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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
IT service management KPIs often include help desk metrics such as average resolution time.
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 security incidents
Why it's wrong here
This is a security KPI, not primarily service management.
- ✓
Help desk first-call resolution rate
Why this is correct
First-call resolution rate measures service desk efficiency and is a common ITSM KPI.
- ✗
Number of employees trained on security
Why it's wrong here
This is a human resources/security awareness metric.
- ✗
Percentage of IT budget spent on new projects
Why it's wrong here
This is a financial KPI for IT management.
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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.