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Question 1032 - CISA discussion

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Which of the following is the BEST way to identify whether the IT help desk is meeting service level agreements (SLAS)?

A.
Review exception reports
Answers
A.
Review exception reports
B.
Review IT staffing schedules.
Answers
B.
Review IT staffing schedules.
C.
Analyze help desk ticket logs
Answers
C.
Analyze help desk ticket logs
D.
Conduct IT management interviews
Answers
D.
Conduct IT management interviews
Suggested answer: A

Explanation:

The best way to identify whether the IT help desk is meeting service level agreements (SLAs) is A. Review exception reports. Exception reports are documents that highlight any deviations from the agreed service levels, such as breaches, delays, or failures. They can help the IT help desk to monitor their performance, identify root causes, and implement corrective actions. Reviewing exception reports can also help the IT help desk to communicate with the end users and stakeholders about any service issues and their resolution.

asked 18/09/2024
shylashri selvamani
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