CobiT definition:
Effective problem management requires the identification and classification of problems, root cause analysis and resolution of problems. The problem management process also includes the formulation of recommendations for improvement, maintenance of problem records and review of the status of corrective actions. An effective problem management process maximises system availability, improves service levels, reduces costs, and improves customer convenience and satisfaction.
Control over the IT process of
Manage problems
that satisfies the business requirement for IT of
ensuring end users’ satisfaction with service offerings and service levels, and reducing solution and service delivery defects and rework
by focusing on
recording, tracking and resolving operational problems; investigating the root cause of all significant problems; and defining solutions for identified operations problems
is achieved by
- Performing root cause analysis of reported problems
- Analysing trends
- Taking ownership of problems and progressing problem resolution
and is measured by
- Number of recurring problems with an impact on the business
- Percent of problems resolved within the required time period
- Frequency of reports or updates to an ongoing problem, based on the problem severity
Control objectives:
DS10 Manage Problems
DS10.1 Identification and Classification of Problems
DS10.2 Problem Tracking and Resolution
DS10.3 Problem Closure
DS10.4 Integration of Configuration, Incident and Problem Management
Check out the links for details on the control objectives.
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