CISA · Question #33
Which of the following is the BEST indicator for measuring performance of the IT help desk function?
The correct answer is B. Number of reopened tickets. The number of reopened tickets is the best indicator for measuring help desk performance, as it directly reflects the effectiveness of initial resolutions and the quality of support provided. A high number suggests that issues are not being fully resolved on the first attempt, le
Question
Which of the following is the BEST indicator for measuring performance of the IT help desk function?
Options
- APercentage of problems raised from incidents
- BNumber of reopened tickets
- CNumber of incidents reported
- DMean time to categorize tickets
How the community answered
(44 responses)- A11% (5)
- B82% (36)
- C2% (1)
- D5% (2)
Why each option
The number of reopened tickets is the best indicator for measuring help desk performance, as it directly reflects the effectiveness of initial resolutions and the quality of support provided. A high number suggests that issues are not being fully resolved on the first attempt, leading to recurring problems.
Percentage of problems raised from incidents is an indicator of problem management effectiveness, not solely help desk performance.
The number of reopened tickets is a direct measure of the effectiveness and quality of the help desk's initial resolution efforts. A high number signifies that issues are not being resolved completely or correctly the first time, leading to user dissatisfaction and increased workload.
Number of incidents reported measures demand or user issues, but not the performance of the help desk in resolving them effectively.
Mean time to categorize tickets is an aspect of efficiency, but it doesn't indicate the effectiveness or correctness of the resolution.
Concept tested: IT help desk performance metrics
Source: https://www.servicenow.com/products/it-service-management/what-is-incident-management.html
Topics
Community Discussion
No community discussion yet for this question.