Quick Answer
The answer is improving customer satisfaction with IT services and enhancing internal business processes, as these directly align with two of the four core perspectives of the balanced scorecard: customer and internal process. The IT balanced scorecard translates strategy into measurable objectives across financial, customer, internal process, and learning and growth dimensions, ensuring IT governance aligns with business goals. On the CISA exam, this question tests your ability to distinguish high-level objectives from specific metrics or operational tasks—common traps include confusing a metric like "percentage of uptime" with an objective, or mistaking a security-specific goal for a balanced scorecard perspective. Remember, the balanced scorecard is about strategic alignment, not day-to-day operations. A useful memory tip is to think of the four perspectives as "C-F-I-L": Customer, Financial, Internal process, and Learning/growth—if an option doesn't fit one of these, it is likely a metric or a narrow operational target.
This CISA practice question tests your understanding of governance and management of it. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
Which TWO of the following are common objectives of an IT balanced scorecard? (Choose two.)
Deploying a new ERP system
Why wrong: Project delivery is operational.
Reducing the number of help desk tickets
Why wrong: This is a metric, not a balanced scorecard perspective.
Enhancing IT staff skills and knowledge
Learning and growth perspective.
Implementing a new firewall
Why wrong: A specific project, not a balanced scorecard objective.
Improving customer satisfaction with IT services
Customer perspective is a key dimension.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Enhancing IT staff skills and knowledge
Correct answers: B and D. The balanced scorecard typically includes customer, financial, internal process, and learning/growth perspectives. Option A is a metric, not an objective. Option C is operational. Option E is security-specific.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Deploying a new ERP system
Why it's wrong here
Project delivery is operational.
Reducing the number of help desk tickets
Why it's wrong here
This is a metric, not a balanced scorecard perspective.
Enhancing IT staff skills and knowledge
Why this is correct
Learning and growth perspective.
Related concept
Read the scenario before looking for a memorised answer.
Implementing a new firewall
Why it's wrong here
A specific project, not a balanced scorecard objective.
Improving customer satisfaction with IT services
Why this is correct
Customer perspective is a key dimension.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A practitioner preparing for the CISA exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Identify which CISA exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
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FAQ
Governance and Management of IT — This question tests Governance and Management of IT — Read the scenario before looking for a memorised answer..
The correct answer is: Enhancing IT staff skills and knowledge — Correct answers: B and D. The balanced scorecard typically includes customer, financial, internal process, and learning/growth perspectives. Option A is a metric, not an objective. Option C is operational. Option E is security-specific.
Identify which CISA exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 24, 2026
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.
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