Governance of Enterprise IT (CGEIT) Certification Practice Exam

Which method is BEST for ensuring that IT services are delivered with the appropriate service level?

1. Monitoring of key performance indicators (KPIs)

2. Use of service level agreements (SLAs) with continuous monitoring

3. Monthly management budget reports

4. Performance monitoring and management tools

The correct answer is: Use of service level agreements (SLAs) with continuous monitoring

Using service level agreements (SLAs) with continuous monitoring is the most effective method for ensuring that IT services are delivered at the appropriate service levels. SLAs establish clear expectations and formal commitments between the service provider and the client regarding service quality, availability, and responsibilities. They serve as a benchmark against which service performance can be measured, ensuring that both parties understand what is expected. Continuous monitoring is crucial because it allows for real-time assessment of service delivery against the agreed-upon SLA metrics. This ongoing oversight helps to identify any performance issues as they arise, enabling timely interventions to rectify problems before they escalate into significant service disruptions. The iterative nature of this process supports a culture of continuous improvement, allowing organizations to adjust their services to better align with business needs. While monitoring key performance indicators (KPIs), monthly management budget reports, and performance monitoring tools are important aspects of overall IT governance and management, they do not inherently enforce service levels or provide the contractual framework for service expectations in the same way that SLAs do. SLAs specifically address the service commitments, making them a foundational component for guaranteeing that services meet the agreed-upon standards consistently.