CISA · Question #54
Which of the following provides the BEST evidence that outsourced provider services are being properly managed?
The correct answer is D. Adequate action is taken for noncompliance with the service level agreement (SLA). The best evidence of proper management of outsourced services is demonstrated by taking adequate action when the provider fails to meet agreed-upon service levels.
Question
Which of the following provides the BEST evidence that outsourced provider services are being properly managed?
Options
- AThe service level agreement (SLA) includes penalties for non-performance.
- BThe vendor provides historical data to demonstrate its performance.
- CInternal performance standards align with corporate strategy
- DAdequate action is taken for noncompliance with the service level agreement (SLA).
How the community answered
(32 responses)- A9% (3)
- B16% (5)
- C3% (1)
- D72% (23)
Why each option
The best evidence of proper management of outsourced services is demonstrated by taking adequate action when the provider fails to meet agreed-upon service levels.
An SLA with penalties is a good contractual element, but its mere existence doesn't prove that management is actively overseeing or enforcing it.
While historical performance data from the vendor is useful, it's merely a report; effective management requires taking action based on that data, especially for non-performance.
Aligning internal performance standards with corporate strategy is important for the organization itself, but it doesn't directly demonstrate the management of an *outsourced provider's* performance.
Taking adequate action for noncompliance with the SLA provides the best evidence of proper management because it demonstrates active oversight, enforcement of contractual terms, and a commitment to maintaining service quality. This proactive approach ensures that the outsourced provider remains accountable and that service expectations are consistently met.
Concept tested: Outsourced service management effectiveness
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