Book Image

CISA – Certified Information Systems Auditor Study Guide - Second Edition

By : Hemang Doshi
5 (3)
Book Image

CISA – Certified Information Systems Auditor Study Guide - Second Edition

5 (3)
By: Hemang Doshi

Overview of this book

With the latest updates and revised study material, this second edition of the Certified Information Systems Auditor Study Guide provides an excellent starting point for your CISA certification preparation. The book strengthens your grip on the core concepts through a three-step approach. First, it presents the fundamentals with easy-to-understand theoretical explanations. Next, it provides a list of key aspects that are crucial from the CISA exam perspective, ensuring you focus on important pointers for the exam. Finally, the book makes you an expert in specific topics by engaging you with self-assessment questions designed to align with the exam format, challenging you to apply your knowledge and sharpen your understanding. Moreover, the book comes with lifetime access to supplementary resources on an online platform, including CISA flashcards, practice questions, and valuable exam tips. With unlimited access to the website, you’ll have the flexibility to practice as many times as you desire, maximizing your exam readiness. By the end of this book, you’ll have developed the proficiency to successfully obtain the CISA certification and significantly upgrade your auditing career.
Table of Contents (14 chapters)

IT Service-Level Management

In this section, you will first look at IT service management practices, followed by some assessment questions.

The following are some of the important aspects of service-level management:

  • A Service-Level Agreement (SLA) defines the nature, expectations, escalations, and other relevant information for the services being offered.
  • The SLA should be documented in non-technical terms and serve as the basis for measuring and monitoring services.
  • Service-level management is the process of defining, documenting, and managing service requirements.
  • The following characteristics should be considered to define an SLA:
    • Accuracy
    • Completeness
    • Timeliness
    • Security
  • It is very important to monitor service levels at regular intervals to ensure that the objective of the service is achieved.
  • It must be noted that when service delivery is outsourced, the accountability of the service still rests with the service receiver.
  • It is the organization...