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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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Posted by ISACA 1158 days ago
White Papers
Posted by ISACA 1439 days ago
Posted by FarmService 1447 days ago
Posted by ISACA 1496 days ago

Events & Online Learning: 1 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
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 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 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 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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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 ...
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Posted By : Dragan Pleskonjic | 0 comments
28 Sep 2017
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 Service Integration...
Posted By : Peter873 | 0 comments
“Enterprise architecture is now a strategic componentof every forward-thinking organization around the world.”Source: Related Article: Common Perspective on Enterprise Architecture: http://feapo....
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Posted By : Jayakumar Sundaram | 1 comments