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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.

Discussions: 1 total

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Good day, I am looking for a service desk frame work, or an audit ervice desk plan in order to audit a service desk.Is somedy able to provide help or documents for this topic ?Thank you by advance.JEM.
JEM | 3/2/2018 9:19:52 AM | COMMENTS(0)

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Posted by ISACA 2292 days ago

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Journal Articles: 51 total

Volume 4, 2018
by Sridhar Govardhan, CISA, CISM, SABSA
The journey of data from cost burden to business enabler has generated a new buzzphrase referring to data as “the new oil.”
Volume 4, 2018
by Sunil Bakshi, CISA, CRISC, CISM, CGEIT, ABCI, AMIIB, BS 25999 LI, CEH, CISSP, ISO 27001 LA, MCA, PMP
Our organization is considering multiple projects for developing and implementing IT-based solutions. I have checked on various websites, but could not get a detailed list of generic risk scenarios for IT-related projects.
Volume 3, 2018
by Aleksandr Kuznetcov, CISM
A SOC is a set of staff, processes, technologies and facilities that is primarily focused on identification (detection) and response to cybersecurity incidents that arise as a result of cybersecurity threat realizations.
Volume 3, 2018
by Horst Moll, CISA, CRISC, CISM, CCSE, CISSP, ISO 27001 LA, MBCI, MCP
This article describes an approach that can be used to establish the correlation among operational IT risk, the appropriateness of mitigating measures and organizational targets.
Volume 3, 2018
by Yuri Bobbert, CISM, CISA, SCF, and Talitha Papelard-Agteres, CISM
Understanding the key factors that influence effective BIS is crucial for business leaders; otherwise, security problems can occur, which can lead to financial loss, unavailability, reputational damage or even bankruptcy.
Volume 3, 2018
by Max Alexander, CISM, CRISC, CISSP, DoD Cyber Crime Investigator
Insider threats pose a tremendous risk to an organization’s information security because, due to their nature, insiders “already have access to an organization’s most sensitive data.”

Wikis: 2 total

Blog Posts: 15 total

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