Which of the following findings should be of GREATEST concern to an IS auditor reviewing the effectiveness of an organization's problem management practices?
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A. B. C. D.C.
As an IS auditor reviewing the effectiveness of an organization's problem management practices, the greatest concern should be the identification and resolution of the root cause of problems. Therefore, the correct answer is C - Root causes are not adequately identified.
Problem management is an ITIL process that focuses on identifying the root cause of incidents and finding a permanent solution to prevent them from happening again. When root causes are not adequately identified, the organization may only be addressing the symptoms of a problem rather than fixing the underlying issue. This can result in recurring incidents, wasted resources, and decreased customer satisfaction.
Answer A is a best practice, where problem records should be prioritized based on the impact of incidents, as this allows the organization to focus on the most critical problems first.
Answer B can be a concern, as closing incidents without problem resolution may lead to unresolved issues and recurring incidents, but it is not as critical as not identifying the root cause of problems.
Answer D is not necessarily a concern, as some problems may require management escalation for resolution, depending on the complexity and impact of the problem. However, frequent escalation may indicate a lack of problem-solving capability within the organization.
In summary, the greatest concern for an IS auditor reviewing the effectiveness of an organization's problem management practices is the inadequate identification of root causes.