ITIL4F ITIL Management Practices Practice Question
Which of the following is a key metric for measuring the performance of the Service Desk?
⚠ Common exam trap
Candidates often confuse FCR with MTTR, assuming both measure speed of resolution, but MTTR applies to the entire incident lifecycle and technical restoration, while FCR specifically measures the Service Desk's ability to resolve at first touch without escalation.
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
✓
First Call Resolution (FCR)
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.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Number of changes implemented
Why it's wrong here
The "Number of changes implemented" is a key metric for the Change Enablement practice, measuring the volume and velocity of successful changes introduced into the IT environment. While the Service Desk might log requests for change or incidents caused by changes, this metric primarily assesses the efficiency and output of the change process itself, not the Service Desk's direct performance in handling user interactions or resolving incidents. It reflects the organization's capacity for transformation rather than front-line support effectiveness.
- ✓
First Call Resolution (FCR)
Why this is correct
First Call Resolution (FCR) is a critical Service Desk metric that quantifies the percentage of incidents or service requests resolved completely during the initial contact with the user, without requiring further escalation or follow-up. A high FCR rate directly indicates the Service Desk's efficiency and the competence of its agents, significantly enhancing customer satisfaction by minimizing disruption and reducing the need for multiple interactions. It is a primary indicator of the Service Desk's ability to provide immediate value and effective front-line support.
- ✗
Mean Time to Restore Service (MTTR)
Why it's wrong here
Mean Time to Restore Service (MTTR) is a crucial metric within the Incident Management practice, measuring the average time taken from the detection of an incident to the full restoration of the affected service to its operational state. While the Service Desk plays a vital role in logging and often initially resolving incidents, MTTR encompasses the entire incident lifecycle, including escalation, diagnosis, and resolution by various support teams beyond the Service Desk. It reflects the overall effectiveness of the organization's incident response, not solely the Service Desk's immediate interaction performance.
- ✗
Percentage of projects on time
Why it's wrong here
The "Percentage of projects on time" is a fundamental metric for Project Management, assessing the efficiency and success rate of project delivery against planned schedules. This metric is entirely unrelated to the operational performance or responsibilities of the Service Desk, which focuses on providing support, managing incidents, and fulfilling service requests for live services. It measures the organization's ability to execute strategic initiatives and deliver new capabilities, not the effectiveness of its IT support function.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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