The correct action is to investigate the reasons for the shortfall and implement corrective actions. This is because a performance score below target, such as an actual 82% against an 85% threshold, signals a deviation from the established control objective, and IT management’s primary responsibility is to identify the root cause of the variance and remediate it to restore alignment with the target. On the CISA exam, this scenario tests your understanding of the corrective action phase in the performance measurement process, often appearing in questions about key performance indicators (KPIs) or service level agreements (SLAs). A common trap is choosing to lower the target or ignore the variance, but the correct approach is always to analyze and fix the underlying issue before considering any target adjustments. Memory tip: think “Investigate before you mitigate” — never skip the diagnostic step when a score falls short.
CISA Governance and Management of IT Practice Question
This CISA practice question tests your understanding of governance and management of it. Compare every option against the stated constraints before choosing — the best answer satisfies all requirements, not just the most obvious one. 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.
Exhibit
Refer to the exhibit.
The following is an excerpt from an IT balanced scorecard:
Perspective: Customer
Objective: Improve user satisfaction
KPI: User satisfaction survey score
Target: >85%
Actual: 82%
Based on the exhibit, what is the MOST appropriate action for IT management?
Refer to the exhibit.
The following is an excerpt from an IT balanced scorecard:
Perspective: Customer
Objective: Improve user satisfaction
KPI: User satisfaction survey score
Target: >85%
Actual: 82%
A
Investigate the reasons for the shortfall and implement corrective actions.
A gap between actual and target should be analyzed and addressed.
B
Ignore the variance as it is within acceptable range.
Why wrong: The target is not met, so it should not be ignored.
C
Adjust the target to 80% to match actual performance.
Why wrong: Lowering the target without justification is poor practice.
D
Replace the survey with a different measurement tool.
Why wrong: Changing the tool does not address the performance issue.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Investigate the reasons for the shortfall and implement corrective actions.
Option A is correct because the actual score (82%) is below the target (85%), so IT management should investigate and take corrective action. Option B (lowering the target) is not appropriate without analysis. Option C (replacing the survey) is premature. Option D (ignoring the variance) is not acceptable because it is below target.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✓
Investigate the reasons for the shortfall and implement corrective actions.
Why this is correct
A gap between actual and target should be analyzed and addressed.
Related concept
Read the scenario before looking for a memorised answer.
✗
Ignore the variance as it is within acceptable range.
Why it's wrong here
The target is not met, so it should not be ignored.
✗
Adjust the target to 80% to match actual performance.
Why it's wrong here
Lowering the target without justification is poor practice.
✗
Replace the survey with a different measurement tool.
Why it's wrong here
Changing the tool does not address the performance issue.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
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
Got this wrong? Here's your next step.
Identify which CISA exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Governance and Management of IT — This question tests Governance and Management of IT — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Investigate the reasons for the shortfall and implement corrective actions. — Option A is correct because the actual score (82%) is below the target (85%), so IT management should investigate and take corrective action. Option B (lowering the target) is not appropriate without analysis. Option C (replacing the survey) is premature. Option D (ignoring the variance) is not acceptable because it is below target.
What should I do if I get this CISA question wrong?
Identify which CISA exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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