Question

An IS auditor reviewing an organization's IT service management processes notes that the service desk repeatedly logs and resolves the same network slowdown incidents by restarting a router, but the underlying cause is never identified or permanently addressed. Which of the following recommendations should the auditor MAKE to best improve this situation?

Accepted Answer

Establish a problem management process to investigate root cause and record known errors and permanent fixes

Answer

Increase service desk staffing to reduce the time taken to restart the router during each incident

Answer

Implement a formal change management process to authorize each router restart

Answer

Expand the capacity management program to add more network bandwidth