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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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Documents & Publications: 26 total

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Events & Online Learning: 3 total

16 Sep 2013
ISACA International Event
London, England
Stay on top of the trends and opportunities of the dynamic technology industry at EuroCACS/ISRM 2013—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
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!
6 Nov 2013
ISACA International Event
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.

Journal Articles: 25 total

Volume 4, 2012
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
by Aarni Heiskanen, LJK
A program or project portfolio explains how an organization is implementing its strategy with projects.
Volume 2, 2012
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
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
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
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.

Wikis: 2 total

Blog Posts: 8 total

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7 Mar 2012
To share various espects in cloud computing viz; history, availability, deployment, integrity, availability, confidentiality, security, cloud sharing etc.
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17 Aug 2011
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