Exam CISA topic 1 question 1035 discussion

An excessive backlog of user requests is often a strong indication that there may be potential problems within an organization's IT service desk function. A backlog suggests that the service desk may be struggling to keep up with the volume of user requests, leading to delays in issue resolution and a potential decrease in customer satisfaction. Monitoring and managing the backlog is crucial for ensuring that the IT service desk is operating efficiently and meeting user needs in a timely manner.