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An incident manager should work with the legal and public relations entities to ensure correct processes are adhered to when communicating incident reporting to the general public, as a best practice. The legal entity can provide guidance on the legal implications and obligations of disclosing the incident, such as compliance with data protection laws, contractual obligations, and liability issues. The public relations entity can help craft the appropriate message and tone for the public communication, as well as manage the reputation and image of the organization in the aftermath of the incident. These two entities can help the incident manager balance the need for transparency and accountability with the need for confidentiality and security12. References: Incident Communication Templates, Incident Management: Processes, Best Practices & Tools - Atlassian

The most likely reason to include lessons learned in an after-action report is to identify areas of improvement in the incident response process. The lessons learned process is a way of reviewing and evaluating the incident response activities and outcomes, as well as identifying and documenting any strengths, weaknesses, gaps, or best practices. Identifying areas of improvement in the incident response process can help enhance the security posture, readiness, or capability of the organization for future incidents, as well as provide feedback or recommendations on how to address any issues or challenges.

Testing is a crucial step in any change management process, as it ensures that the change is compatible with the existing systems and does not cause any errors or disruptions. In this case, the change management team failed to test the email client patch on Windows 11 devices, which resulted in a widespread issue for the users. Testing would have revealed the problem before the patch was deployed, and allowed the team to fix it or postpone the change.

References: 7 Reasons Why Change Management Strategies Fail and How to Avoid Them, CompTIA CySA+ CS0-003 Certification Study Guide

A lessons-learned review is a process of evaluating the effectiveness and efficiency of the incident response plan after an incident or an exercise. The purpose of the review is to identify the strengths and weaknesses of the incident response plan, and to update it accordingly to improve the future performance and resilience of the organization. Therefore, the incident response plan should be updated after a lessons-learned review.

References: The answer was based on the NCSC CAF guidance from the National Cyber Security Centre, which states: “You should use post-incident and post-exercise reviews to actively reduce the risks associated with the same, or similar, incidents happening in future. Lessons learned can inform any aspect of your cyber security, including: System configuration Security monitoring and reporting Investigation procedures Containment/recovery strategies”