ISACA Certified Information Systems Auditor (CISA) ExamDomain 4: Information Systems Operations and Business ResilienceMedium
An IS auditor is reviewing an organization's incident management process. The auditor notes that while incidents are promptly identified and resolved, there is a lack of structured analysis to prevent recurrence. This indicates a weakness primarily in which of the following areas?
- AService level agreement (SLA) adherence.
- BProblem management integration.
- CMonitoring and alerting systems.
- DIncident logging and classification.
Show answer & explanationAnswer & explanation
Correct answer: B. Problem management integration.
The scenario describes effective incident resolution but a failure to prevent recurrence, which is the core function of problem management. Effective incident management should feed into problem management to identify and address underlying causes.
Why the other options are wrong
- A. SLA adherence relates to meeting response/resolution times, which is implied as effective, but not about preventing recurrence.
- C. Prompt identification suggests monitoring and alerting are functional, but they don't inherently include root cause analysis for prevention.
- D. The prompt states incidents are 'promptly identified', suggesting logging and classification are adequate.
Problem Management
The process responsible for managing the lifecycle of all problems, aiming to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented.
- Distinguished from incident management (which focuses on restoring service).
- Involves root cause analysis.
- Key to continuous service improvement.
Memory trick: Incidents are fires, problems are the arsonist; put out the fire, then catch the arsonist.