easyMultiple ChoiceObjective-mapped
CISA Practice Question: Is the BEST indicator of IT performance from the…
Which of the following is the BEST indicator of IT performance from the customer perspective in an IT balanced scorecard?
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
The customer perspective in an IT balanced scorecard focuses on how users perceive IT services. Help desk resolution time directly measures service quality from the customer's viewpoint.
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 risk/compliance measure, not directly customer-focused.
- ✗
System availability percentage
Why it's wrong here
System availability is more of an internal process measure, though it indirectly affects customers.
- ✓
Help desk resolution time
Why this is correct
Help desk resolution time is a direct measure of customer service quality and satisfaction.
- ✗
IT budget as a percentage of revenue
Why it's wrong here
This is a financial perspective measure.
Go deeper
Related to this question
About these practice questions
This CISA question is part of Courseiva's 995-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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.