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The CISA® Prep Guide: Mastering the Certified Information Systems Auditor Exam by John Kramer

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3.5. Evaluating System Performance

A system's performance evaluation is a review of how well the processes perform against industry benchmarks or in comparison to similar processes and against the management's expectations. Performance can mean different things to different people, so your first step will be to understand what particular aspects of performance are included in your scope and objectives. Usually, this comes down to understanding the Service Level Agreement (SLA) and whether the deadlines and commitments are being met. You also may need to understand the process in a broader sense to ensure that the metrics used for managing the business adequately represent the processing's performance and that the risks are managed appropriately. If this is the objective, you will need to inventory all of the potential control and measurement points available to the IS process management and assess the best combination of performance indicators to gather data from in order to form your opinion. These control points will break down into several broad categories such as people, hardware, software, processes, and deliverables. In all cases, when performance fails, an investigation and follow-up to determine an appropriate corrective action should be evidenced and reviewed as part of your evaluation.

3.5.1. Monitoring Techniques, Processes, and Tools

For people performance management, you will be assessing staffing, training, and performance in terms of units of output per time unit ...

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