ITPEC FE Subject A October 2025 Question 47
ITPEC FE Subject A October 2025 — Question 47 of 60
When outsourcing IT maintenance and operations, the key risk is service quality degradation. The correct countermeasure is:
- •Agree on a desired quality level with the subcontractor (SLA)
- •Use measurable indexes (KPIs) to monitor service quality
- •Promote improvement activities based on those metrics
This is the standard SLA + KPI monitoring approach for outsourcing governance.
Why not others:
- (a) Detailing fee structure in the contract — addresses cost validation, not quality control
- (b) Requesting HR development plan during subcontractor selection — addresses staffing concerns, not ongoing service quality
- (c) Securing internal staff to evaluate cost appropriateness — addresses cost evaluation, not quality monitoring
Key rule: Quality control in outsourcing = agree on targets (SLA) + measure with indexes (KPI) + drive improvements.
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