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CISA® Certified Information Systems Auditor®: Study Guide, Third Edition by David Cannon

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Exam Essentials

Know how to evaluate service-level management practices from internal and external providers. Service-level management is based on an understanding between the provider and the user as to system availability, service definition, personnel qualifications, security requirements, and data integrity requirements. Service-level agreements (SLAs) need to include performance reporting, right to audit, SLA change procedures, and the cost of service.

Understand the principles of IT operations management to ensure that the service meets the business requirements. IT operations management can be aligned to business requirements by using the traditional processes of mission, strategy, and metrics supported by policies, standards, and procedures. ...

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