Certified Information Systems Auditor (CISA) — Question 1215

An IS auditor observes that an organization's IT service desk is closing tickets before problems are fully resolved, causing them to be reopened and impacting service levels. Which of the following is the BEST recommendation to address this situation?

Answer options

• A. Ensure updates to tickets are traceable to service desk staff.
• B. Review the accuracy of date and time stamps on tickets.
• C. Develop training on service desk ticket management.
• D. Extend the mean time to resolve problem tickets.

Correct answer: C

Explanation

The correct answer is C because providing training on ticket management will ensure that service desk staff are equipped with the necessary skills to accurately assess and resolve issues before closing tickets. Options A and B focus on tracking and timestamps, which do not directly address the root cause of the problem. Option D would likely worsen the situation by allowing more time for unresolved issues to remain open.