무료 온라인 액세스 ISACA.CISA-KR.v2025-04-03.q628 모의 시험 (Page 122)

CISA-KR 문제 601

다음 중 IT 헬프 데스크 기능의 성과를 측정하는 데 가장 적합한 지표는 무엇입니까?

A. 사고로 인해 발생한 문제의 비율

B. 티켓 분류에 걸리는 평균 시간

C. 보고된 사건 수 0t

D. 재개된 티켓 수

정답: D

The answer D is correct because the number of reopened tickets is the best indicator for measuring the performance of IT help desk function. Reopened tickets are tickets that have been marked as resolved by the help desk agents, but the customers are not satisfied with the resolution and reopen them for further assistance. Reopened tickets reflect the quality and effectiveness of the help desk service, as well as the customer satisfaction level. A high number of reopened tickets indicates that the help desk agents are not resolving the issues properly, or that they are not communicating well with the customers. This can lead to customer frustration, dissatisfaction, and churn. Therefore, minimizing the number of reopened tickets is a key goal for any help desk function.
The other options are not as good as option D. Percentage of problems raised from incidents (option A) is a metric that shows how many incidents are escalated to problems, which are more complex and require root cause analysis and long-term solutions. This metric reflects the complexity and severity of the issues faced by the customers, but it does not directly measure the performance of the help desk function. Mean time to categorize tickets (option B) is a metric that shows how long it takes for the help desk agents to assign a category to each ticket, such as technical, billing, or feedback. This metric reflects the efficiency and accuracy of the help desk agents, but it does not measure the quality or effectiveness of the resolution. Number of incidents reported (option C) is a metric that shows how many issues are reported by the customers to the help desk function. This metric reflects the demand and workload of the help desk function, but it does not measure how well the issues are resolved or how satisfied the customers are.
References:
* Key Metrics to Measure Help Desk Performance
* 8 service desk KPIs and performance metrics for IT support
* 13 Most Important Help Desk KPIs to Track and Measure Help Desk Performance

CISA-KR 문제 602

새로운 시스템을 구현하는 동안 IS 감사원은 특정 자동화된 계산이 규제 요구 사항을 준수하는지 평가해야 합니다. 이러한 확신을 얻는 가장 좋은 방법은 다음 중 무엇입니까?

A. 검토 승인 문서

B. 계산과 관련된 소스코드를 검토하세요.

C. 감사 소프트웨어로 계산을 다시 수행합니다.

D. 사용자 수락 여부(UAT) 결과 검사

CISA-KR 문제 603

IS 감사원은 애플리케이션의 감사 추적을 다음과 같이 보장해야 합니다.

A. 보안이 적절합니다.

B. 모든 데이터베이스 레코드를 기록합니다.

C. 온라인에서 접근 가능합니다

D. 운영 효율성에 영향을 미치지 않습니다.

CISA-KR 문제 604

IS 감사원은 제대로 체크아웃되지 않은 서버에 대한 관리자 계정을 결정하고 각 사용 후 다시 로그인합니다. 다음 중 문제의 범위를 결정하는 데 가장 적합한 샘플링 기술은 무엇입니까?

A. 무작위 샘플링

B. 계층화 샘플링

C. 통계적 샘플링

D. 무작위 샘플링

CISA-KR 문제 605

데이터 센터에 대한 위협 평가를 검토하는 IS 감사원은 다음과 같은 경우 가장 우려할 것입니다.

A. 식별된 인후 중 일부는 발생할 가능성이 낮습니다.

B. 식별된 모든 목구멍은 외부 엔터티와 관련이 있습니다.

C. 이 훈련은 지역 경영진에 의해 완료되었습니다.

D. 주변 조직의 활동이 포함되었습니다.

정답: C

An IS auditor reviewing the threat assessment for a data center would be most concerned if the exercise was completed by local management, because this could introduce bias, conflict of interest, or lack of expertise in the assessment process. A threat assessment is a systematic method of identifying and evaluating the potential threats that could affect the availability, integrity, or confidentiality of the data center and its assets. A threat assessment should be conducted by an independent and qualified team that has the necessary skills, knowledge, and experience to perform a comprehensive and objective analysis of the data center's environment, vulnerabilities, and risks1.
The other options are not as concerning as option C for an IS auditor reviewing the threat assessment for a data center. Option A, some of the identified threats are unlikely to occur, is not a problem as long as the likelihood and impact of each threat are properly estimated and prioritized. A threat assessment should consider all possible scenarios, even if they have a low probability of occurrence, to ensure that the data center is prepared for any eventuality2. Option B, all identified threats relate to external entities, is not a flaw as long as the assessment also considers internal threats, such as human errors, malicious insiders, or equipment failures. External threats are often more visible and severe than internal threats, but they are not the only source of risk for a data center3. Option D, neighboring organizations' operations have been included, is not a mistake as long as the assessment also focuses on the data center's own operations. Neighboring organizations' operations may have an impact on the data center's security and availability, especially if they share physical or network infrastructure or resources. A threat assessment should take into account the interdependencies and interactions between the data center and its external environment4.
References:
* ISACA, CISA Review Manual, 27th Edition, 2019
* ISACA, CISA Review Questions, Answers & Explanations Database - 12 Month Subscription
* Data Center Threats and Vulnerabilities1
* Datacenter threat, vulnerability, and risk assessment2
* Data Centre Risk Assessment3

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