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DS10.4 - Integration of Configuration, Incident and Problem Management

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 DS10.4 - Integration of Configuration, Incident and Problem Management is contained within Process Popup Manage Problems.

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Integration of Configuration, Incident and Problem Management

Integrate the related processes of configuration, incident and problem management to ensure effective management of problems and enable improvements.

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Value Drivers

  • Improved customer satisfaction
  • Efficient and effective problem and incident handling
  • Documented problem and incident reporting
  • Effective service management
  Risk Drivers
  • Loss of information
  • Critical incidents not solved properly
  • Business disruptions
  • Increasing number of problems
  • Decreased satisfaction with IT services

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  1. Develop and implement a process to capture problem information related to IT changes and communicate it to key stakeholders. This communication could take the form of reports to and periodic meetings amongst problem, change and configuration management process owners to consider recent problems and potential corrective actions.
  2. Ensure that process owners and managers from problem, change and configuration management meet regularly to discuss future planned changes.
  3. To enable the organisation to monitor the total costs of problems, develop and implement a process to capture change efforts resulting from problem management process activities (e.g., fixes to problems and known errors) and report on them.
  4. To determine the overall improvement of availability of IT services, monitor changes resulting from the problem management process. Monitor how the results of the problem management process decrease repeat incidents and reactive support requirements.

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Journal Articles: 50 total

Volume 4, 2018
by Sunil Bakshi, CISA, CRISC, CISM, CGEIT, ABCI, AMIIB, BS 25999 LI, CEH, CISSP, ISO 27001 LA, MCA, PMP
Our organization is considering multiple projects for developing and implementing IT-based solutions. I have checked on various websites, but could not get a detailed list of generic risk scenarios for IT-related projects.
Volume 3, 2018
by Aleksandr Kuznetcov, CISM
A SOC is a set of staff, processes, technologies and facilities that is primarily focused on identification (detection) and response to cybersecurity incidents that arise as a result of cybersecurity threat realizations.
Volume 3, 2018
by Horst Moll, CISA, CRISC, CISM, CCSE, CISSP, ISO 27001 LA, MBCI, MCP
This article describes an approach that can be used to establish the correlation among operational IT risk, the appropriateness of mitigating measures and organizational targets.
Volume 3, 2018
by Yuri Bobbert, CISM, CISA, SCF, and Talitha Papelard-Agteres, CISM
Understanding the key factors that influence effective BIS is crucial for business leaders; otherwise, security problems can occur, which can lead to financial loss, unavailability, reputational damage or even bankruptcy.
Volume 3, 2018
by Max Alexander, CISM, CRISC, CISSP, DoD Cyber Crime Investigator
Insider threats pose a tremendous risk to an organization’s information security because, due to their nature, insiders “already have access to an organization’s most sensitive data.”
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.

Wikis: 2 total

Blog Posts: 15 total

5 Jun 2018
Recently, I witnessed an interesting webcast by Scopism, an UK-based consulting and training company. They announced the publication of the SIAM(c) Foundation Body of Knowledge, available for free through their website www.scopism.com. Service Integration...
Posted By : Peter873 | 2 comments
Have you experienced ransomware attack so far and, if yes, what did you do to resolve? I set up Twitter poll here: https://twitter.com/DPleskonjic/status/953608717399941120 It lasts for seven days. Thank you for taking part in the poll.
Posted By : Dragan Pleskonjic | 5 comments
Mi primer acercamiento real al Framework (o Marco de Referencia) de ISACA COBIT 5, fue a mediados del año pasado (2016) cuando decidí tomar un curso de examinación para la certificación de COBIT® 5 Foundation (Fundamentos de COBIT 5). La jerga técnica me ...
Posted By : MNUNEZA | 0 comments
Information Security and Privacy is hot issue at present time. Number of security breaches is rapidly increasing.  In case of late detection, costs of breaches are skyrocketing. In the same time Artificial Intelligence (AI), Machine Learning (ML) are fast...
Posted By : Dragan Pleskonjic | 0 comments
“Enterprise architecture is now a strategic componentof every forward-thinking organization around the world.”Source: http://feapo.org/press-release-ea-perspectives-white-paper/ Related Article: Common Perspective on Enterprise Architecture: http://feapo....
Posted By : SA | 1 comments
Let us have positive inspirational slogans for every situation. Last week I started the project meeting like this: I don't know you are all so good at tuning the website. The performance is now is wonderful. I could witness reduction of stress, anxiety an...
Posted By : Jayakumar Sundaram | 1 comments