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Deliver, Service and Support (COBIT 2019)

Parent Process Reference Framework (PRF):  COBIT

01 Managed Operations
02 Managed Service Requests and Incidents
03 Managed Problems
04 Managed Continuity
05 Managed Security Services
06 Managed Business Process Controls

DSS01: Managed Operations

Coordinate and execute the activities and operational procedures required to deliver internal and outsourced IT services. Include the execution of predefined standard operating procedures and the required monitoring activities

Deliver IT operational product and service outcomes as planned.

DSS02: Managed 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 minimize disruptions through quick resolution of user queries and incidents. Assess the impact of changes and deal with service incidents. Resolve user requests and restore service in response to incidents

DSS03: Managed Problems

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

Increase availability, improve service levels, reduce costs, improve customer convenience and satisfaction by reducing the number of operational problems, and identify root causes as part of problem resolution.

DSS04: Managed Continuity

Establish and maintain a plan to enable the business and IT organizations to respond to incidents and quickly adapt to disruptions. This will enable continued operations of critical business processes and required I&T services and maintain availability of resources, assets and information at a level acceptable to the enterprise.

Adapt rapidly, continue business operations and maintain availability of resources and information at a level acceptable to the enterprise in the event of a significant disruption (e.g., threats, opportunities, demands).

DSS05: Managed 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. Perform security monitoring.

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

DSS06: Managed 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. Manage and operate adequate input, throughput and output controls (application 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 its outsourced operation.

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