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 measures used for the Service Desk practice?
Customer Satisfaction Score (CSAT)
CSAT measures user satisfaction with the service desk.
First Contact Resolution (FCR)
FCR is a key metric for service desk efficiency.
Service Uptime
Why wrong: Service Uptime is an availability metric.
Mean Time to Repair (MTTR)
Why wrong: MTTR is typically an incident management metric.
Number of changes implemented
Why wrong: Number of changes is a change enablement metric.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Customer Satisfaction Score (CSAT)
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'.
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 Score (CSAT)
Why this is correct
CSAT measures user satisfaction with the service desk.
Related concept
Read the scenario before looking for a memorised answer.
First Contact Resolution (FCR)
Why this is correct
FCR is a key metric for service desk efficiency.
Related concept
Read the scenario before looking for a memorised answer.
Service Uptime
Why it's wrong here
Service Uptime is an availability metric.
Mean Time to Repair (MTTR)
Why it's wrong here
MTTR is typically an incident management metric.
Number of changes implemented
Why it's wrong here
Number of changes is a change enablement metric.
Common exam traps
PeopleCert often tests the distinction between Service Desk metrics (CSAT, FCR) and broader IT operations metrics (uptime, MTTR, change counts) to see if candidates confuse practice-specific measures with general IT performance indicators.
Detailed technical explanation
First Contact Resolution (FCR) is a critical Service Desk metric because it measures the percentage of incidents or service requests resolved during the initial contact without escalation or follow-up. High FCR reduces operational costs and improves user productivity, and it is often tracked using ITSM tools that log resolution timestamps and contact records. In real-world scenarios, a service desk with an FCR rate below 70% may indicate insufficient knowledge base usage or agent training gaps, directly impacting CSAT scores.
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: Customer Satisfaction Score (CSAT) — 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'.
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 30, 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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