What conclusions can be drawn from this finding?

During a help desk review, an IS auditor determines the call abandonment rate exceeds agreed-upon service levels.

What conclusions can be drawn from this finding?
A . There are insufficient telephone lines available to the help desk.
B . There is insufficient staff to handle the help desk call volume.
C . Help desk staff are unable to resolve a sufficient number of problems on the first call.
D . Users are finding solutions from alternative sources.

View Answer

Answer: B