CISA Governance and Management of IT Practice Question
Which THREE of the following are commonly recognized benefits of implementing a formal IT service management (ITSM) framework such as ITIL?
⚠ Common exam trap
Test-takers frequently confuse the risk-reduction benefits of ITSM (like improved availability) with an absolute guarantee, or assume that a framework replaces independent verification, when in reality ITSM improves processes but does not eliminate the need for external audits or guarantee perfect uptime.
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
✓
Better alignment between IT services and business needs
A formal ITSM framework like ITIL explicitly focuses on aligning IT service delivery with business objectives through defined processes like service strategy and service design. This alignment ensures that IT investments and operations directly support business outcomes, such as improving customer satisfaction or enabling new revenue streams, rather than operating in a silo.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Better alignment between IT services and business needs
Why this is correct
ITSM incorporates business requirements into service design and delivery.
- ✗
Guaranteed zero downtime for critical services
Why it's wrong here
No ITSM framework can guarantee zero downtime; they aim to minimize it.
- ✗
Elimination of the need for external IT audits
Why it's wrong here
IT audits are independent and required for assurance; ITSM does not replace them.
- ✓
Improved service quality and availability
Why this is correct
ITSM frameworks standardize processes, leading to more reliable and consistent services.
- ✓
Increased efficiency and cost savings through standardized processes
Why this is correct
Standardization reduces waste and improves productivity, leading to cost savings.
Go deeper
Related to this question
About these practice questions
One of 995 original CISA practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
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.