CobiT definition:
Timely and effective response to IT user queries and problems requires a well-designed and well-executed service desk and incident management process. This process includes setting up a service desk function with registration, incident escalation, trend and root cause analysis, and resolution. The business benefits include increased productivity through quick resolution of user queries. In addition, the business can address root causes (such as poor user training) through effective reporting.
Control over the IT process of
Manage service desk and incidents
that satisfies the business requirement for IT of
enabling effective use of IT systems by ensuring resolution and analysis of end-user queries, questions and incidents
by focusing on
a professional service desk function with quick response, clear escalation procedures, and resolution and trend analysis
is achieved by
- Installing and operating a service desk
- Monitoring and reporting trends
- Defining clear escalation criteria and procedures
and is measured by
- Amount of user satisfaction with first-line support
- Percent of incidents resolved within agreed-upon/acceptable period of time
- Call abandonment rate
Control objectives:
DS8 Manage Service Desk and Incidents
DS8.1 Service Desk
DS8.2 Registration of Customer Queries
DS8.3 Incident Escalation
DS8.4 Incident Closure
DS8.5 Reporting and Trend Analysis
Check out the links for details on the control objectives.
Related posts:
- DS1 Define and Manage Service Levels CobiT definition: Effective communication between IT management and business customers regarding services required is enabled by a documented definition of...
- DS5 Ensure Systems Security CobiT definition: The need to maintain the integrity of information and protect IT assets requires a security management process. This...
- DS7 Educate and Train Users CobiT definition: Effective education of all users of IT systems, including those within IT, requires identifying the training needs of...
- DS4 Ensure Continuous Service CobiT definition: The need for providing continuous IT services requires developing, maintaining and testing IT continuity plans, utilising offsite backup...
- AI6 Manage Changes CobiT definition: All changes, including emergency maintenance and patches, relating to infrastructure and applications within the production environment are formally...
