CISA Practice Question: Information Systems Operations and Business Resilience
A company outsources its IT help desk to a third-party vendor. The service level agreement (SLA) specifies that all P1 incidents must be resolved within 2 hours. During an audit, the auditor finds that the vendor’s average resolution time for P1 incidents is 3 hours. What is the most appropriate recommendation?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Issue a non-compliance notice and require a remediation plan
The correct action is to monitor SLA compliance and enforce penalties or require corrective action. This ensures the vendor meets contractual obligations.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Terminate the contract immediately
Why it's wrong here
Termination may be drastic without first seeking remediation.
- ✗
Renegotiate the SLA to 3 hours
Why it's wrong here
Lowering standards does not address the root cause of poor performance.
- ✓
Issue a non-compliance notice and require a remediation plan
Why this is correct
This holds the vendor accountable and drives improvement.
- ✗
Accept the performance as within acceptable variance
Why it's wrong here
The SLA is not met; accepting underperformance is not appropriate.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This CISA practice question is part of Courseiva's free ISACA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CISA exam.