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Exam CISA topic 1 question 977 discussion

Actual exam question from Isaca's CISA
Question #: 977
Topic #: 1
[All CISA Questions]

Which of the following indicators would BEST demonstrate the efficiency of a help desk operation?

  • A. The percentage of system uptime supported
  • B. The percentage of tickets resolved over a period of time
  • C. Number of calls received per day
  • D. The number of users supported
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Suggested Answer: B 🗳️
by FAGFUR at Nov. 13, 2023, 4:31 p.m.

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FAGFUR
5 months, 1 week ago
Selected Answer: B
The efficiency of a help desk operation is often best demonstrated by the ability to resolve issues in a timely manner. The percentage of tickets resolved over a period of time, is a KPI that reflects how effectively the help desk is addressing and resolving user-reported issues. The terms of efficiency in issue resolution, the percentage of tickets resolved is a more direct and relevant metric.
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