CISA: Certified Information Systems Auditor

By Isaca · Question Mode

QuestionQ90

VerifiedInformation System Auditing Process

Which of the following is the BEST method for an IS auditor to confirm whether IT support manages help desk tickets in line with business expectations?

Explanation

Service-level agreements establish measurable business expectations for help-desk performance, including response and resolution targets. Comparing ticket response and resolution times with the SLA directly tests whether support operations meet those agreed service commitments.

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