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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

View Control Practices  help

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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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Books
Information Security Policies Made Easy, Version 12
Posted by ISACA 11 days ago
Books
Effective Project Management: Traditional, Agile, Extreme, 6th Edition
Posted by ISACA 13 days ago
Research
Incident Management and Response
Posted by ISACA 56 days ago
Books
IT Project Management: 30 Steps to Success
Few businesses could function effectively without their IT systems. At the same time, they depend on IT for more than their day-to-day operations.
Posted by ISACA 57 days ago
White Papers
SIEM White Paper
Posted by ISACA 222 days ago
Books
IT Governance: Polices & Procedures, 2012 Edition
Posted by ISACA 230 days ago
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Events & Online Learning: 6 total

12 Jun 2012
ISACA International Event
Training Dallas Texas USA
Dallas, Texas, USA
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7 Aug 2012
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11 Sep 2012
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2 Oct 2012
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Journal Articles: 24 total

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Volume 3, 2012
Project Portfolio Management
by Aarni Heiskanen, LJK
A program or project portfolio explains how an organization is implementing its strategy with projects.
Volume 2, 2012
Making Preparedness Pay
by Steven J. Ross, CISA, CISSP, MBCP
The Conference Board study addresses the resilience of companies “to bounce back from a disruption” caused by security events, which are defined rather loosely as environmental disasters, terrorism and cyberattacks.
Volume 2, 2012
HelpSource Q&A
by Gan Subramaniam, CISA, CISM, CCNA, CCSA, CIA, CISSP, ISO 27001 LA, SSCP
What should be the recovery strategy that I must impose on the vendor to ensure an effective recovery of the services, if a crisis were to ever occur?
Volume 2, 2012
JOnline: Testing Your Computer Security Incident Response Plan
by Steve Markey
This article discusses the genesis for CSIR testing, several testing methodologies and/or exercises with which an organization can assess the maturity of its CSIR plan/program.
Volume 1, 2012
JOnline: Log Management: A Pragmatic Approach to PCI DSS
by Prakhar Srivastava and Tarun Verma
Log management can play a pivotal role in addressing PCI DSS requirements, be a success factor and enabler for safeguarding cardholder transaction data, and provide a secure and vulnerability-free environment for cardholders.
Volume 6, 2011
JOnline: An Introduction to Information Security Incident Management Based on ISO/IEC TR 18044:2004
by Haris Hamidovic, CIA, ISMS IA, ITIL-F, IT Project+
The main objective of this article is to provide an overview of information security incident management based on ISO/IEC TR 18044:2004.
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7 Mar 2012
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21 Dec 2010
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Posted By : JavierPeris.Org | 0 comments
8 Jun 2010
Not Another Blog!
Hello, this is my first post on my blog at ISACA.  I feel honored to be among the many members of the ISACA organization and look forward to exchanging ideas, issues, and changes in the Information Security and all of the areas of Risk, Governance, and Co...
Posted By : Donald515 | 0 comments
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