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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

Hide value and Risk Drivers help


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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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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12 Jun 2012
ISACA International Event
Training Dallas Texas USA
Dallas, Texas, USA
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7 Aug 2012
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11 Sep 2012
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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
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18 May 2011
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21 Dec 2010
Firma del convenio entre PMI Valencia e ISACA Valencia
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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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