Question

An IS auditor reviewing IT operations notices that a critical order-entry application has failed and been restored by the service desk six times over the past three months. Each time, technicians restart the application server and close the ticket as resolved within the SLA. The underlying cause of the failures has never been determined. Which process is MOST deficient and should be strengthened?

Accepted Answer

Problem management, because the root cause of the recurring failures is not being investigated and eliminated

Answer

Incident management, because the tickets are not being closed quickly enough

Answer

Change management, because the server restarts are not being formally approved

Answer

Capacity management, because the server clearly lacks sufficient resources