Certified Information Systems Auditor (CISA) — Question 704

An IS auditor is reviewing the service management of an outsourced help desk. Which of the following is the BEST indicator of how effectively the service provider is performing this function?

Answer options

• A. Number of calls worked
• B. Call transcript reviews
• C. Customer satisfaction ratings
• D. Average ticket age

Correct answer: C

Explanation

Customer satisfaction ratings are the most direct indicator of how well the service provider meets user needs and expectations. While the number of calls worked, call transcript reviews, and average ticket age can provide insights, they do not directly reflect the end user's experience and satisfaction with the service.