Quick Answer
The answer is the requirements phase, also known as the planning phase, of the SDLC. This is the correct choice because the entire purpose of this initial phase is to formally document business requirements, capturing both functional and non-functional needs that the system must satisfy, such as those for a new CRM system. On the Certified Information Systems Auditor CISA exam, this question tests your understanding that the SDLC requirements phase documentation serves as the contractual and technical foundation for all subsequent design, development, and testing activities; a common trap is confusing this with the design or analysis phase, where requirements are refined but not first formally captured. A reliable memory tip is to remember that “requirements” and “requirements phase” share the same root word, making it the only phase where formal documentation of what the business needs is the primary deliverable.
This CISA practice question tests your understanding of information systems acquisition, development and implementation. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A company is in the process of acquiring a new customer relationship management (CRM) system. During which phase of the systems development life cycle (SDLC) should the business requirements be formally documented?
Implementation phase
Why wrong: Implementation is about deploying the system.
Requirements phase (Planning)
This phase involves gathering and documenting business requirements.
Design phase
Why wrong: The design phase focuses on technical specifications, not requirements.
Maintenance phase
Why wrong: Maintenance occurs after the system is operational.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Requirements phase (Planning)
The business requirements for a new CRM system must be formally documented during the Requirements phase (Planning) of the SDLC. This phase establishes the functional and non-functional needs that the system must satisfy, serving as the foundation for all subsequent design, development, and testing activities. Without a formal requirements document, the project risks scope creep, misalignment with business objectives, and costly rework during later phases.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Implementation phase
Why it's wrong here
Implementation is about deploying the system.
Requirements phase (Planning)
Why this is correct
This phase involves gathering and documenting business requirements.
Related concept
Read the scenario before looking for a memorised answer.
Design phase
Why it's wrong here
The design phase focuses on technical specifications, not requirements.
Maintenance phase
Why it's wrong here
Maintenance occurs after the system is operational.
Common exam traps
The trap here is that candidates often confuse the Requirements phase with the Design phase, mistakenly thinking that requirements are documented during design, but in reality, design assumes requirements are already formally approved and focuses on how to implement them, not what to implement.
Detailed technical explanation
In the SDLC, the Requirements phase (often part of the Planning stage) produces a Business Requirements Document (BRD) that is signed off by stakeholders and serves as a baseline for traceability. For a CRM system, this includes specific user stories for lead management, contact lifecycle states, and integration points with ERP or marketing automation tools. A common subtlety is that requirements must be validated against regulatory constraints (e.g., GDPR for customer data) before proceeding to design, as failing to do so can lead to compliance violations that are expensive to remediate.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A practitioner preparing for the CISA exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
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FAQ
Information Systems Acquisition, Development and Implementation — This question tests Information Systems Acquisition, Development and Implementation — Read the scenario before looking for a memorised answer..
The correct answer is: Requirements phase (Planning) — The business requirements for a new CRM system must be formally documented during the Requirements phase (Planning) of the SDLC. This phase establishes the functional and non-functional needs that the system must satisfy, serving as the foundation for all subsequent design, development, and testing activities. Without a formal requirements document, the project risks scope creep, misalignment with business objectives, and costly rework during later phases.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 25, 2026
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