Certified Information Systems Auditor (CISA) — Question 1000

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?

Answer options

• 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.

Correct answer: A

Explanation

The best approach for verifying help desk ticket management is to compare the response and resolution times against the service level agreement (SLA), as this directly measures compliance with business expectations. The other options, while useful, do not provide a direct assessment of adherence to the SLA, which is a key benchmark for performance.