The answer is Customer Satisfaction (CSAT), along with First Contact Resolution (FCR) and Mean Time to Resolve (MTTR), though MTTR is more formally an Incident Management KPI. ITIL 4 specifically highlights CSAT and FCR as the two primary service desk KPIs because they directly measure the user’s experience and the efficiency of resolving issues on the first interaction. On the ITIL 4 Foundation exam, this distinction tests your understanding of the Service Desk practice’s role as a single point of contact, not a full incident resolution process—so while MTTR is relevant, it belongs to Incident Management. A common trap is confusing service desk KPIs with broader operational metrics like ticket volume or backlog size, which are not emphasized in ITIL 4. To remember, think “First and Feel”: FCR measures the first contact, and CSAT measures how the user feels about it.
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 THREE are key performance indicators (KPIs) for the Service Desk practice?
FCR measures the percentage of issues resolved on first contact, a key service desk KPI.
B
Mean Time to Resolve (MTTR)
Why wrong: MTTR is more associated with Incident Management, though service desk may contribute, ITIL 4 lists FCR and CSAT as primary service desk KPIs.
C
Number of changes implemented
Why wrong: This is a Change Enablement metric.
D
Percentage of SLA targets met
Why wrong: This is a Service Level Management metric.
E
Customer Satisfaction (CSAT)
CSAT measures user satisfaction with service desk interactions.
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)
FCR (First Contact Resolution) and CSAT (Customer Satisfaction) are common service desk metrics. MTTR (Mean Time to Resolve) is an Incident Management KPI, but also relevant for service desk. However, ITIL 4 specifically highlights FCR and CSAT for service desk. MTTR is more incident management. Option D and E are not typical service desk KPIs.
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 first contact, a key service desk KPI.
Related concept
Read the scenario before looking for a memorised answer.
✗
Mean Time to Resolve (MTTR)
Why it's wrong here
MTTR is more associated with Incident Management, though service desk may contribute, ITIL 4 lists FCR and CSAT as primary service desk KPIs.
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) — FCR (First Contact Resolution) and CSAT (Customer Satisfaction) are common service desk metrics. MTTR (Mean Time to Resolve) is an Incident Management KPI, but also relevant for service desk. However, ITIL 4 specifically highlights FCR and CSAT for service desk. MTTR is more incident management. Option D and E are not typical service desk KPIs.
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 THREE are key metrics for the Service Desk practice?
medium
✓ A.First Contact Resolution (FCR)
✓ B.Average time to resolve an incident
C.Number of problems recorded
✓ D.Customer Satisfaction Score (CSAT)
E.Mean Time Between Failures (MTBF)
Why A: Key service desk metrics include First Contact Resolution (FCR), Customer Satisfaction Score (CSAT), and average time to resolve incidents (which relates to Mean Time to Resolve). MTBF is an availability metric. Number of problems is a problem management metric.
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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