CISA Practice Question: Information Systems Operations and Business Resilience
An organization is implementing a new incident management process based on ITIL. An incident classified as P1 (Priority 1) occurs. According to ITIL best practices, what is the most appropriate initial action?
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
✓
Immediately assign the incident to the appropriate support team for resolution.
P1 incidents are critical and require immediate response to restore service. The service desk should assign the incident to the appropriate support team without delay.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Escalate the incident to problem management for root cause analysis.
Why it's wrong here
Problem management is for root cause analysis after the incident is resolved, not the initial action.
- ✓
Immediately assign the incident to the appropriate support team for resolution.
Why this is correct
Correct for a P1 incident requiring immediate action.
- ✗
Update the known error database with a workaround.
Why it's wrong here
Known error database is updated after problem management identifies a root cause.
- ✗
Log the incident and inform the user that it will be handled within the next business day.
Why it's wrong here
This is inappropriate for a P1 incident; delays are not acceptable.
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JA
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.