ITIL4F ITIL Management Practices Practice Question
A service desk wants to improve first contact resolution (FCR) rate. Which practice should be primarily involved in defining and monitoring this metric?
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
✓
Service Desk
Service Desk practice is responsible for FCR and other service desk metrics.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Problem Management
Why it's wrong here
Problem Management focuses on root cause, not FCR.
- ✗
Service Level Management
Why it's wrong here
SLA monitoring may include FCR, but the service desk owns the metric.
- ✓
Service Desk
Why this is correct
FCR is a key performance indicator for the service desk.
- ✗
Incident Management
Why it's wrong here
Incident Management uses metrics like MTTR, but FCR is specific to the service desk.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert 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 ITIL4F exam.