CISA Governance and Management of IT Practice Question
An IT department uses a balanced scorecard (BSC) to measure performance. The financial perspective shows that IT costs are within budget, but customer satisfaction scores are declining. The learning and growth perspective indicates low employee engagement. Which action should the IT governance committee prioritize?
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
✓
Invest in training and development programs for IT staff.
Investing in training and development programs improves employee engagement (learning & growth perspective), which likely leads to better service and increased customer satisfaction. Option A is wrong because reducing costs further may harm service quality and not address the root cause of low engagement. Option C is wrong because simply hiring more staff does not necessarily improve engagement or customer satisfaction without proper training. Option D is wrong because outsourcing may provide short-term relief but does not address the underlying employee engagement issue and could lead to loss of control.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Reduce IT costs further to reallocate savings to customer service.
Why it's wrong here
Cost cutting may further reduce morale and service quality.
- ✓
Invest in training and development programs for IT staff.
Why this is correct
Training improves skills and engagement, leading to better customer satisfaction.
- ✗
Increase the IT budget to hire more staff.
Why it's wrong here
Adding staff may not address engagement and customer satisfaction root causes.
- ✗
Outsource customer-facing IT support to a third party.
Why it's wrong here
Outsourcing may temporarily improve satisfaction but ignores internal engagement issues.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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.