mediumMultiple ChoiceObjective-mapped
CISA Practice Question: Is considering outsourcing its IT infrastructure…
An organization is considering outsourcing its IT infrastructure management. Which of the following is the MOST important factor to include in the service level agreement (SLA)?
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
✓
Definition of key performance indicators (KPIs) and reporting frequency.
Key performance indicators (KPIs) and reporting frequency are essential to define measurable performance standards and enable ongoing monitoring of vendor compliance. Without clear KPIs and regular reporting, the organization cannot effectively assess whether the vendor is meeting service levels. While B (list of hardware/software) is a necessary operational detail, C (staffing) and D (penalty clauses) are secondary; the SLA must first establish how performance will be measured and reported.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Definition of key performance indicators (KPIs) and reporting frequency.
Why this is correct
KPIs provide objective measures for performance evaluation.
- ✗
List of hardware and software to be managed.
Why it's wrong here
This is typically covered in the scope of work, not the SLA.
- ✗
Staffing levels and qualifications of vendor personnel.
Why it's wrong here
Vendor staffing is usually managed internally by the vendor.
- ✗
Price reduction clauses for non-compliance.
Why it's wrong here
Penalties are important but not as critical as defining performance expectations.
Go deeper
Related to this question
About these practice questions
One of 995 original CISA practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
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.