Certified Internal Auditor (CIA) Part 3: Business Knowledge for Internal Auditing — Question 230

Which of the following is accurate regarding help desk service providers?

Answer options

• A. Performance results, deficiencies, and remediation should not be used as criteria for ongoing vendor evaluation.
• B. Turn-around time cannot always be defined for each level of service in complex environments.
• C. Ongoing monitoring procedures that measure and compare actual performance to the expected service-level parameters must be set by the service provider.
• D. Any problems troubleshooting can be categorized as a help desk service.

Correct answer: C

Explanation

Option C is correct because it emphasizes the importance of the service provider setting up monitoring procedures to ensure that actual performance aligns with expected service levels. Option A is incorrect as performance evaluations are critical for vendor assessments. Option B is misleading since while turnaround times can be complex, they should still be defined. Option D is too broad, as not all troubleshooting issues may fall under the help desk service.