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CISA Practice Question: Is a key performance indicator (KPI) for IT…
Which of the following is a key performance indicator (KPI) for IT service management?
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
✓
Help desk first-call resolution rate
Help desk first-call resolution rate is a common KPI measuring efficiency and effectiveness of support services.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Revenue growth
Why it's wrong here
Revenue growth is a business KPI, not specific to IT service management.
- ✗
Percentage of employees trained
Why it's wrong here
Training is an HR KPI, not directly a service management KPI.
- ✗
Number of security incidents
Why it's wrong here
Security incidents are more related to information security KPI.
- ✓
Help desk first-call resolution rate
Why this is correct
This measures how often issues are resolved on the first contact.
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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.