Question 471 - CISA discussion

The best performance indicator for the effectiveness of an incident management program is the incident resolution meantime. This is the average time it takes to resolve an incident from the moment it is reported to the moment it is closed. The incident resolution meantime reflects how quickly and efficiently the incident management team can restore normal service and minimize the impact of incidents on the business operations and customer satisfaction.

The average time between incidents (option A) is not a good performance indicator for the effectiveness of an incident management program, as it does not measure how well the incidents are handled or resolved. It only shows how frequently the incidents occur, which may depend on various factors beyond the control of the incident management team, such as the complexity and reliability of the systems, the security threats and vulnerabilities, and the user behavior and expectations.

The incident alert meantime (option B) is the average time it takes to detect and report an incident. While this is an important metric for measuring the responsiveness and awareness of the incident management team, it does not indicate how effective the incident management program is in resolving the incidents and restoring normal service.

The number of incidents reported (option C) is also not a good performance indicator for the effectiveness of an incident management program, as it does not reflect how well the incidents are handled or resolved. It only shows how many incidents are identified and recorded, which may vary depending on the reporting channels, tools, and procedures used by the incident management team and the users.

Therefore, option D is the correct answer.

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