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?
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.
The actual score (82%) is below the target (85%), so IT management should investigate the reasons for the shortfall and implement corrective actions to close the gap. Option B (ignoring the variance) is not acceptable because the performance is below target and not within the acceptable range. Option C (adjusting the target to 80%) is premature without first understanding the root cause. Option D (replacing the survey) is an overreaction without evidence that the measurement tool is flawed.
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 gap between actual and target should be analyzed and addressed.
- ✗
Ignore the variance as it is within acceptable range.
Why it's wrong here
The target is not met, so it should not be ignored.
- ✗
Adjust the target to 80% to match actual performance.
Why it's wrong here
Lowering the target without justification is poor practice.
- ✗
Replace the survey with a different measurement tool.
Why it's wrong here
Changing the tool does not address the performance issue.
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