ITIL4F ITIL Management Practices Practice Question
A service desk measures the percentage of calls resolved on first contact. Which metric is this?
⚠ Common exam trap
It's easy for candidates to confuse FCR with MTTR, assuming that resolving quickly on first contact is the same as measuring resolution time, but MTTR focuses on duration rather than the count of first-contact resolutions.
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
✓
First Contact Resolution (FCR)
First Contact Resolution (FCR) is the correct metric because it specifically measures the percentage of calls resolved during the initial contact with the service desk, without requiring a callback, escalation, or follow-up. This aligns directly with the question's definition, as FCR is a key performance indicator (KPI) in ITIL 4 for evaluating service desk efficiency and user satisfaction.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Customer Satisfaction Score (CSAT)
Why it's wrong here
Customer Satisfaction Score (CSAT) measures the level of customer happiness with a service or interaction, typically collected via surveys immediately after a service event. While crucial for understanding customer perception and overall service quality, it does not directly quantify the percentage of issues resolved during the initial contact. CSAT is an outcome metric reflecting sentiment, rather than an operational efficiency metric for first-time resolution.
- ✗
Mean Time to Resolve (MTTR)
Why it's wrong here
Mean Time to Resolve (MTTR) is a critical time-based metric that calculates the average duration required to fully restore a service or resolve an incident from its initial report to its complete closure. It focuses on the overall speed of resolution across all incidents over a period, rather than specifically measuring the proportion of issues successfully addressed during the very first interaction with the service desk. Therefore, it doesn't align with 'percentage of calls resolved on' a single contact.
- ✗
Service Level Achievement
Why it's wrong here
Service Level Achievement quantifies the degree to which an organization has met its predefined service level agreements (SLAs) over a specific reporting period. These agreements often encompass various operational metrics such as availability, response times, and overall resolution targets. While First Contact Resolution can certainly be an element within an SLA, 'Service Level Achievement' itself is a comprehensive measure of overall compliance against multiple targets, not a specific metric for the percentage of calls resolved during the initial contact.
- ✓
First Contact Resolution (FCR)
Why this is correct
First Contact Resolution (FCR) is a fundamental service desk metric that precisely measures the percentage of customer inquiries, incidents, or service requests that are completely resolved during the customer's initial interaction with the service desk. This means the customer does not need to call back, email again, or be transferred to another support agent for the same issue. It directly quantifies the efficiency of resolving issues at the first point of contact, aligning perfectly with 'percentage of calls resolved on' the first attempt.
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Written by Johnson Ajibi, MSc IT Security
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