Final answer:
True, trends in performance measures over time provide a more comprehensive view of help desk performance than a single measure by highlighting consistency, identifying patterns, and indicating the direction of changes.
Step-by-step explanation:
The statement that trends in performance measures over time are a more useful indicator of help desk performance than a single performance measure is true. When evaluating help desk performance, looking at trends allows for the assessment of consistency, the identification of patterns, and the understanding of the direction of performance changes. Reliance on a single metric may not reflect true performance due to anomalies or one-time events. For instance, the frequency of incidents such as false alarms or incorrect rejections, as noted by Bruno and Abrahão (2012), could show a significant trend that would not be apparent from a single measure. Therefore, to make informed decisions and improvements, it's essential to analyze performance over a period of time.