Which of the following is the BEST way for an IS auditor to verify whether help desk tickets are being managed by IT support in accordance with business expectations?
A.
Compare the response and resolution times against the service level agreement (SLA).
B.
Review end user satisfaction survey results.
C.
Review IT management metrics reported quarterly to the board.
D.
Compare the resolved date and the due date recorded on the help desk tickets.
This option directly measures the performance of IT support against the agreed-upon standards outlined in the service level agreement (SLA). By comparing response and resolution times to the SLA benchmarks, the IS auditor can determine if IT support is meeting the expectations set by the business. This method provides concrete data on the efficiency and effectiveness of the help desk ticket management process, which is crucial for ensuring alignment with business expectations.
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Swallows
1 month, 1 week ago