Online CGEIT Questions Video

Negotiating service level agreements (SLAs) is the best way for an organization to minimize the difference between expected and delivered services when acquiring resources, because SLAs define the scope, quality, availability, performance, and security of the services that the provider will deliver to the customer. SLAs also specify the roles and responsibilities, escalation procedures, and penalties for non-compliance of both parties. By negotiating SLAs, the organization can ensure that its expectations and requirements are clearly communicated and agreed upon by the provider, and that there are mechanisms to measure and monitor the service delivery and outcomes. Negotiating SLAs also helps to prevent or resolve any disputes or issues that may arise from the service provision, and to ensure that the organization receives the value and benefits that it expects from the provider. One of the sources that supports this answer is Service-level Agreement: 3 Types And Templates - Contract Lawyers, which states that “A service-level agreement is important because it: Protects both parties: The SLA sets standards for the service, ensuring both the service provider and end user are on the same page with expectations.”

 Change control procedures are a set of steps that ensure that any changes to a system, product, project, or document are authorized, documented, and tracked. Change control procedures help to maintain the quality, integrity, and security of the system or product, as well as to comply with relevant standards and regulations. By enforcing change control procedures, the enterprise can prevent unauthorized or undocumented updates that could compromise the functionality, performance, or reliability of the applications. References :=

• What is a change control procedure? With benefits and steps
• What is a change control process? Steps and template
• Change Control | Risk Management & Audit Services - Harvard University

Establishing a uniform definition for likelihood and impact best enables an enterprise to reduce variance in the assessment of risk. This means that the enterprise can have a consistent and comparable way of measuring and evaluating the probability and consequence of potential events that may affect its objectives, operations, and performance. A uniform definition of likelihood and impact can help to avoid confusion, ambiguity, or bias in the risk assessment process, as well as to improve the quality and reliability of the risk data and analysis.

Some references for establishing a uniform definition for likelihood and impact are:

• Risk Assessment: Likelihood & Impact, which provides a guide on how to conduct a risk assessment using a clear formula that involves likelihood and impact1.
• Risk = Likelihood x Impact, which explains how to calculate the total amount of risk exposure using likelihood and impact2.
• How Analysis, Likelihood, and Impact Models Work Together, which describes how to use different models to express the chance, consequence, and score of a risk3.

Outcome measures are indicators that measure the results or impacts of a strategy, program, or project on the intended beneficiaries or stakeholders1. The primary objective of building outcome measures is to monitor whether the chosen strategy is successful in achieving its goals and objectives, and to evaluate its effectiveness and efficiency2. Outcome measures can also help to communicate the value and benefits of the strategy to the relevant audiences, and to identify areas for improvement or adjustment3. Outcome measures are different from output measures, which measure the activities or products that are delivered by the strategy, but not necessarily their effects or outcomes4. References :=

• Outcome Measures - an overview | ScienceDirect Topics
• Outcome Measurement | The Australian Institute of Family Studies
• Outcome Measurement: A Guide for Nonprofit Organizations | Imagine Canada
• Doing Quantitative Research with Outcome Measures