mediumMultiple SelectObjective-mapped
CISA Practice Question: Which TWO of the following are key performance…
Which TWO of the following are key performance indicators (KPIs) for IT operations?
⚠ Common exam trap
Test-takers frequently confuse operational metrics (like unresolved incidents) with KPIs, or they mistakenly include non-operational metrics (like employee satisfaction or budget variance) that are relevant to other domains but not to IT operations performance.
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
✓
Mean time to repair (MTTR)
Mean time to repair (MTTR) measures the average time taken to restore a failed IT service or component, directly reflecting operational efficiency and incident response effectiveness. It is a standard KPI for IT operations because it quantifies the speed of recovery, which is critical for minimizing downtime and maintaining service levels.
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 unresolved incidents
Why it's wrong here
While relevant, it's not a primary KPI; backlog is often tracked but not a standard KPI.
- ✗
Employee satisfaction score
Why it's wrong here
Employee satisfaction is an HR metric.
- ✓
Mean time to repair (MTTR)
Why this is correct
MTTR measures the efficiency of incident resolution.
- ✓
System availability percentage
Why this is correct
Availability is a critical measure of IT service reliability.
- ✗
Budget variance
Why it's wrong here
Budget variance is a financial metric.
Go deeper
Related to this question
About these practice questions
One of 995 original CISA practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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.