Certified Information Systems Auditor (CISA) — Question 725

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

Answer options

• 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

Correct answer: B

Explanation

Option B is correct because it directly measures the help desk's ability to resolve issues in a timely manner, reflecting operational efficiency. The other options, while relevant to service performance, do not specifically indicate how efficiently tickets are handled by the help desk.