Question

During a review of an outsourced help-desk contract, an IS auditor notes that the SLA states the provider must resolve 95% of incidents 'in a timely manner.' Monthly reports consistently show the provider claiming full compliance, yet business units complain of slow resolution. What is the auditor's MOST significant concern with this SLA?

Accepted Answer

The service level target is defined using a subjective term rather than a measurable, quantifiable metric

Answer

The SLA does not include liquidated damages for non-performance

Answer

The provider is preparing the performance reports itself

Answer

The 95% target is too low for a critical help-desk function