COBIT: DSS03 - Problem Resolution Policy Template

by Nash V


COBIT's DSS03 (Deliver, Service, and Support) framework addresses effective problem management to minimize business disruptions. The Problem Resolution Policy Template under DSS03 outlines procedures to ensure timely and efficient resolution of IT-related issues. Key components include defining the policy's purpose, assigning roles and responsibilities, establishing problem identification and logging procedures, and detailing steps for problem analysis and resolution.

COBIT: DSS03 - Problem Resolution Policy Template

Understanding DSS03 - Problem Resolution Policy

The Problem Resolution Policy outlines the roles and responsibilities of all stakeholders involved in the problem-resolution process, including IT staff, management, and end users. It establishes clear procedures for reporting and documenting problems, as well as for prioritizing and escalating issues as needed.

By implementing this policy, organizations can minimize the impact of problems on their operations and ensure that issues are addressed promptly and effectively. In conclusion, a well-defined Problem Resolution Policy is a crucial component of any organization's IT governance framework, helping to maintain the integrity and reliability of its systems and services.

Key Components Of Problem Resolution Policy Template

Here are the key components of a problem-resolution policy template:

1. Problem Identification: This section of the template should outline the process for identifying and categorizing problems. It should define what constitutes a problem, how to report it, and who is responsible for doing so.

2. Escalation Procedures: In a problem resolution policy template, it is essential to have clear escalation procedures in place. This includes defining how and when problems should be escalated to higher levels of management or support teams.

3. Root Cause Analysis: An effective problem resolution policy template should include a section on conducting root cause analysis. This involves investigating the underlying causes of a problem to prevent it from recurring. It should outline the steps to be taken, the tools used, and the responsibilities of individuals involved in the analysis.

4. Problem Resolution Steps: This section of the template should outline the steps to be taken to resolve a problem once it has been identified. It should include detailed instructions on who is responsible for each step, the timeframe for resolution, and any additional resources that may be required.

5. Communication Plan: A problem resolution policy template should include a communication plan for keeping stakeholders informed about the status of a problem. This includes defining how updates will be provided, who will be responsible for communicating with stakeholders, and the frequency of updates.

IT Governance Framework - COBIT Toolkit

Implementing COBIT DSS03 Framework In Your Organization

Here are some important factors to consider while implementing the COBIT DSS03 framework in your organization:

1. Understand the DSS03 process: The first step in implementing the COBIT DSS03 framework is to familiarize yourself with the process. This includes identifying and defining problems, determining root causes and developing appropriate solutions.

2. Create a problem resolution policy template: Developing a problem resolution policy template is crucial for standardizing the process and ensuring consistency in problem resolution across the organization. This template should outline the steps to be taken when addressing IT-related issues, including roles and responsibilities, escalation procedures, and timelines for resolution.

3. Train employees on the framework: To ensure successful implementation of the DSS03 framework, it is important to provide training to employees on how to use the problem resolution policy template. This will help them understand their roles and responsibilities in the process and streamline problem-resolution efforts.

4. Monitor and evaluate the effectiveness of the framework: Regularly monitoring and evaluating the effectiveness of the COBIT DSS03 framework is essential for identifying any gaps or areas for improvement. This can be done through regular reviews, audits, and feedback from employees involved in problem resolution.

5. Continuously improve the framework: Implementing the COBIT DSS03 framework is not a one-time effort but an ongoing process. It is important to continuously review and improve the framework to adapt to changing business needs, technological advancements, and regulatory requirements.

COBIT: DSS03 - Problem Resolution Policy Template

Challenges and Best Practices In Creating and Maintaining a Problem Resolution Policy

Here are some key challenges and best practices to consider when establishing a Problem Resolution Policy:


1. Identifying and prioritizing problems: One of the main challenges is accurately identifying the root cause of a problem and prioritizing which issues need to be addressed first. This requires clear communication and collaboration between different departments within the organization.

2. Lack of resources: Another challenge is the lack of resources or expertise in problem resolution. Organizations may struggle to allocate sufficient time, budget, and personnel to effectively address and solve issues promptly.

3. Resistance to change: Implementing a Problem Resolution Policy may face resistance from employees who are not accustomed to following specific procedures or protocols. It is important to communicate the benefits and rationale behind the policy to gain buy-in from all stakeholders.

4. Monitoring and measuring effectiveness: Once a Problem Resolution Policy is in place, it is important to continuously monitor and measure its effectiveness. This can be challenging without the right tools and processes in place to track progress and outcomes.

Best Practices:

1. Clearly define roles and responsibilities: Establish clear roles and responsibilities for problem resolution within the organization. This will help streamline the process and avoid confusion or duplication of efforts.

2. Standardize processes: Create standardized processes and procedures for identifying, escalating, and resolving problems. This will ensure consistency and efficiency in problem resolution across the organization.

3. Provide training and support: Offer training and support to employees on how to effectively use the Problem Resolution Policy. This will empower them to navigate and resolve issues independently, reducing the burden on IT or other support teams.

4. Implement feedback mechanisms: Encourage feedback from employees on the effectiveness of the Problem Resolution Policy. This will help identify areas for improvement and ensure that the policy remains relevant and useful.


In summary, the Problem Resolution Policy Template for COBIT's DSS03 is a valuable tool for organizations looking to streamline their problem-resolution processes and improve overall efficiency. By implementing this template, companies can establish clear procedures for identifying and resolving issues, leading to a more secure and reliable IT environment.

IT Governance Framework - COBIT Toolkit