ISACA Certified Information Systems Auditor (CISA) ExamDomain 4: Information Systems Operations and Business ResilienceMedium
A large e-commerce company experiences a significant database corruption due to a software bug, leading to an outage. The incident response team quickly restores service from the latest backup, but the underlying software bug is not identified or addressed. An IS auditor observing this scenario should conclude that the organization's problem management process is MOST likely deficient in which area?
- AProblem resolution and closure.
- BIncident logging and categorization.
- CProactive problem prevention.
- DProblem identification and diagnosis.
Show answer & explanationAnswer & explanation
Correct answer: D. Problem identification and diagnosis.
Incident management focuses on restoring service quickly. Problem management, however, aims to identify the root cause of incidents to prevent recurrence. In this scenario, service was restored (incident managed), but the underlying bug (the 'problem') was not identified or addressed, indicating a deficiency in the problem identification and diagnosis phase.
Why the other options are wrong
- A. Resolution and closure cannot happen if the problem itself hasn't been identified and diagnosed.
- B. The incident was quickly restored, implying it was likely logged and categorized effectively.
- C. Proactive problem prevention comes after problems are identified and analyzed, so the deficiency is prior to this stage.
Problem Identification (Problem Management)
Problem identification in IT Problem Management is the process of detecting and understanding the underlying causes (problems) of one or more incidents, which aims to prevent future recurrences.
- Distinguished from incident management (service restoration).
- Focuses on root cause analysis.
- Often triggered by recurring incidents.
Memory trick: Problem Management: Find the 'P'roblem, 'P'revent Recurrence