Question

An IS auditor reviewing the IT service desk notes that the team has recently improved its first-call resolution (FCR) rate from 62% to 91% over one quarter, which management presents as a major service improvement. However, the auditor observes that repeat incident volume and the number of tickets reopened within 48 hours have both increased during the same period. What should the auditor conclude?

Accepted Answer

The FCR improvement may be overstated because analysts could be prematurely closing tickets, and the metric should be reviewed alongside reopen and repeat-incident data

Answer

The FCR improvement demonstrates effective service delivery and no further review of the metric is warranted

Answer

The reopen rate is irrelevant to service desk performance and should be excluded from the service level reporting

Answer

The service desk should immediately lower its FCR target to reduce the number of reopened tickets