The answer is Customer Satisfaction Score (CSAT) and First Contact Resolution (FCR). These two metrics are correct because they directly measure the service desk’s ability to resolve user issues quickly and to the user’s satisfaction, which are the primary goals of a service desk according to ITIL 4. FCR tracks the percentage of incidents resolved during the first interaction, while CSAT captures the user’s overall satisfaction with the service received. On the ITIL 4 Foundation exam, this question tests your ability to distinguish service desk metrics from other ITIL practice metrics—a common trap is confusing FCR with Incident Management’s resolution time, or mixing CSAT with Availability or Capacity Management metrics. A useful memory tip is to think of the service desk as the “front door” of IT support: you want problems solved quickly (FCR) and customers happy (CSAT), not just system uptime or resource capacity.
ITIL4F ITIL Management Practices Practice Question
This ITIL4F practice question tests your understanding of itil management practices. 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 key metrics used to measure the performance of the Service Desk?
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) and Customer Satisfaction Score (CSAT) are typical service desk metrics. Options B and C are correct. Option A is for Incident Management; Option D is for Availability Management; Option E is for Capacity Management.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✓
First Contact Resolution (FCR)
Why this is correct
FCR measures the percentage of issues resolved on the first contact.
Related concept
Read the scenario before looking for a memorised answer.
✗
Mean Time to Resolve (MTTR)
Why it's wrong here
MTTR is an Incident Management metric, not specifically for service desk.
✗
Availability percentage
Why it's wrong here
Availability is measured by Availability Management.
✗
Capacity utilization
Why it's wrong here
Capacity utilization is a Capacity and Performance Management metric.
✓
Customer Satisfaction Score (CSAT)
Why this is correct
CSAT measures user satisfaction with service desk interactions.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Common exam trap: answer the scenario, not the keyword
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
How to think about this question
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.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the ITIL4F 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
Got this wrong? Here's your next step.
Identify which ITIL4F 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.
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: First Contact Resolution (FCR) — First Contact Resolution (FCR) and Customer Satisfaction Score (CSAT) are typical service desk metrics. Options B and C are correct. Option A is for Incident Management; Option D is for Availability Management; Option E is for Capacity Management.
What should I do if I get this ITIL4F question wrong?
Identify which ITIL4F 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.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. Which TWO of the following are key measures used for the Service Desk practice?
hard
✓ A.Customer Satisfaction Score (CSAT)
✓ B.First Contact Resolution (FCR)
C.Service Uptime
D.Mean Time to Repair (MTTR)
E.Number of changes implemented
Why A: Customer Satisfaction Score (CSAT) is a key measure for the Service Desk practice because it directly reflects the end-user's perception of the service quality and support experience. It is typically gathered through post-interaction surveys and provides immediate feedback on how well the service desk meets user expectations, aligning with the ITIL guiding principle of 'Focus on Value'.
Variation 2. Which of the following is a key metric for measuring the performance of the Service Desk?
easy
A.Number of changes implemented
✓ B.First Call Resolution (FCR)
C.Mean Time to Restore Service (MTTR)
D.Percentage of projects on time
Why B: First Call Resolution (FCR) is a key metric for the Service Desk because it directly measures the percentage of incidents resolved during the first contact with the user, without the need for escalation or a callback. A high FCR indicates an efficient and knowledgeable Service Desk, reducing user downtime and operational costs. This metric is central to ITIL's focus on delivering value and minimizing disruption to business activities.
Variation 3. Which of the following is a key metric for the Service Desk practice?
easy
A.Percentage of changes implemented successfully
✓ B.First Call Resolution (FCR) rate
C.Service level agreement (SLA) compliance
D.Mean Time to Restore Service (MTTR)
Why B: First Call Resolution (FCR) is a common metric for Service Desk effectiveness. Option C is correct. MTTR is for Incident Management. SLA compliance is for Service Level Management. Uptime is for Availability Management.
Variation 4. Which TWO of the following are key metrics for the Service Desk practice?
medium
A.Mean Time Between Failures (MTBF)
✓ B.First Call Resolution (FCR)
C.Recovery Time Objective (RTO)
✓ D.Customer Satisfaction Score (CSAT)
E.Mean Time to Restore Service (MTTR)
Why B: First Call Resolution (FCR) is a key metric for the Service Desk practice because it measures the percentage of incidents resolved during the first interaction with the user, without the need for escalation or follow-up. A high FCR directly indicates the efficiency and effectiveness of the Service Desk in resolving issues promptly, reducing user downtime and operational costs. This metric is critical for assessing the quality of first-level support and the knowledge base's adequacy.
Variation 5. Which TWO of the following are typical metrics for a Service Desk?
medium
A.Number of known errors
✓ B.Customer Satisfaction Score (CSAT)
C.Mean Time to Repair (MTTR)
✓ D.First Contact Resolution (FCR)
E.Percentage of changes that are emergency
Why B: The Customer Satisfaction Score (CSAT) is a standard service desk metric that directly measures the end-user's perception of service quality, typically gathered via post-interaction surveys. It is a key performance indicator (KPI) in ITIL 4 for evaluating the value delivered by the service desk.
Variation 6. Which TWO of the following are key metrics used by a service desk?
medium
A.Mean Time Between Failures (MTBF)
B.Return on Investment (ROI)
✓ C.Customer Satisfaction (CSAT)
D.Capacity Utilization
✓ E.First Contact Resolution (FCR)
Why C: FCR (First Contact Resolution) and CSAT (Customer Satisfaction) are common service desk metrics.
Last reviewed: Jun 21, 2026
Question Discussion
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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.
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