DS10.1:
DS 10.1 Identification and Classification of Problems
Control Objective:
Implement processes to report and classify problems that have been identified as part of incident management. The steps involved in problem classification are similar to the steps in classifying incidents; they are to determine category, impact, urgency and priority. Problems should be categorized as appropriate into related groups or domains (e.g., hardware, software, support software). These groups may match the organizational responsibilities or the user and customer base, and are the basis for allocating problems to support staff.
Applicability:
- Sarbanes-Oxley
- HIPAA
- GLBA
- PCI
- FISMA
- NIST SP 800-66
- Ditscap
- Control Exception
- User Defined
Risk Association Control Activities:
- 1. Risk: Security incidents and incompliance with information security procedures may go overlooked and not addressed.
- a. SOX.3.1.1: Management should monitor security incidents and the extent of compliance with information security procedures.
- 1. Risk: Security incidents and incompliance with information security procedures may go overlooked and not addressed.
Implementation Guide:
Process Narrative
Insert a description of the process narration that is applicable to the existing control statement this narrative refers to.
Process Illustration
Insert a process diagram, flowchart or other visual representation here to illustrate the process narrative.
File:Someimage.jpg
Control Commentary
Insert a description of the control that is applicable to the existing control statement this commentary refers to.
Control Exception Commentary
Insert a description of the control exception that is applicable to the existing control statement this commentary refers to.
Evidence Archive Location
Insert Evidence Description Here.
Control Status and Auditors Commentary
Describe the condition of the applicable control and its effectiveness. Set the color icon to a redlock.jpg, yellowlock.jpg or greenlock.jpg.
File:Redlock.jpg
Remediation Plan
Insert remediation plan, applicability, or any information that indicates what needs to be done.
Supplemental Information:
ITIL Service Support
ITIL 4. The Service Desk Service Support
ITIL 5. Incident Management Service Support
ITIL 6. Problem Management Service Support
ITIL Incident Management
ITIL 5.3.5 Relationship between incidents, problems and known errors
ISO 6.3 Responding to security incidents and malfunctions
ISO 8.1 Operational procedures and responsibilities
