CISA Certified Information Systems Auditor – Question2005 - CISA Certified Information Systems Auditor

Which of the following is the BEST way to determine if IT is delivering value to the business?

A. Distribute surveys to various end users of IT services.
B. Interview key IT managers and service providers.
C. Review IT service level agreement (SLA) metrics.
D. Analyze downtime frequency and duration.

Correct Answer: C

Explanation:

Explanation:
A service level agreement (SLA) is a written document, which officially describe the details of services, in non-technical terms, provided by the IT department (internal or external) to its customers. The aim of SLA is to maintain and improve the customer satisfaction to an agreed level.