Which of the following BEST indicates that an incident management process is effective?
Which of the following BEST indicates that an incident management process is effective?
An effective incident management process is best indicated by a decrease in the time required to resolve incidents. This metric directly reflects the efficiency and responsiveness of the process in mitigating issues and restoring services promptly, which minimizes disruption and enhances user satisfaction. While other metrics like the number of calls to the help desk, the number of incidents reviewed, and the number of reported critical incidents provide valuable insight, the time taken to resolve incidents is the most direct measure of the process's effectiveness.
The effectiveness of an incident management process can be measured by the ability to resolve incidents quickly and efficiently. A decrease in incident resolution time indicates that the process is working effectively, as appropriate actions are being taken to identify, analyze, and resolve incidents in a timely manner. A shorter resolution time means that the proper procedures are in place to deal with incidents efficiently, which in turn can lead to less disruption to services and higher user satisfaction. While other options can provide useful information about the overall performance of the incident handling process, the decrease in incident resolution time is a more direct indicator of the effectiveness and efficiency of the incident handling process.
I could go wrong. Initially I chose D also, but after brainstorming, I found the term "critical" makes confusing. Incident management process is considered effective if ALL incidents are reported, regardless of criticality. Therefore, C stands out than D in this case in terms of effectiveness.
This metric is often a key performance indicator (KPI) for incident management processes, reflecting their ability to restore services quickly and mitigate the impact of incidents.
Answer: C
my answer is D
My answer is D. The effectiveness of an incident management processes is dependent on the identification of critical incidence. If critical events are not identified and reported, than a low resolution time is useless