Certified Information Systems Auditor (CISA) — Question 237

Which of the following is the BEST indication that an IT service desk function needs to improve its incident management processes?

Answer options

• A. Information found in many incident records is incomplete
• B. The service desk spends most of its time on recurring incidents
• C. Back-end releases are the major cause of system disruptions
• D. Service level metrics for resolution time have not been met several times

Correct answer: B

Explanation

The best indication that incident management processes need improvement is when the service desk is predominantly occupied with recurring incidents, as this suggests underlying issues are not being resolved. Incomplete information in records (A) may hinder response but isn't the primary indicator. Back-end releases causing disruptions (C) point to deployment issues, and unmet service level metrics (D) indicate performance problems, but they don't directly highlight inefficiencies in incident resolution like recurring incidents do.