Quick Answer
The answer is First Call Resolution (FCR). This metric is the most appropriate because it directly measures whether the analyst resolved the user’s issue during the initial contact without requiring escalation or follow-up, and following a script to achieve resolution on the first call demonstrates effective adherence to standardized procedures while minimizing customer effort. On the ITIL 4 Foundation exam, this question tests your understanding of how service desk performance metrics align with the service value system, specifically the “engage” and “obtain/build” practices; a common trap is confusing FCR with Average Handle Time, but FCR prioritizes quality and customer satisfaction over speed. To remember this, think of the mnemonic “FCR = First Call, Final Resolution” — if the script leads to a fix on that first interaction, you’ve nailed the metric.
This ITIL4F practice question tests your understanding of itil management practices. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. 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 analyst resolves a user's issue by following a script. Which metric is most appropriate to measure the analyst's performance?
Customer Satisfaction (CSAT)
Why wrong: CSAT measures overall satisfaction, not performance on a single call.
Mean Time to Resolve (MTTR)
Why wrong: MTTR measures the average time to resolve incidents, not specifically first contact.
Number of incidents logged
Why wrong: This measures volume, not performance.
First Call Resolution (FCR)
FCR measures incidents resolved on the first call, reflecting efficiency.
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 Call Resolution (FCR)
First Call Resolution (FCR) is the most appropriate metric because it directly measures whether the analyst resolved the issue during the initial contact without escalation or follow-up. Following a script to resolve a user's issue on the first call demonstrates effective adherence to standardized procedures and minimizes customer effort, which is the core purpose of FCR in ITIL 4.
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.
Customer Satisfaction (CSAT)
Why it's wrong here
CSAT measures overall satisfaction, not performance on a single call.
Mean Time to Resolve (MTTR)
Why it's wrong here
MTTR measures the average time to resolve incidents, not specifically first contact.
Number of incidents logged
Why it's wrong here
This measures volume, not performance.
First Call Resolution (FCR)
Why this is correct
FCR measures incidents resolved on the first call, reflecting efficiency.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
The trap here is that candidates often confuse FCR with MTTR, thinking that resolving quickly is the same as resolving on the first call, but MTTR can be low even if the issue requires multiple contacts, whereas FCR specifically measures one-and-done resolution.
Detailed technical explanation
FCR is calculated as the percentage of incidents resolved during the first contact without requiring a callback, escalation, or follow-up. In ITIL 4, FCR is a key performance indicator (KPI) for the service desk practice, as it directly correlates with reduced operational costs and improved user experience. A real-world scenario where FCR matters is when a service desk uses a knowledge base or scripted resolution path; if the analyst follows the script correctly and resolves the issue, the incident is counted as FCR, but if the script fails or the analyst deviates, it may require a second call, lowering the FCR rate.
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
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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 Call Resolution (FCR) — First Call Resolution (FCR) is the most appropriate metric because it directly measures whether the analyst resolved the issue during the initial contact without escalation or follow-up. Following a script to resolve a user's issue on the first call demonstrates effective adherence to standardized procedures and minimizes customer effort, which is the core purpose of FCR in ITIL 4.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 24, 2026
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