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DS10.1 - Identification and Classification of Problems

This topic is intended to enable collaboration and sharing of information to facilitate a better understanding and approach to implementing this COBIT control objective based on the risk, value and guidance provided by its corresponding control practices.

COBIT Control Objective DS10.1 - Identification and Classification of Problems is contained within Process Popup Manage Problems.

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Identification and Classification of Problems

Implement processes to report and classify problems that have been identified as part of incident management. The steps involved in problem classification are similar to the steps in classifying incidents; they are to determine category, impact, urgency and priority. Categorise problems as appropriate into related groups or domains (e.g., hardware, software, support software). These groups may match the organisational responsibilities of the user and customer base, and should be the basis for allocating problems to support staff.

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Value Drivers

  • Support tools for service desk performance
  • Proactive problem management
  • Enhanced end-user training
  • Efficient and effective problem and incident handling
  • Problems and incidents solved in a timely manner
  • Improved quality of IT services
  Risk Drivers
  • Disruption of IT services
  • Increased likelihood of problem recurrence
  • Problems and incidents not solved in a timely manner
  • Lack of audit trails of problems, incidents and their solutions for proactive problem and incident management
  • Recurrence of incidents

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  1. Identify problems through the correlation of incident reports, error logs and other problem identification resources. Determine priority levels and categorisation to address problems in a timely manner.
  2. Define and implement a problem-handling process that has access to all relevant data, including information from the change management system and IT configuration/asset and incident details, to effectively address the root cause(s).
  3. Define appropriate support groups to assist with problem identification, root cause analysis and solution determination to support problem management. Determine support groups based on predefined categories, such as hardware, network, software, applications and support software.
  4. Define priority levels through consultation with the business to ensure that problem identification and root cause analysis are handled in a timely manner according to the agreed-upon SLAs. Base priority levels on business impact and urgency.
  5. Report the status of identified problems to the service desk so customers and IT management can be kept informed.

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Events & Online Learning: 2 total

Journal Articles: 45 total

Volume 1, 2018
by Steven J. Ross, CISA, CISSP, MBCP
Managing availability in a multi-modal environment requires a great deal of attention to details, which are being defined by the multi-modal pioneers of our day.
Volume 1, 2018
by Ofir Eitan, CISM and Aviv Srour
Cyberincident response is no different than any other type of warfare. It requires strategy, tactics, planning, technology, psychology and intelligence.
Volume 1, 2018
by Larry Marks, CISA, CRISC, CISM, CGEIT, CFE, CISSP, CRVPM, CSTE, ITIL, PMP
The intent of this article is to outline a process to define a standard operational report for use cases to identify, monitor and respond to incidents and identify several security monitoring best practices.
Volume 6, 2017
by Vasant Raval, DBA, CISA, ACMA, and Saloni Verma, CISA, CEH
In the current state of information technology deployment, it is even more crucial to return the priority to security logging.
Volume 6, 2017
by Ability Takuva, CISA
In enterprise risk management, three lines of defense have been defined with separate responsibilities that enable effective risk management against any threat.
Volume 4, 2017
by Mathew Nicho, Ph.D., CEH, CIS, ITIL Foundation, RWSP, SAP, Shafaq Khan, Ph.D., CIS, PMBOK, PMP, SAP and Ram Mohan, CRISC, CISM, CGEIT, ISO 27001
The Emirates National Oil Company embarked on an initiative to realize value out of IT assets through Information Technology Infrastructure Library (ITIL) process implementation.

Wikis: 2 total

Blog Posts: 15 total

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