An organization has outsourced its help desk. Which of the following indicators would be the best
to include in the SLA?

A.
Overall number of users supported

B.
Percentage of incidents solved in the first call

C.
Number of incidents reported to the help desk

D.
Number of agents answering the phones

Explanation:

Since it is about service level (performance) indicators, the percentage of incidents solved on the
first call is the only option that is relevant. Choices A, C and D are not quality measures of the help
desk service.