Isaca Updated CISA Exam Questions and Answers by philippa

An IT service desk is a function that provides technical support and assistance to the users of an organization’s IT systems and services. An IT service desk typically handles issues such as software installation, hardware troubleshooting, network connectivity, password reset, system configuration, and user training. An IT service desk aims to ensure that the IT systems and services are available, reliable, secure, and efficient for the users.

One of the best indications that there are potential problems within an organization’s IT service desk function is an excessive backlog of user requests. A backlog is a list of user requests that have not been resolved or completed by the IT service desk within a specified time frame. An excessive backlog means that the IT service desk is unable to meet the demand or expectations of the users, and that the users are experiencing delays, dissatisfaction, or frustration with the IT service desk.

An excessive backlog of user requests can indicate various problems within the IT service desk function, such as:

• Insufficient staff, resources, or capacity to handle the volume or complexity of user requests
• Ineffective processes, procedures, or tools for managing, prioritizing, or resolving user requests
• Lack of skills, knowledge, or training among the IT service desk staff to deal with different types of user requests
• Poor communication, collaboration, or coordination among the IT service desk staff or with other IT functions or stakeholders
• Low quality, performance, or security of the IT systems or services that cause frequent or recurring user issues

Therefore, an excessive backlog of user requests is the best indication that there are potential problems within an organization’s IT service desk function.

References:

• What is an IT Service Desk? Definition and Functions - Indeed
• The Most Common IT Help Desk Issues - SherpaDesk
• 18 Common IT Help Desk Problems and Solutions - E-Pulse Blog

The use of access control lists (ACLs) is the most effective method to mitigate security risk for routers because they can limit Telnet and traffic from the open Internet. Telnet is a protocol that allows remote access to a device, which can pose a security threat if not properly controlled. Traffic from the open Internet can also contain malicious packets that can harm the network or the router itself. ACLs act as filters that can block or allow specific types of traffic based on predefined criteria, such as source and destination addresses, protocols, ports, and flags. By using ACLs, routers can prevent unauthorized access and reduce the exposure to potential attacks.

References:

• Protecting Your Core: Infrastructure Protection Access Control Lists
• Definition, purposes, benefits, and functions of ACL
• CISA Review Manual 27th Edition, page 336

When classifying information, it is most important to align the classification to business risk, because it ensures that the information is protected according to its value and impact to the organization34. Business risk considers factors such as legal, regulatory, contractual, operational, reputational, and financial implications of information disclosure or compromise34. Aligning information classification to business risk also helps to prioritize and allocate resources for information security measures. Security policy, data retention requirements, and industry standards are important considerations for information classification, but not as important as business risk. References: 3: CISA Review Manual (Digital Version), Chapter 5, Section 5.4.2 4: CISA Online Review Course, Module 5, Lesson 4

The most effective control for protecting the confidentiality and integrity of data stored unencrypted on virtual machines is to monitor access to stored images and snapshots of virtual machines. Images and snapshots are copies of virtual machines that can be used for backup, restoration, or cloning purposes. If data stored on virtual machines are unencrypted, they may be exposed or compromised if unauthorized or malicious users access or copy the images or snapshots. Therefore, monitoring access to stored images and snapshots can help detect and prevent any unauthorized or suspicious activities, and provide audit trails for accountability and investigation.

Restricting access to images and snapshots of virtual machines, limiting creation of virtual machine images and snapshots, and reviewing logical access controls on virtual machines regularly are not the most effective controls for protecting the confidentiality and integrity of data stored unencrypted on virtual machines. These controls may help reduce the risk or impact of data exposure or compromise, but they do not provide sufficient visibility or assurance of data protection. Restricting access to images and snapshots may not prevent authorized users from abusing their privileges or credentials. Limiting creation of virtual machine images and snapshots may not address the existing copies that may contain sensitive data. Reviewing logical access controls on virtual machines regularly may not reflect the actual access activities on images and snapshots.