Information technology problems are persistent technology issues that cause risks and costs. By contrast, an incident is a single event that causes business disruption. Where incidents are usually resolved in minutes or hours, problems can last years or decades. The following are common types of IT problems.
Authentication And Authorization
Weakness in basic security controls thatauthenticateusers and authorize information access and transactions.
A technology service with too much downtime. In many cases, any system that is available less thanfour ninesis a problem.
Backup And Restore
Data that isn’t sufficiently backed up or that lacks established restore procedures.
Technology that easily breaks such as upgrades that always seem to fail.
Business Technology Alignment
Configuration managementis the practice of controlling and recording the configuration of hardware and software including code changes. It is used to analyze the impact of change and troubleshoot incidents. Operating a technology platform without configuration management tends to be a problem. For example, it can be difficult to determine which update caused a new issue.
Data that is needed by multiple processes and systems that isn’t properlyintegrated.
Data that is missing, wrong, poorly formatted or difficult to access to support business processes.
A design debt is a poor software design that causes future costs. In many cases, projects are rushed and design shortcuts are taken. Such savings in short term costs tend to result in future maintenance, incidents and additional costs to projects that rely on the design.
Services that easily crash when they encounter an error.
Information Security Vulnerabilites
Components of information technology that are expensive and highriskto maintain.
Mean Time To Repair
A common measure of the average time to fix an incident when it occurs. A highmean time to repair (MTTR)is indicative of problems such as missing knowledge, skill gaps and poor designs.
A lack of mature IT operations processes for support, maintenance and improvement.
Applications or services that have no identifiable owner in your organization.
Insufficient privacy controls that represent compliance, liability andreputation risks.
A tool or component that doesn’t perform consistently such as errors that appear to be erratic.
Services and systems that fail to support increased business volume in anefficient way.
Service managementis a broad term for the comprehensive set of processes that deliver information technology to business. Problems in this area include financial, design, implementation, deployment and operations management issues.
tware that fails to function or behave as documented in specifications such asbusiness requirements.
Subject Matter Experts
A lack of highly skilled experts in areas such as architecture, security, infrastructure, design and programming.
The tendency for organizational units such as departments and teams to create their own technology platforms and data repositories. Can result in an extremely complex, duplicative and expensive architecture that is poorly understood, brittle and vulnerable.
Transactional integrity refers to theatomicity of business functions. For example, a financial transaction such as a stock trade should either succeed or fail with nothing inbetween. Transactions thatpartially succeedresult in data issues that have negative business impacts such as a stock trade that purchases shares but fails to debit the client’s account for the cost.
Interfaces that are difficult to use resulting in low employee engagement, productivity issues andhuman error.
Vendor Lock In
A dependency on a vendor specific tool or service that would be expensive and high risk to change. In such cases, vendors may hold strong negotiating power and be unresponsive to your business needs or may escalate fees.
Workflowproblems such as the inability to reassign tasks when an employee is on vacation.
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