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?
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?
To verify if help desk tickets are being managed by IT support according to business expectations, the best method is to compare the response and resolution times against the service level agreement (SLA). SLAs are formal agreements that define the expected service standards between IT and the business. By measuring against these predefined benchmarks, it provides objective data and a clear indication of whether IT support is meeting the required performance levels. This approach ensures alignment with business expectations and provides a reliable basis for evaluation.
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.