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CISA QUESTION #6864
Question 1
An auditor reviews key performance indicators for IT service desk and finds that the primary metric is 'number of tickets closed per day' with staff bonuses tied to this metric. What is the PRIMARY risk of this metric design?
  • Insufficient metrics
  • Incentivizes quantity over quality—staff may close tickets without proper resolution✔️
  • Excessive focus on efficiency
  • Lack of customer satisfaction measures
Correct Answer Explanation
Metrics that reward quantity without quality drive dysfunctional behavior. Tying bonuses to tickets closed incentivizes staff to close tickets quickly without proper resolution, leading to recurring problems, poor service quality, and customer dissatisfaction. Effective metrics must balance quantity, quality, and customer satisfaction.