CISA Governance and Management of IT Practice Question
Exhibit
Refer to the exhibit. The following is an excerpt from an IT balanced scorecard: Perspective: Customer Objective: Improve user satisfaction KPI: User satisfaction survey score Target: >85% Actual: 82%
Based on the exhibit, what is the MOST appropriate action for IT management?
⚠ Common exam trap
CISA often tests whether candidates choose the 'investigate and correct' answer over 'adjust the target' — the latter sounds pragmatic but is a classic governance anti-pattern that auditors flag as metric manipulation.
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
✓
Investigate the reasons for the shortfall and implement corrective actions.
When a performance metric shows a significant shortfall against its target, IT management's most appropriate action is to investigate the root cause and implement corrective actions. This aligns with continuous improvement and governance principles rather than adjusting targets or ignoring the gap.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Investigate the reasons for the shortfall and implement corrective actions.
Why this is correct
A shortfall against the exhibit's planned targets signals a control or performance gap, so management must first establish root cause before committing resources. Investigating the reasons and implementing corrective actions satisfies the stem's demand for the most appropriate management response, closing the gap rather than merely reporting it.
- ✗
Ignore the variance as it is within acceptable range.
Why it's wrong here
A 20% shortfall against target is a material deviation requiring investigation, not dismissal. It is tempting because tolerances exist in some metrics, so any variance can be waved through. Ignoring variance would be correct only where the deviation falls inside a formally defined acceptable threshold.
- ✗
Adjust the target to 80% to match actual performance.
Why it's wrong here
Lowering the target to 80% merely conceals the shortfall instead of addressing the cause of the 20% gap. It is tempting because aligning the metric with observed output removes the variance from reports. Adjusting targets would be right only when the original target was demonstrably unrealistic, not when performance is deficient.
- ✗
Replace the survey with a different measurement tool.
Why it's wrong here
Swapping the measurement tool discards valid data without diagnosing why performance fell short of target. It is tempting because a different tool may produce figures that look acceptable. Replacing the tool would be correct only if the current instrument were proven inaccurate or unfit for purpose.
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JA
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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