An IS auditor is reviewing the service agreement with a technology company that provides IT help desk services to the organization. Which of the following monthly performance metrics is the BEST indicator of service quality?

• A.The percent of issues resolved by the first contact
• B.The average turnaround time spent on each reported issue
• C.The total number of users requesting help desk services
• D.The average call waiting time on each request

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Which of the following would be MOST effective to protect information assets in a data center from theft by a vendor?

• A.Restrict use of portable and wireless devices.
• B.Issues an access card to the vendor.
• C.Conceal data devices and information labels
• D.Monitor and restrict vendor activities

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When auditing an organization's software acquisition process the BEST way for an IS auditor to understand the software benefits to the organization would be to review the

• A.feasibility study
• B.request for proposal (RFP)
• C.alignment with IT strategy
• D.business case

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The charging method that effectively encourages the MOST efficient use of IS resources is:

• A.specific charges that can be tied back to specific usage.
• B.total utilization to achieve full operating capacity.
• C.residual income in excess of actual incurred costs.
• D.allocations based on the ability to absorb charges.

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Which of the following provides the MOST assurance over the completeness and accuracy ol loan application processing with respect to the implementation ol a new system?

• A.Reviewing quality assurance (QA) procedures
• B.Loading balance and transaction data to the new system
• C.Running historical transactions through the new system
• D.Comparing code between old and new systems

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