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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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16 Sep 2013
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Stay on top of the trends and opportunities of the dynamic technology industry at EuroCACS/ISRM 2013 in Berlin—the leading European conference for IT audit, assurance, security and risk professionals. Save over US $200 when you register by 22 July!
30 Sep 2013
ISACA International Event
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La Conferencia Latinoamericana CACS/ISRM 2013 en Medellín, Colombia es la conferencia principal latinoamericana para los profesionales de auditoría, riesgo y seguridad de la información. Ahorre más de EE.UU. $ 100 si se inscribe antes del 7 de agosto!
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North America ISRM is a multidimensional event featuring security and risk content, and the security programs, tools and the resources you need to be responsive to industry changes.

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