While reviewing similar issues in an organization's help desk system, an IS auditor finds that they were analyzed independently and resolved differently.
This situation MOST likely indicates a deficiency in:
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A. B. C. D.D.
The situation described in the question suggests that similar issues in the organization's help desk system were analyzed and resolved differently. This indicates a potential deficiency in problem management.
Problem management is a critical process in IT service management (ITSM) that is focused on identifying, analyzing, and resolving the root causes of incidents to prevent them from recurring. It involves tracking and managing problems through their entire lifecycle, from identification to resolution and closure.
In this scenario, if similar issues are being analyzed independently and resolved differently, it suggests that the organization may not have an effective problem management process in place. Without a standardized process for problem management, it is difficult to ensure that issues are being analyzed consistently and resolved in the most effective manner.
A deficiency in IT service level management (option A) would typically relate to the organization's ability to meet agreed-upon service levels. Change management (option B) would relate to the management of changes to the IT environment, which could impact the stability or reliability of IT services. Configuration management (option C) would relate to the management of configuration items and their relationships to support the provision of IT services.
Therefore, based on the scenario described in the question, the most likely deficiency is in problem management (option D).