Certified Information Systems Auditor (CISA) — Question 744

Which of the following is the BEST indication that there are potential problems within an organization's IT service desk function?

Answer options

• A. Lack of key performance indicators (KPIs)
• B. An excessive backlog of user requests
• C. Undocumented operating procedures
• D. Lack of segregation of duties

Correct answer: B

Explanation

An excessive backlog of user requests (B) clearly indicates that the service desk is overwhelmed and unable to meet user needs, suggesting potential operational issues. While the other options may point to problems, they do not directly reflect the service desk's immediate ability to manage and respond to user inquiries effectively.