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DS10.2 - Problem Tracking and Resolution

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 DS10.2 - Problem Tracking and Resolution is contained within Process Popup Manage Problems.

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Problem Tracking and Resolution

Ensure that the problem management system provides for adequate audit trail facilities that allow tracking, analysing and determining the root cause of all reported problems considering:
  • All associated configuration items
  • Outstanding problems and incidents
  • Known and suspected errors
  • Tracking of problem trends
Identify and initiate sustainable solutions addressing the root cause, raising change requests via the established change management process. Throughout the resolution process, problem management should obtain regular reports from change management on progress in resolving problems and errors. Problem management should monitor the continuing impact of problems and known errors on user services. In the event that this impact becomes severe, problem management should escalate the problem, perhaps referring it to an appropriate board to increase the priority of the request for change (RFC) or to implement an urgent change as appropriate. Monitor the progress of problem resolution against SLAs.

View value and Risk Drivers  help

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Value Drivers

  • Limited disruption to or reduction of IT service quality
  • Efficient and effective handling of problems and incidents
  • Minimised elapsed time for problem detection to resolution
  • Appropriate problem solving with respect to the agreed-upon service levels
  • Improved quality of IT services
   Risk Drivers
  • Recurrence of problems and incidents
  • Loss of information
  • Critical incidents not solved properly
  • Business disruptions
  • Insufficient service quality

View Control Practices  help

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  1. Establish and maintain a single problem management system to register and report problems identified and to establish audit trails of the problem management processes, including the status of each problem, i.e., open, reopen, in progress or closed. The system should register one record for each problem, including the needed information to understand the problem, relevant documentation of the problem, contact persons, time the problem was identified, known consequences, actual problem owner, any workaround performed, how and when solutions were implemented, and identification of the root cause.
  2. Identify and implement a process for problems to be assigned and analysed in a timely manner to determine the root cause. Identify problems by comparing incident data with the database of known and suspected errors (e.g., those communicated by external vendors). Upon successful root cause identification, classify problems as known errors.
  3. Associate the affected configuration items to the established/known error.
  4. Produce reports to communicate the progress in resolving problems and to monitor the continuing impact of problems not solved. Monitor the status of the problem-handling process throughout its life cycle, including input from change and configuration management.
  5. Produce reports to monitor the problem resolution against the business and customer SLAs. Ensure the proper escalation of problems, e.g., escalation to higher management level according to agreed-upon criteria, contacting external vendors or referring to the change advisory board to increase the priority of an urgent RFC to implement a temporary workaround.
  6. To maximise resources and reduce turnaround, define and implement problem management procedures for the tracking of problem trends.
  7. Identify and initiate sustainable solutions (permanent fix) addressing the root cause, and raise change requests via the established change management processes.

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Documents & Publications: 25 total

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Exam Preparation
CISM Practice Question Database v13 (CD-ROM)
Posted by ISACA 132 days ago
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English: CISM Review Questions, Answers & Explanations Manual 2013 Supplement
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English: CISM Review Manual 2013
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Downloads
English: CISM Practice Question Database v13 (Software Download)
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Events & Online Learning: 3 total

16 Sep 2013
ISACA International Event
2013 EuroCACS / ISRM
London, England
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!
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30 Sep 2013
ISACA International Event
Conferencia Latinoamericana
Medellín, Colombia
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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6 Nov 2013
ISACA International Event
North America ISRM 2013
Las Vegas, NV, USA
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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Journal Articles: 25 total

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Volume 4, 2012
JOnline: 10 Key Rules for Using the ITIL Framework Effectively
by Debasis Bandyopadhyay, CISA, CISM, CGEIT, PMP, TOGAF9, ITIL v3 (F)
This article shares some of the practical challenges in IT service management (ITSM) and how the ITIL framework can be used to overcome those challenges.
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.
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18 Mar 2013
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Grupos de Estudio para Acreditaciones de JUNIO, SEPTIEMBRE Y DICIEMBRE 2013. Para los que esten interesados en la presentación del exámen de certificación CISA y CISM  o para cualquiera que desee comenzar a prepararse para estas o las próximas pruebas, pu...
Posted By : Alexander Osorio | 0 comments
9 Jan 2013
2012 შეჯამება
მოგესალმებით, მოკლედ, იმდენი რამ მოხდა 2012-ში, რომ დავდექი რთული ამოცანის წინაშე, უბრალოდ ჩამომეთვალა საინტერესო უსაფრთხოების მოვლენები, თუ გამეცხრილა და ერთი-ორზე უფრო დეტალურად გვესაუბრა. გადავწყვიტე ნაზავით დავემშვიდობოთ 2012-ს, და 2013-ზე გადავერთოთ ...
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17 Aug 2011
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18 May 2011
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