Which of the following would BEST enable an organization to improve its incident management prioritization?

Question

Options

• AQuantifying the asset value of the systems
• BRanking the criticality of users
• CQuantifying the number of users impacted
• DMapping IT systems to business processes

• A
  5% (1)
• B
  11% (2)
• C
  16% (3)
• D
  68% (13)

Explanation

Mapping IT systems to business processes (D) is the best approach because it lets incident responders instantly understand business impact - when a system goes down, you know which revenue-generating or mission-critical processes are affected, making prioritization objective and defensible rather than guesswork.

Why the distractors fall short:

• A (Asset value): Dollar value of hardware/software doesn't reflect operational criticality - an expensive server running a low-priority app ranks higher than it should.
• B (Ranking users): Criticality of individual users is too granular and subjective; a single "low-priority" user might operate a business-critical process.
• C (Number of users impacted): Volume of affected users is a useful metric, but not a prioritization framework - 500 users on an internal chat tool may matter less than 10 users running payroll.

Memory tip: Think "follow the money and mission." Incidents are prioritized by business impact, and you can only measure business impact if you know which IT systems support which business processes. D is the only option that creates that mapping.

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