ITIL4F ITIL Management Practices Practice Question
Which TWO of the following are typical metrics for a Service Desk?
⚠ Common exam trap
Many candidates confuse service desk metrics with incident management or change management metrics, mistakenly selecting MTTR or emergency change percentages because they seem related to service restoration or urgency.
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
✓
Customer Satisfaction Score (CSAT)
The Customer Satisfaction Score (CSAT) is a standard service desk metric that directly measures the end-user's perception of service quality, typically gathered via post-interaction surveys. It is a key performance indicator (KPI) in ITIL 4 for evaluating the value delivered by the service desk.
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 known errors
Why it's wrong here
Known errors are tracked by problem management.
- ✓
Customer Satisfaction Score (CSAT)
Why this is correct
CSAT measures user satisfaction with service desk interactions.
- ✗
Mean Time to Repair (MTTR)
Why it's wrong here
MTTR is an incident management metric, not typically a service desk metric.
- ✓
First Contact Resolution (FCR)
Why this is correct
FCR measures how many incidents are resolved on first contact.
- ✗
Percentage of changes that are emergency
Why it's wrong here
This is a change management metric.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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