Which of the following should an IS auditor recommend as a PRIMARY area of focus when an organization decides to outsource technical support for its external customers?

Which of the following should an IS auditor recommend as a PRIMARY area of focus when an organization decides to outsource technical support for its external customers?
A . Align service level agreements (SLAs) with current needs.
B . Monitor customer satisfaction with the change.
C . Minimize costs related to the third-party agreement.
D . Ensure right to audit is included within the contract.

View Answer

Answer: A

Explanation:

The primary area of focus when an organization decides to outsource technical support for its external customers is to align service level agreements (SLAs) with current needs. SLAs are contracts that define the scope, quality, and expectations of the services provided by the vendor, as well as the remedies or penalties for non-compliance. SLAs are essential for ensuring that the outsourced technical support meets the customer’s requirements and satisfaction, as well as the organization’s objectives and standards. By aligning SLAs with current needs, the organization can specify the key performance indicators (KPIs), metrics, and targets that reflect the desired outcomes and value of the technical support. This can also help to monitor and evaluate the vendor’s performance, identify gaps or issues, and implement corrective actions or improvements.

References:

Service Level Agreement (SLA) Examples and Template What is an SLA? Best practices for service-level agreements