Practice Question: Is a key component of an IT balanced scorecard…

Which of the following is a key component of an IT balanced scorecard from the 'internal process' 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 availability percentage

The internal process perspective focuses on operational efficiency and effectiveness, such as system availability.

Answer analysis

For each option: why learners choose it and why it is or isn't the right answer here.

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Customer satisfaction score
Why it's wrong here
Customer satisfaction belongs to the customer perspective, which measures stakeholder perception of IT services. It is tempting because satisfied users reflect good processes, but the internal process perspective measures process performance itself, such as cycle time or incident resolution.
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Employee satisfaction
Why it's wrong here
Employee satisfaction sits in the learning and growth perspective, which addresses staff capability, skills and morale. It is tempting because staff drive processes, but the internal process perspective measures the processes themselves, such as service delivery or defect rates.
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System availability percentage
Why this is correct
The internal process perspective measures operational efficiency and service delivery. System availability percentage directly reflects how reliably IT processes deliver services, making it a valid internal process metric rather than a financial, customer or learning and growth measure.
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IT budget variance
Why it's wrong here
Budget variance belongs to the financial perspective, which measures cost against plan. It is tempting because IT budgets feel operational, but the internal process perspective covers process efficiency and delivery capability, such as incident resolution or development cycle time.

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