CISA Practice Question: Information Systems Operations and Business Resilience
An IS auditor is reviewing problem management processes. Which TWO of the following are key outputs of effective problem management? (Select two.)
⚠ Common exam trap
Many exam-takers 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.
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.
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.
- ✗
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.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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