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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.

Learn more about COBIT and related publications.

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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

View Control Practices  help

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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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Documents & Publications: 22 total

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Books
Information Security Policies Made Easy, Version 12
Posted by ISACA 11 days ago
Books
Effective Project Management: Traditional, Agile, Extreme, 6th Edition
Posted by ISACA 13 days ago
Research
Incident Management and Response
Posted by ISACA 56 days ago
Books
IT Project Management: 30 Steps to Success
Few businesses could function effectively without their IT systems. At the same time, they depend on IT for more than their day-to-day operations.
Posted by ISACA 57 days ago
White Papers
SIEM White Paper
Posted by ISACA 222 days ago
Books
IT Governance: Polices & Procedures, 2012 Edition
Posted by ISACA 230 days ago
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Events & Online Learning: 6 total

12 Jun 2012
ISACA International Event
Training Dallas Texas USA
Dallas, Texas, USA
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7 Aug 2012
ISACA International Event
Training Chicago Illinois USA 2012
Chicago, Illinois, USA
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11 Sep 2012
ISACA International Event
Training San Francisco California USA
San Francisco, California, USA
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2 Oct 2012
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Training Orlando Florida USA
Orlando, Florida, USA
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6 Nov 2012
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New York, New York, USA
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11 Dec 2012
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Las Vegas, Nevada, USA
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Journal Articles: 24 total

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Volume 3, 2012
Project Portfolio Management
by Aarni Heiskanen, LJK
A program or project portfolio explains how an organization is implementing its strategy with projects.
Volume 2, 2012
Making Preparedness Pay
by Steven J. Ross, CISA, CISSP, MBCP
The Conference Board study addresses the resilience of companies “to bounce back from a disruption” caused by security events, which are defined rather loosely as environmental disasters, terrorism and cyberattacks.
Volume 2, 2012
HelpSource Q&A
by Gan Subramaniam, CISA, CISM, CCNA, CCSA, CIA, CISSP, ISO 27001 LA, SSCP
What should be the recovery strategy that I must impose on the vendor to ensure an effective recovery of the services, if a crisis were to ever occur?
Volume 2, 2012
JOnline: Testing Your Computer Security Incident Response Plan
by Steve Markey
This article discusses the genesis for CSIR testing, several testing methodologies and/or exercises with which an organization can assess the maturity of its CSIR plan/program.
Volume 1, 2012
JOnline: Log Management: A Pragmatic Approach to PCI DSS
by Prakhar Srivastava and Tarun Verma
Log management can play a pivotal role in addressing PCI DSS requirements, be a success factor and enabler for safeguarding cardholder transaction data, and provide a secure and vulnerability-free environment for cardholders.
Volume 6, 2011
JOnline: An Introduction to Information Security Incident Management Based on ISO/IEC TR 18044:2004
by Haris Hamidovic, CIA, ISMS IA, ITIL-F, IT Project+
The main objective of this article is to provide an overview of information security incident management based on ISO/IEC TR 18044:2004.
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Blog Posts: 6 total

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7 Mar 2012
Cloud Computing
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17 Aug 2011
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17 Jun 2011
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Posted By : Varun | 1 comments
18 May 2011
Compliance to the UK Bribery Act 2010
The UK’s Bribery Act 2010 (the Act) which will come into force on 1 July 2011 represents a strengthening of the UK position on bribery and corruption and an important development in global anti-bribery legislation. But what exactly is considered to a brib...
Posted By : Guido2005 | 0 comments
21 Dec 2010
Firma del convenio entre PMI Valencia e ISACA Valencia
Se potencia la relación mutua y se acuerda la promoción del Sector TIC de la Comunidad Valenciana. La semana  pasada se llevó a cabo la firma de un convenio de colaboración entre los capítulos valencianos de las asociaciones más importantes a nivel mundia...
Posted By : JavierPeris.Org | 0 comments
8 Jun 2010
Not Another Blog!
Hello, this is my first post on my blog at ISACA.  I feel honored to be among the many members of the ISACA organization and look forward to exchanging ideas, issues, and changes in the Information Security and all of the areas of Risk, Governance, and Co...
Posted By : Donald515 | 0 comments
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