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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 resolution time
Help desk resolution time is a common KPI for IT service management, measuring efficiency.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
IT budget as a percentage of revenue
Why it's wrong here
This is a cost management metric, not a service KPI.
- ✓
Help desk resolution time
Why this is correct
This measures the time to resolve incidents, reflecting service quality.
- ✗
Number of IT staff
Why it's wrong here
Staff count is not a performance indicator.
- ✗
Number of servers
Why it's wrong here
Server count does not directly indicate performance.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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