CISA IT Service Delivery and Support Certified Practice Exam

Sample Questions

Q) Which of the following statements, an auditor uses to make sure that a Service Level Agreement Agreement (SLA) for availability requirements?

a) usage reports

b) Hardware reports

c) system logs

d) the availability of reports

e) None

Q) One of the advantages of quality of service (QoS), is as follows:

a) the overall availability and performance of the network will be significantly improved

b) Telcos will enable the company reports according to the level of fine service.

c) Participation Program will have a guaranteed level of service.

d) link security to be maintained to perform secure online transactions.

e) None

Q) Organization of outsourcing their service. Which of the following indicators will be better, to be included in the SLA?

a) The total number of users supported

b) The percentage of incidents resolved in the first call

c) The number of incidents reported to the help desk

d) The number of agents in charge phone

e) None

Q) The main objective of the service level management (SLM) is as follows:

a) identify, agree, record and manage service levels.

b) to ensure that services are able to provide the highest level of availability.

c) save the costs associated with maintenance to a minimum

d) monitor and report any violations of law in the management.

e) None