CISA · Question #346
Which of the following metrics is MOST helpful for evaluating the effectiveness of problem management practices?
The correct answer is B. The number of recurring incidents that cause downtime. Problem management's purpose is to identify and eliminate the root causes of incidents to prevent recurrence. The number of recurring incidents causing downtime directly measures whether problem management is succeeding at that goal. SLA resolution rates (A) and…
Question
Which of the following metrics is MOST helpful for evaluating the effectiveness of problem management practices?
Options
- AThe percentage of incidents resolved within a service level agreement (SLA)
- BThe number of recurring incidents that cause downtime
- CThe average time to detect and prioritize an incident
- DThe number of incidents investigated and diagnosed
How the community answered
(24 responses)- A4% (1)
- B79% (19)
- C8% (2)
- D8% (2)
Explanation
Problem management's purpose is to identify and eliminate the root causes of incidents to prevent recurrence. The number of recurring incidents causing downtime directly measures whether problem management is succeeding at that goal. SLA resolution rates (A) and detection/prioritization time (C) measure incident management, not problem management. Count of incidents investigated (D) measures activity, not effectiveness. Recurring incidents signal that root causes remain unresolved.
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