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DS10.3 - Problem Closure

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 DS10.3 - Problem Closure is contained within Process Popup Manage Problems.

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Problem Closure

Put in place a procedure to close problem records either after confirmation of successful elimination of the known error or after agreement with the business on how to alternatively handle the problem.

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Value Drivers

  • Queries resolved within the agreedupon time frames
  • Improved customer and user satisfaction
  • Efficient and effective problem and incident handling
  • Ability to apply lessons learned when addressing future problems similar in nature
  Risk Drivers
  • Outstanding queries
  • Increased service disruption
  • Critical incidents not solved properly
  • Dissatisfaction with IT services

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  1. Define and implement a process to close problem records either after confirmation of successful elimination of the known error or after agreement with the business on how to alternatively handle the problem.
  2. Inform the service desk so users and customers can be informed of the schedule of problem closure, e.g., the schedule for fixing the known errors, the possible workaround or the fact that the problem will remain until the change is implemented, and the consequences of the approach taken.

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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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