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Isaca CISA Exam - Topic 4 Question 68 Discussion

An IS auditor is reviewing the service agreement with a technology company that provides IT help desk services to the organization. Which of the following monthly performancemetrics is the BEST indicator of service quality?
C) The percent of issues resolved by the first contact
A) The total number of users requesting help desk services
B) The average call waiting time on each request
D) The average turnaround time spent on each reported issue

Isaca CISA Exam - Topic 4 Question 68 Discussion

Actual exam question for Isaca's CISA exam
Question #: 68
Topic #: 4
[All CISA Questions]

An IS auditor is reviewing the service agreement with a technology company that provides IT help desk services to the organization. Which of the following monthly performance

metrics is the BEST indicator of service quality?

Show Suggested Answer Hide Answer
Suggested Answer: C

by Rolande at Nov 24, 2023, 07:30 AM

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Nickie
8 months ago
A lot of users doesn't mean quality. C is definitely the way to go!
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Alex
8 months ago
Not sure if C is the best. What if the issues are too complex?
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Corinne
8 months ago
Wait, isn't average call waiting time (B) super important too?
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Melita
8 months ago
Totally agree, C shows actual service effectiveness.
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Timothy
8 months ago
I think option C is the best metric. First contact resolution is key!
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Jules
9 months ago
The total number of users requesting help desk services seems less relevant to quality. I feel like the focus should be on how effectively issues are resolved.
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Craig
9 months ago
I'm torn between the percent of issues resolved by first contact and the average turnaround time. Both seem relevant, but I can't recall which one was emphasized more in our studies.
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Lynelle
9 months ago
I remember practicing a similar question where the first contact resolution rate was highlighted as a key metric. That might be the best choice here.
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Sherita
9 months ago
I think the average call waiting time might be important, but I'm not sure if it's the best indicator of overall service quality.
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Keneth
9 months ago
I'm a bit confused by this question. Aren't there other factors we should consider, like customer satisfaction or adherence to SLAs? The options given seem a bit limited. I'll have to review the material again to make sure I understand what they're looking for.
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Larae
9 months ago
Hmm, I'm not sure about this one. The average call waiting time and average turnaround time could also be good indicators of service quality. I'll need to think this through carefully before answering.
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Aide
9 months ago
This seems like a straightforward question about evaluating service quality metrics. I think the percent of issues resolved by the first contact would be the best indicator, as that directly reflects the quality and efficiency of the help desk services.
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Ira
9 months ago
The total number of users requesting help desk services doesn't seem like a good metric for service quality. That's just a volume measure, not an indicator of how well the help desk is performing. I'm leaning towards the percent of first-contact resolutions as the best answer.
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Galen
9 months ago
Hmm, this seems like a tricky one. I'll have to think it through carefully.
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Micaela
10 months ago
Hmm, this is a tricky one. I'll need to think carefully about the TDD process and why the tests would fail initially.
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