Best Practices for Incident Resolution Documentation
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Question
During a review of an organization's IT incident management practices, the IS auditor finds the quality of incident resolution documentation is poor.
Which of the following is the BEST recommendation to help address this issue?
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B. C. D.C.
The IT incident management process is critical to ensure that incidents are resolved efficiently and effectively, and that there is documentation to support the resolution process. The IS auditor's findings indicate that the quality of incident resolution documentation is poor. This means that there is a risk that incidents may not be resolved satisfactorily, or that the organization may not be able to demonstrate that they have been resolved.
To address this issue, the IS auditor should recommend the following:
C. Revise incident resolution procedures and provide training for service desk staff on the applicable updates.
This recommendation is the best because it addresses the root cause of the problem. By revising incident resolution procedures, the organization can define what documentation is required, what format it should take, and what information needs to be included. This can help to ensure that documentation is consistent, complete, and of a high quality.
Providing training for service desk staff on the updates will also help to ensure that they understand the new requirements and are able to produce documentation that meets the new standards.
A. and B. are not the best recommendations because they only address the symptoms of the problem rather than the root cause. By requiring service desk staff to choose pre-selected answers in the service management tool (A), or to only open incident tickets when they have sufficient information (B), the organization may be able to improve the quality of documentation in the short term, but they will not address the underlying issues that are causing the poor quality of documentation.
D. is also not the best recommendation because it only addresses the quality of documentation after the fact. By requiring peer review of resolution documentation followed by service desk management sign off, the organization can improve the quality of documentation, but they will not address the underlying issues that are causing the poor quality of documentation in the first place.