Certified Information Systems Auditor (CISA) — Question 368

Which of the following is the BEST indicator for measuring performance of the IT help desk function?

Answer options

• A. Percentage of problems raised from incidents
• B. Number of reopened tickets
• C. Number of incidents reported
• D. Mean time to categorize tickets

Correct answer: B

Explanation

The number of reopened tickets (B) is a strong indicator of help desk performance as it reflects the quality of issue resolution and customer satisfaction. In contrast, the percentage of problems from incidents (A), number of incidents reported (C), and mean time to categorize tickets (D) do not directly measure the effectiveness of the resolutions provided.