CISA-KR 문제 581
IS 감사원은 조직에 IT 헬프 데스크 서비스를 제공하는 기술 회사와의 서비스 계약을 검토하고 있습니다. 다음 월별 성과 지표 중 어느 것이 서비스 품질의 가장 좋은 지표입니까?
정답: C
The percent of issues resolved by the first contact, also known as the first contact resolution (FCR) rate, is a metric that measures the effectiveness and efficiency of the IT help desk services. It indicates how many customer support issues are resolved on the first interaction with the IT help desk, without requiring any follow-up calls, emails, chats, or escalations. The FCR rate is calculated by dividing the number of issues resolved on the first contact by the total number of customer support issues, and multiplying by 100%1.
The FCR rate is the best indicator of service quality among the four monthly performance metrics, because it reflects the following aspects of the IT help desk services:
* Customer satisfaction: Customers are more likely to be satisfied with the IT help desk services if their issues are resolved quickly and effectively on the first contact, without having to wait for a response or repeat their problem to multiple agents. A high FCR rate can improve customer loyalty, retention, and advocacy2.
* Cost efficiency: Resolving issues on the first contact can reduce the operational costs of the IT help desk services, such as labor costs, phone costs, or overhead costs. A high FCR rate can also increase the productivity and utilization of the IT help desk agents, as they can handle more issues in less time3.
* Service level: Resolving issues on the first contact can improve the service level of the IT help desk services, such as reducing the average handle time (AHT), increasing the service level agreement (SLA) compliance, or decreasing the backlog of unresolved issues. A high FCR rate can also enhance the reputation and credibility of the IT help desk services4.
Therefore, an IS auditor should review the FCR rate as a key performance indicator (KPI) of the IT help desk services, and compare it with the industry standards and benchmarks. According to MetricNet's benchmarking database, the FCR industry standard is 74 percent. This number varies widely, however, from a low of about 41 percent to a high of 94 percent5. An IS auditor should also recommend ways to improve the FCR rate, such as:
* Training and empowering the IT help desk agents to handle a wide range of issues and provide accurate and consistent solutions
* Implementing a knowledge base or a self-service portal that provides relevant and updated information and guidance for common or simple issues
* Improving communication and collaboration between different departments or teams that may be involved in resolving complex or escalated issues
* Using feedback and analytics tools to monitor and measure customer satisfaction and identify areas for improvement
The FCR rate is the best indicator of service quality among the four monthly performance metrics, because it reflects the following aspects of the IT help desk services:
* Customer satisfaction: Customers are more likely to be satisfied with the IT help desk services if their issues are resolved quickly and effectively on the first contact, without having to wait for a response or repeat their problem to multiple agents. A high FCR rate can improve customer loyalty, retention, and advocacy2.
* Cost efficiency: Resolving issues on the first contact can reduce the operational costs of the IT help desk services, such as labor costs, phone costs, or overhead costs. A high FCR rate can also increase the productivity and utilization of the IT help desk agents, as they can handle more issues in less time3.
* Service level: Resolving issues on the first contact can improve the service level of the IT help desk services, such as reducing the average handle time (AHT), increasing the service level agreement (SLA) compliance, or decreasing the backlog of unresolved issues. A high FCR rate can also enhance the reputation and credibility of the IT help desk services4.
Therefore, an IS auditor should review the FCR rate as a key performance indicator (KPI) of the IT help desk services, and compare it with the industry standards and benchmarks. According to MetricNet's benchmarking database, the FCR industry standard is 74 percent. This number varies widely, however, from a low of about 41 percent to a high of 94 percent5. An IS auditor should also recommend ways to improve the FCR rate, such as:
* Training and empowering the IT help desk agents to handle a wide range of issues and provide accurate and consistent solutions
* Implementing a knowledge base or a self-service portal that provides relevant and updated information and guidance for common or simple issues
* Improving communication and collaboration between different departments or teams that may be involved in resolving complex or escalated issues
* Using feedback and analytics tools to monitor and measure customer satisfaction and identify areas for improvement
CISA-KR 문제 582
다음 중 어떤 환경이 데이터를 복사하고 호환되는 데이터웨어하우스 형식으로 변환하는 데 가장 적합합니까?
정답: C
The best environment for copying data and transforming it into a compatible data warehouse format is the staging environment. The staging environment is a temporary area where data from various sources are extracted, transformed, and loaded (ETL) before being moved to the data warehouse. The staging environment allows for data cleansing, validation, integration, and standardization without affecting the source or target systems. The testing environment is not suitable for copying data and transforming it into a compatible data warehouse format, as it is used for verifying and validating the functionality and performance of applications or systems. The replication environment is not suitable for copying data and transforming it into a compatible data warehouse format, as it is used for creating identical copies of data or systems for backup or recovery purposes. The development environment is not suitable for copying data and transforming it into a compatible data warehouse format, as it is used for creating or modifying applications or systems. References:
* CISA Review Manual, 27th Edition, pages 475-4761
* CISA Review Questions, Answers & Explanations Database, Question ID: 2642
* CISA Review Manual, 27th Edition, pages 475-4761
* CISA Review Questions, Answers & Explanations Database, Question ID: 2642
CISA-KR 문제 583
조직의 재해 복구 계획 프로세스의 전반적인 효과를 평가할 때 IS 감사자가 확인해야 할 가장 중요한 사항은 무엇입니까?
