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DS8.2 - Registration of Customer Queries

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 DS8.2 - Registration of Customer Queries is contained within Process Popup Manage Service Desk and Incidents.

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Registration of Customer Queries

Establish a function and system to allow logging and tracking of calls, incidents, service requests and information needs. It should work closely with such processes as incident management, problem management, change management, capacity management and availability management. Incidents should be classified according to a business and service priority and routed to the appropriate problem management team, where necessary. Customers should be kept informed of the status of their queries.

View value and Risk Drivers  help

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Value Drivers

  • Efficient solving of incidents in a timely manner
  • Added value for end users
  • Accountability for incident solving
  Risk Drivers
  • Not all incidents tracked
  • Prioritisation of incidents failing to reflect business needs
  • Incidents not solved in a timely manner

View Control Practices  help

Hide Control Practices  help

  1. Define priority levels through consultation with the business to ensure that events that are not part of standard operations (incidents) are handled in a timely manner according to the agreed-upon SLAs. Define priority levels on the business impact and urgency. Establish time thresholds to determine when escalation should occur, based on the classification of the request or incident.
  2. Record all reported calls, incidents, service requests and information needs in an automated tool. Capture information including, but not limited to, type (e.g., hardware, software), status (e.g., new, assigned, escalated, closed) and the incident/problem owner.
  3. Implement event detection mechanisms within systems monitoring tools for automated incident logging and alerting.
  4. Record details of closed queries in the organisation’s service management system in support of other processes, such as problem management, service level management, availability and capacity management.
  5. Update the record status with all activities relating to the progress of the event. Enable involved parties to access relevant information in the service management system.
  6. Use the service management system to report appropriate statistics and trends to senior management.

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16 Sep 2013
ISACA International Event
London, England
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!
30 Sep 2013
ISACA International Event
Medellín, Colombia
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!
6 Nov 2013
ISACA International Event
Las Vegas, NV, USA
North America ISRM is a multidimensional event featuring security and risk content, and the security programs, tools and the resources you need to be responsive to industry changes.

Journal Articles: 25 total

Volume 4, 2012
by Debasis Bandyopadhyay, CISA, CISM, CGEIT, PMP, TOGAF9, ITIL v3 (F)
This article shares some of the practical challenges in IT service management (ITSM) and how the ITIL framework can be used to overcome those challenges.
Volume 3, 2012
by Aarni Heiskanen, LJK
A program or project portfolio explains how an organization is implementing its strategy with projects.
Volume 2, 2012
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
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
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
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.

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Blog Posts: 8 total

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