The PRIMARY objective of service-level management (SLM) is to:

An organization has outsourced its help desk. Which of the following indicators would be the best
to include in the SLA?

A benefit of quality of service (QoS) is that the:

Which of the following reports should an IS auditor use to check compliance with a service level
agreement’s (SLA) requirement for uptime?

When performing an audit of a client relationship management (CRM) system migration project,
which of the following should be of GREATEST concern to an IS auditor?

After discovering a security vulnerability in a third-party application that interfaces with several
external systems, a patch is applied to a significant number of modules. Which of the following tests
should an IS auditor recommend?

An IS auditor performing an application maintenance audit would review the log of program
changes for the:

A number of system failures are occurring when corrections to previously detected errors are
resubmitted for acceptance testing. This would indicate that the maintenance team is probably not
performing adequately which of the following types of testing?

An existing system is being extensively enhanced by extracting and reusing design and program
components. This is an example of:

When reviewing an organization’s approved software product list, which of the following is the
MOST important thing to verify?