Question

An IS auditor reviewing an enterprise's IT performance monitoring program notes that management measures internal metrics such as help desk ticket resolution time and server uptime, and reports steady year-over-year improvement. However, business units continue to complain that IT service quality lags behind competitors. Which action would BEST enable management to determine whether IT performance is genuinely competitive?

Accepted Answer

Benchmark the internal IT performance metrics against comparable industry peers and recognized standards

Answer

Increase the frequency of internal performance reporting from quarterly to monthly

Answer

Add more internal KPIs to the existing performance dashboard

Answer

Set more aggressive year-over-year improvement targets for the existing metrics