- A
Incident resolution times
Why wrong: Incident resolution is not a problem management output.
- B
Change requests
Why wrong: Change requests may result from problem management but are not key outputs.
- C
Known error database
The known error database contains workarounds and known errors.
- D
Service level reports
Why wrong: Service level reports are from service desk or SLA monitoring.
- E
Root cause analysis
Root cause analysis is a key activity and output.
Question 183 of 1,000
CISA Practice Question: Information Systems Operations and Business Resilience
This CISA practice question tests your understanding of information systems operations and business resilience. 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.
An IS auditor is reviewing problem management processes. Which TWO of the following are key outputs of effective problem management? (Select two.)
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Known error database
A known error database (KEDB) is a key output of effective problem management because it records known errors and their workarounds, enabling faster incident resolution and preventing recurrence. The KEDB is populated from root cause analysis findings and is used to link incidents to known problems, supporting ITIL-based problem management processes.
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.
- ✗
Incident resolution times
Why it's wrong here
Incident resolution is not a problem management output.
- ✗
Change requests
Why it's wrong here
Change requests may result from problem management but are not key outputs.
- ✓
Known error database
Why this is correct
The known error database contains workarounds and known errors.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
Service level reports
Why it's wrong here
Service level reports are from service desk or SLA monitoring.
- ✓
Root cause analysis
Why this is correct
Root cause analysis is a key activity and output.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates confuse the outputs of problem management with those of incident management (resolution times) or change management (change requests), failing to recognize that problem management's primary artifacts are the root cause analysis and the known error database.
Trap categories for this question
Command / output trap
Incident resolution is not a problem management output.
Detailed technical explanation
How to think about this question
Under the ITIL framework, problem management includes both reactive and proactive activities, with root cause analysis (RCA) documenting the underlying cause of incidents and the KEDB storing known errors with associated workarounds. In practice, the KEDB is often integrated with the IT service management (ITSM) tool, allowing incident handlers to query it via CI or symptom matching, reducing mean time to repair (MTTR). A real-world scenario is when a recurring network outage is traced to a firmware bug; the RCA documents the bug, and the KEDB stores the workaround (e.g., reboot sequence) until a permanent fix is deployed via change management.
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.
TExam Day Tips
- 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 exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
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Information Systems Operations and Business Resilience — study guide chapter
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FAQ
Questions learners often ask
What does this CISA question test?
Information Systems Operations and Business Resilience — This question tests Information Systems Operations and Business Resilience — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Known error database — A known error database (KEDB) is a key output of effective problem management because it records known errors and their workarounds, enabling faster incident resolution and preventing recurrence. The KEDB is populated from root cause analysis findings and is used to link incidents to known problems, supporting ITIL-based problem management processes.
What should I do if I get this CISA question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
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Last reviewed: Jul 4, 2026
This CISA practice question is part of Courseiva's free ISACA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CISA exam.
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