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Exam CISA topic 1 question 1729 discussion

Actual exam question from Isaca's CISA
Question #: 1729
Topic #: 1
[All CISA Questions]

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?

  • 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.
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Suggested Answer: C 🗳️
by 46080f2 at March 31, 2025, 10:31 a.m.

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46080f2
3 days, 22 hours ago
Selected Answer: C
According to the CISA Official Review Manual, Chapter 4 emphasizes that problem management and incident handling require well-documented procedures and adequate training for personnel to ensure issues are logged, analyzed, resolved, escalated appropriately, and prevented from recurring. Additionally, operator responses and actions should be reviewed to determine whether additional training is required
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