Certified in the Governance of Enterprise IT (CGEIT) — Question 169

An enterprise's service center is experiencing long delays in fulfilling IT service requests and very low customer satisfaction. The BEST way to determine if staff competency is the root cause of these performance problems is to compare required staff competencies with:

Answer options

• A. hiring and staffing practices
• B. training program completions
• C. certification requirements
• D. current skills inventory

Correct answer: D

Explanation

Comparing required staff competencies with the current skills inventory (D) will provide insight into any gaps in skills that may be causing delays. The other options, while relevant to overall staff effectiveness, do not directly assess the existing skills against what is needed for optimal performance.