정답: D
The overall effectiveness of an organization's disaster recovery planning process depends on how well the plan reflects the current and future needs and risks of the organization, and how well the plan is tested, communicated, and maintained. Among the four options given, the most important one for the IS auditor to verify is that management reviews and updates the plan annually or as changes occur.
A disaster recovery plan is not a static document that can be created once and forgotten. It is a dynamic and evolving process that requires regular review and update to ensure that it remains relevant, accurate, and effective. A disaster recovery plan should be reviewed and updated at least annually, or whenever there are significant changes in the organization's structure, operations, environment, or regulations. These changes could affect the business impact analysis, risk assessment, recovery objectives, recovery strategies, roles and responsibilities, or resources of the disaster recovery plan. If the plan is not updated to reflect these changes, it could become obsolete, incomplete, or inconsistent, and fail to meet the organization's recovery needs or expectations.
The other three options are not as important as reviewing and updating the plan, although they may also contribute to the effectiveness of the disaster recovery planning process. Contracting with a third party for warm site services is a possible recovery strategy that involves using a partially equipped facility that can be quickly activated in case of a disaster. However, this strategy may not be suitable or sufficient for every organization or scenario, and it does not guarantee the success of the disaster recovery plan. Scheduling an annual tabletop exercise is a good practice that involves simulating a disaster scenario and testing the plan in a hypothetical setting. However, this exercise may not be enough to evaluate the feasibility or readiness of the plan, and it should be complemented by other types of tests, such as walkthroughs, drills, or full-scale exercises. Documenting and distributing a copy of the plan to all personnel is an essential step that ensures that everyone involved in or affected by the plan is aware of their roles and responsibilities, and has access to the relevant information and instructions. However, this step alone does not ensure that the plan is understood or followed by all personnel, and it should be accompanied by proper training, education, and awareness programs.
Therefore, reviewing and updating the plan annually or as changes occur is the best answer.
A disaster recovery plan is not a static document that can be created once and forgotten. It is a dynamic and evolving process that requires regular review and update to ensure that it remains relevant, accurate, and effective. A disaster recovery plan should be reviewed and updated at least annually, or whenever there are significant changes in the organization's structure, operations, environment, or regulations. These changes could affect the business impact analysis, risk assessment, recovery objectives, recovery strategies, roles and responsibilities, or resources of the disaster recovery plan. If the plan is not updated to reflect these changes, it could become obsolete, incomplete, or inconsistent, and fail to meet the organization's recovery needs or expectations.
The other three options are not as important as reviewing and updating the plan, although they may also contribute to the effectiveness of the disaster recovery planning process. Contracting with a third party for warm site services is a possible recovery strategy that involves using a partially equipped facility that can be quickly activated in case of a disaster. However, this strategy may not be suitable or sufficient for every organization or scenario, and it does not guarantee the success of the disaster recovery plan. Scheduling an annual tabletop exercise is a good practice that involves simulating a disaster scenario and testing the plan in a hypothetical setting. However, this exercise may not be enough to evaluate the feasibility or readiness of the plan, and it should be complemented by other types of tests, such as walkthroughs, drills, or full-scale exercises. Documenting and distributing a copy of the plan to all personnel is an essential step that ensures that everyone involved in or affected by the plan is aware of their roles and responsibilities, and has access to the relevant information and instructions. However, this step alone does not ensure that the plan is understood or followed by all personnel, and it should be accompanied by proper training, education, and awareness programs.
Therefore, reviewing and updating the plan annually or as changes occur is the best answer.
CISA-KR 문제 584
다음 중 보안 메트릭 대시보드를 구현하여 해결할 수 있는 임원진의 우려 사항은 무엇입니까?
정답: A
The executive management concern that could be addressed by the implementation of a security metrics dashboard is the effectiveness of the security program. A security metrics dashboard is a tool that provides a visual representation of key performance indicators (KPIs) and key risk indicators (KRIs) related to the organization's information security objectives and activities. A security metrics dashboard can help executive management monitor and evaluate the performance and value delivery of the security program, identify strengths and weaknesses, assess compliance with policies and standards, and support decision making and improvement initiatives. Security incidents vs. industry benchmarks, total number of hours budgeted to security, and total number of false positives are not executive management concerns that could be addressed by the implementation of a security metrics dashboard. These are more operational or technical aspects of information security that could be measured and reported by other means, such as incident reports, budget reports, or log analysis. References: [ISACA CISA Review Manual 27th Edition], page 302
CISA-KR 문제 585
다음 중 데이터 유출 방지(DLP) 도구가 민감한 데이터의 이동을 감지하는 데 가장 효과적인 것은 무엇입니까?
정답: B
Deep packet inspection (DPI) is a core capability of data loss prevention (DLP) tools that allows the analysis of the content of data packets in transit. This helps detect the unauthorized movement of sensitive data by examining packet-level details.
* Network Traffic Logs (Option A): These provide historical data but do not actively detect data in transit.
* Data Inventory (Option C): Useful for identifying where sensitive data resides but not for monitoring its movement.
* Proprietary Encryption (Option D): Protects data but does not detect unauthorized transmission.
Reference: ISACA CISA Review Manual, Job Practice Area 4: Protection of Information Assets.
* Network Traffic Logs (Option A): These provide historical data but do not actively detect data in transit.
* Data Inventory (Option C): Useful for identifying where sensitive data resides but not for monitoring its movement.
* Proprietary Encryption (Option D): Protects data but does not detect unauthorized transmission.
Reference: ISACA CISA Review Manual, Job Practice Area 4: Protection of Information Assets.
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