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Deliver, Service and Support (COBIT)

Parent Process Reference Framework (PRF):  COBIT

01 Manage operations. 
02 Manage service requests and incidents. 
03 Manage problems. 
04 Manage continuity. 
05 Manage security services. 
06 Manage business process controls. 

Manage operations

Co-ordinate and execute the activities and operational procedures required to deliver internal and outsourced IT services, including the execution of pre-defined standard operating procedures and the required monitoring activities.

Deliver IT operational service outcomes as planned.

Manage service requests and incidents

Provide timely and effective response to user requests and resolution of all types of incidents. Restore normal service; record and fulfil user requests; and record, investigate, diagnose, escalate and resolve incidents.

Achieve increased productivity and minimise disruptions through quick resolution of user queries and incidents.

Manage problems

Identify and classify problems and their root causes and provide timely resolution to prevent recurring incidents. Provide recommendations for improvements.

Increase availability, improve service levels, reduce costs, and improve customer convenience and satisfaction by reducing the number of operational problems.

Manage continuity

Establish and maintain a plan to enable the business and IT to respond to incidents and disruptions in order to continue operation of critical business processes and required IT services and maintain availability of information at a level acceptable to the enterprise.

Continue critical business operations and maintain availability of information at a level acceptable to the enterprise in the event of a significant disruption.

Manage security services

Protect enterprise information to maintain the level of information security risk acceptable to the enterprise in accordance with the security policy. Establish and maintain information security roles and access privileges and perform security monitoring.

Minimise the business impact of operational information security vulnerabilities and incidents.

Manage business process controls

Define and maintain appropriate business process controls to ensure that information related to and processed by in-house or outsourced business processes satisfies all relevant information control requirements. Identify the relevant information control requirements and manage and operate adequate controls to ensure that information and information processing satisfy these requirements

Maintain information integrity and the security of information assets handled within business processes in the enterprise or outsourced.

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