Quick Answer
The answer is First Contact Resolution (FCR) and Customer Satisfaction (CSAT). These two service desk metrics are the most appropriate because FCR directly measures whether the password reset was resolved in a single interaction without escalation or callbacks, while CSAT captures the user's perception of the service quality and professionalism during that interaction. On the ITIL 4 Foundation exam, this question tests your understanding of how operational metrics align with the service desk’s role in the Service Value System—specifically the "engage" and "deliver and support" practices. A common trap is to confuse FCR with Average Handle Time (AHT), but remember that ITIL 4 emphasizes value and outcome over speed; a quick but unresolved call fails both FCR and CSAT. Memory tip: think "Fix it Fast, Feel it Good"—FCR for the fix, CSAT for the feeling.
This ITIL4F practice question tests your understanding of itil management practices. Compare every option against the stated constraints before choosing — the best answer satisfies all requirements, not just the most obvious one. 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.
A service desk agent resolves a password reset request after verifying the user's identity. According to ITIL 4, which metrics would be most appropriate to measure the performance of this interaction?
Change success rate and backout success
Why wrong: Incorrect: These are change management metrics.
Mean Time to Repair (MTTR) and uptime
Why wrong: Incorrect: MTTR is for incidents, not service requests.
Number of problems and known errors
Why wrong: Incorrect: These are problem management metrics.
First Contact Resolution (FCR) and Customer Satisfaction (CSAT)
Correct: These are common service desk metrics.
Answer choices
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) and Customer Satisfaction (CSAT)
First Contact Resolution (FCR) and Customer Satisfaction (CSAT) are key service desk metrics.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Change success rate and backout success
Why it's wrong here
Incorrect: These are change management metrics.
Mean Time to Repair (MTTR) and uptime
Why it's wrong here
Incorrect: MTTR is for incidents, not service requests.
Number of problems and known errors
Why it's wrong here
Incorrect: These are problem management metrics.
First Contact Resolution (FCR) and Customer Satisfaction (CSAT)
Why this is correct
Correct: These are common service desk metrics.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
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
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.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
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
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 — study guide chapter
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FAQ
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
The correct answer is: First Contact Resolution (FCR) and Customer Satisfaction (CSAT) — First Contact Resolution (FCR) and Customer Satisfaction (CSAT) are key service desk metrics.
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.
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 →
Same concept, more angles
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. A service desk agent resolves a password reset request within 5 minutes. The customer is satisfied. Which two metrics are most relevant to measure this?
hardWhy D: First Call Resolution (FCR) measures whether the issue is resolved on the first contact, and Customer Satisfaction (CSAT) measures satisfaction. MTTR is for incidents, not service requests. Mean time between failures (MTBF) is an availability metric. Mean time to respond is not a standard ITIL metric.
Last reviewed: Jun 21, 2026
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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