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Question 1

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What would be an IS auditor's BEST recommendation upon finding that a third-party IT service provider hosts the organization's human resources (HR) system in a foreign country?

Question 2

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Which of the following is the BEST way to enforce the principle of least privilege on a server containing data with different security classifications?

Question 3

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The PRIMARY benefit of automating application testing is to:

Question 4

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Which of the following BEST addresses the availability of an online store?

Question 5

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Which of the following is the BEST way to prevent social engineering incidents?

Question 6

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The PRIMARY purpose of a configuration management system is to:

Question 7

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Which of the following is the MOST important consideration when evaluating the data retention policy for a global organization with regional offices in multiple countries?

Question 8

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Which of the following BEST enables alignment of IT with business objectives?

Question 9

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Which of the following are used in a firewall to protect the entity's internal resources?

Question 10

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Which of the following would be MOST impacted if an IS auditor were to assist with the implementation of recommended control enhancements?

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Related questions

Which of the following is the BEST indicator of the effectiveness of an organization's incident response program?

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The FIRST step in an incident response plan is to:

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Which of the following poses the GREATEST risk to the use of active RFID tags?

An IS auditor is reviewing a contract for the outsourcing of IT facilities. If missing, which of the following should present the GREATEST concern to the auditor?

Which of the following is the BEST control lo mitigate attacks that redirect Internet traffic to an unauthorized website?

An IS audit manager was temporarily tasked with supervising a project manager assigned to the organization's payroll application upgrade. Upon returning to the audit department, the audit manager has been asked to perform an audit to validate the implementation of the payroll application. The audit manager is the only one in the audit department with IT project management experience. What is the BEST course of action?

An IS auditor is reviewing the backup procedures in an organization that has high volumes of data with frequent changes to transactions. Which of the following is the BEST backup scheme to recommend given the need for a shorter restoration time in the event of a disruption?

Which of the following is the BEST way for an IS auditor to assess the design of an automated application control?

Question 642 - CISA discussion

Report

Which of the following is the BEST indicator for measuring performance of IT help desk function?

A.

Percentage of problems raised from incidents

B.

Mean time to categorize tickets

C.

Number 0t incidents reported

D.

Number of reopened tickets

Suggested answer: D

Explanation:

The answer D is correct because the number of reopened tickets is the best indicator for measuring the performance of IT help desk function. Reopened tickets are tickets that have been marked as resolved by the help desk agents, but the customers are not satisfied with the resolution and reopen them for further assistance. Reopened tickets reflect the quality and effectiveness of the help desk service, as well as the customer satisfaction level. A high number of reopened tickets indicates that the help desk agents are not resolving the issues properly, or that they are not communicating well with the customers. This can lead to customer frustration, dissatisfaction, and churn. Therefore, minimizing the number of reopened tickets is a key goal for any help desk function.

The other options are not as good as option D. Percentage of problems raised from incidents (option A) is a metric that shows how many incidents are escalated to problems, which are more complex and require root cause analysis and long-term solutions. This metric reflects the complexity and severity of the issues faced by the customers, but it does not directly measure the performance of the help desk function. Mean time to categorize tickets (option B) is a metric that shows how long it takes for the help desk agents to assign a category to each ticket, such as technical, billing, or feedback. This metric reflects the efficiency and accuracy of the help desk agents, but it does not measure the quality or effectiveness of the resolution. Number of incidents reported (option C) is a metric that shows how many issues are reported by the customers to the help desk function. This metric reflects the demand and workload of the help desk function, but it does not measure how well the issues are resolved or how satisfied the customers are.

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asked 18/09/2024

jonathan Smallwood

33 questions

User

Your answer: A B C D

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