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DS8.1 - Service Desk

This topic is intended to enable collaboration and sharing of information to facilitate a better understanding and approach to implementing this COBIT control objective based on the risk, value and guidance provided by its corresponding control practices.

COBIT Control Objective DS8.1 - Service Desk is contained within Process Popup Manage Service Desk and Incidents.

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Service Desk

Establish a service desk function, which is the user interface with IT, to register, communicate, dispatch and analyse all calls, reported incidents, service requests and information demands. There should be monitoring and escalation procedures based on agreed-upon service levels relative to the appropriate SLA that allow classification and prioritisation of any reported issue as an incident, service request or information request. Measure end users’ satisfaction with the quality of the service desk and IT services.

View value and Risk Drivers  help

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Value Drivers

  • Increased customer satisfaction
  • Defined and measurable service desk performance
  • Incidents reported, followed up and solved in a timely manner
  Risk Drivers
  • Increased downtime
  • Decreased customer satisfaction
  • Users unaware of the follow-up procedures on reported incidents
  • Recurring problems not addressed

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  1. Establish a service desk as a single, initial point of contact for the reporting, monitoring, escalation and resolution of customer requests and incidents. Develop business requirements for the service desk, based on service definitions and SLAs, including hours of operation and expected response time to a call. Ensure that service desk requirements include identifying staffing, tools and integration with other processes, such as change management and problem management.
  2. Ensure that there are clear instructions for service desk staff when a request cannot be immediately resolved by service desk personnel. Establish time thresholds to determine when escalation should occur based on the categorisation/prioritisation of the request or incident.
  3. Implement the necessary support software and tools (e.g., incident management, knowledge management, incident escalation systems, automated call monitoring) required for operation of the service desk and configured in accordance with SLA requirements, to facilitate automated prioritisation of incidents and rapid resolution.
  4. Advise customers of the existence of the service desk and the standards of service they can expect. Obtain user feedback on a regular basis to ensure customer satisfaction and confirm the effectiveness of the service desk operation.
  5. Using the service desk software, create service desk performance reports to enable performance monitoring and continuous improvement of the service desk.

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ISACA International Event
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Stay on top of the trends and opportunities of the dynamic technology industry at EuroCACS/ISRM 2013 in Berlin—the leading European conference for IT audit, assurance, security and risk professionals. Save over US $200 when you register by 22 July!
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La Conferencia Latinoamericana CACS/ISRM 2013 en Medellín, Colombia es la conferencia principal latinoamericana para los profesionales de auditoría, riesgo y seguridad de la información. Ahorre más de EE.UU. $ 100 si se inscribe antes del 7 de agosto!
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