CISA Practice Question: Information Systems Operations and Business Resilience
An IT auditor is reviewing the problem management process. The IT team maintains a repository of known errors with documented workarounds. Which component of problem management is this?
⚠ Common exam trap
CISA often tests the confusion between the problem record (single problem lifecycle) and the known error database (aggregated repository of known errors and workarounds).
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
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Known error database
A known error database (KED) is the ITIL problem management repository that stores known errors and their documented workarounds. When the IT team maintains a repository of known errors with workarounds, that is by definition the KED.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Service request
Why it's wrong here
A service request is a user-initiated request for standard, pre-approved fulfilment, unrelated to recording known errors and workarounds. It is tempting because both are handled through the service desk, and would be correct if the scenario described a routine request such as access provisioning.
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Root cause analysis
Why it's wrong here
Root cause analysis produces the underlying cause of a problem; the repository of known errors with workarounds is the output retained after that analysis, not the analysis itself. It is tempting because root cause analysis is the headline problem management activity, and would be correct if the question described diagnosing why incidents recur.
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Known error database
Why this is correct
The known error database records previously diagnosed problems and their documented workarounds, letting service desk staff resolve recurring incidents quickly without re-diagnosing root cause. It is a core problem management artefact, distinct from the incident record itself.
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Problem record
Why it's wrong here
A problem record documents a single problem's investigation and lifecycle; the known error repository is the separate store holding confirmed root causes and workarounds for reuse. It is tempting because problem records feed that repository, and would be correct if the question asked where an individual problem's investigation history is logged.
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Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official ISACA exam blueprint
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