easyMultiple Choice
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
Security incidents measure internal operational or risk performance, not customer-perceived service quality. It tempts because incident counts are a standard IT metric, and would be correct for an internal process or security perspective rather than the customer perspective of the balanced scorecard.
- ✗
System availability percentage
Why it's wrong here
Availability is an internal IT operations metric, not a direct customer-perspective indicator such as satisfaction or service quality. It tempts because uptime strongly influences user experience, and would be correct for the internal process perspective rather than the customer perspective.
- ✓
Help desk resolution time
Why this is correct
Help desk resolution time directly measures service responsiveness as experienced by end users, satisfying the balanced scorecard's customer perspective. Unlike internal metrics such as server uptime or patch compliance, it captures the user's actual experience of IT support delivery.
- ✗
IT budget as a percentage of revenue
Why it's wrong here
IT budget as a percentage of revenue is a financial perspective measure, reflecting cost efficiency rather than customer experience. It tempts because it is a widely reported IT KPI, and would be correct for the financial dimension of the balanced scorecard, not the customer dimension.
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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.