ITIL4F ITIL Management Practices Practice Question
Which TWO of the following are key metrics for the Service Desk practice?
⚠ Common exam trap
Candidates often confuse operational metrics like MTTR (which is for Incident Management) with Service Desk-specific metrics, or they mistakenly think MTBF (a reliability metric) applies to the Service Desk's daily performance rather than to infrastructure components.
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 practice because it measures the percentage of incidents resolved during the first interaction with the user, without the need for escalation or follow-up. A high FCR directly indicates the efficiency and effectiveness of the Service Desk in resolving issues promptly, reducing user downtime and operational costs. This metric is critical for assessing the quality of first-level support and the knowledge base's adequacy.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Mean Time Between Failures (MTBF)
Why it's wrong here
MTBF is used in Availability Management.
- ✓
First Call Resolution (FCR)
Why this is correct
FCR measures the percentage of issues resolved on the first call.
- ✗
Recovery Time Objective (RTO)
Why it's wrong here
RTO is used in ITSCM.
- ✓
Customer Satisfaction Score (CSAT)
Why this is correct
CSAT measures user satisfaction with the Service Desk.
- ✗
Mean Time to Restore Service (MTTR)
Why it's wrong here
MTTR is a metric for Incident Management.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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