Exam CISA topic 1 question 970 discussion

Metrics are the best indicators.

A: indicates issues with documentation and record-keeping but does not directly reflect the effectiveness of the incident management process. B: Problem management issue C: points to problems in the release management process rather than the incident management process. D is the right answer

When the service desk consistently spends a significant portion of its time addressing recurring incidents, it indicates that there may be underlying issues with incident management processes. Recurring incidents suggest that the root causes of problems are not being adequately addressed or resolved, leading to repetitive incidents that consume resources and impact service delivery.

B&D mean the problem-solvings are not in place, which is not the main function of service-desks. Thus the answer should be A.

A is the correct answer. If there is incomplete documentation shows that the procedure or processes in place do not align or unknow

The best indication that an IT service desk function needs to improve its incident management processes is B. The service desk spends most of its time on recurring incidents. This suggests that the service desk is not addressing the root causes of the incidents, but only applying quick fixes that do not prevent them from happening again.

Incomplete information in incident records can hinder the incident resolution process, leading to delays and inefficiencies. Complete and accurate incident records are crucial for effective incident management, as they provide the necessary details for diagnosing and resolving issues promptly. This is particularly important for communication between the service desk and other IT support teams. Addressing the issue of incomplete information is fundamental to improving the overall efficiency and effectiveness of incident management processes.

D. Service level metrics for resolution time have not been met several times This option suggests that the service desk is consistently failing to meet its service level agreements (SLAs) for incident resolution time. Failing to meet SLAs indicates a systemic issue with incident management processes, which could involve a variety of factors such as inefficient workflows, inadequate resources, or ineffective prioritization. It also directly impacts the quality of service provided to users, making it a key indicator for improvement. While the other options (A, B, and C) may also point to potential issues within the incident management process, they are not as directly tied to the overall effectiveness and impact on service quality as failing to meet SLAs for resolution time.

B. The service desk spends most of its time on recurring incidents