Performance and Quality Management CISA Practice Questions (Page 2)

Questions 6–10

1. 6expert · hard

   An IT department has been using a balanced scorecard to track performance. The scorecard shows that customer satisfaction is declining, but the IT team cannot determine the cause. The team suspects that slow response times may be a factor, but other factors could also be involved. Which approach would best help the team identify the root cause of the declining customer satisfaction?

   • AImmediately implement a plan to improve response times
   • BReview the balanced scorecard metrics to see if any other metric has changed
   • CSurvey customers to ask what they think the problem is
   • DConduct a root cause analysis using techniques such as the 5 Whys or fishbone diagram
   Reveal Solution Discussion Select an answer first
2. 7foundation · easy

   What is the primary purpose of IT performance monitoring and reporting?

   • ATo replace the need for periodic audits by providing real-time data
   • BTo provide insight into whether IT is achieving its objectives and to support informed decision-making
   • CTo ensure IT services are delivered at the lowest possible cost
   • DTo automatically resolve all IT incidents before they impact users
   Reveal Solution Discussion Select an answer first
4. 8expert · hard

   An IT services company wants to achieve ISO 9001 certification to demonstrate its commitment to quality. The company currently uses an ad-hoc approach to quality management. The quality manager must implement a quality management system (QMS) that meets ISO 9001 requirements. Which initial step is most critical for a successful implementation?

   • AConduct a gap analysis to compare current practices against ISO 9001 requirements
   • BPurchase a quality management software tool
   • CImmediately begin documenting all processes and procedures
   • DTrain all employees on ISO 9001 requirements
   Reveal Solution Discussion Select an answer first
5. 9foundation · easy

   Which activity is an example of quality assurance in an IT project?

   • AFixing a bug reported by a user
   • BReviewing the final invoice from a vendor
   • CConducting a process audit to verify that development procedures are being followed
   • DRunning unit tests on a new module
   Reveal Solution Discussion Select an answer first
6. 10expert · hard

   A software company is facing increasing customer complaints about defects in its products. The quality manager wants to reduce the number of defects reaching customers. The development team argues that adding more testing will delay releases. The quality manager needs a strategy that improves quality without significantly impacting release timelines. Which approach is most likely to achieve this?

   • AInvest in automated testing and shift-left testing practices to catch defects earlier in the development cycle
   • BIncrease the amount of manual testing at the end of the development cycle
   • CReduce the scope of testing to focus only on critical features
   • DDelay the release until all testing is complete and no defects are found
   Reveal Solution Discussion Select an answer first