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Service Requests and Incident Management – DSS02 (COBIT2019)

Parent Framework: COBIT 2019

Domain: Deliver, Service and Support (DSS)

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

Purpose

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.

Management practices

DSS02.01 Define classification schemes for incidents and

service requests.

Define classification schemes and models for incidents and service requests.

DSS02.02 Record, classify and prioritize requests and incidents.

Identify, record and classify service requests and incidents and assign a priority according to business criticality and service agreements

DSS02.03 Verify, approve and fulfill service requests.

Select the appropriate request procedures and verify that the service requests fulfill defined request criteria. Obtain approval, if required, and fulfill the requests.

DSS02.04 Investigate, diagnose and allocate incidents.

Identify and record incident symptoms, determine possible causes, and allocate for resolution.

DSS02.05 Resolve and recover from incidents.

Document, apply and test the identified solutions or workarounds. Perform recovery actions to restore the I&T-related service.

DSS02.06 Close service requests and incidents.

Verify satisfactory incident resolution and/or fulfilment of requests,and close.

DSS02.07 Track status and produce reports.

Regularly track, analyze and report incidents and fulfilment of requests. Examine trends to provide information for continual improvement.

Skills

Application Support ASUP

The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements Support often involves close collaboration with the system’s developers and/or with colleagues specialising in different areas, such as Database administration or Network support.

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-operation/application-support

Customer service support CSMG

The management and operation of one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. The delivery of customer service through multiple channels including human, digital, self-service and automated.

https://www.sfia-online.org/en/framework/sfia-7/skills/client-interface/relationship-management/client-services-management

Incident management USUP

The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-operation/service-desk-and-incident-management

Network support  NTAS

The provision of network maintenance and support services. Support may be provided both to users of the systems and to service delivery functions. Support typically takes the form of investigating and resolving problems and providing information about the systems. It may also include monitoring their performance. Problems may be resolved by providing advice or training to users about the network’s functionality, correct operation or constraints, by devising work-arounds, correcting faults, or making general or site-specific modifications.

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-operation/network-support