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DS8.3 - Incident Escalation

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 DS8.3 - Incident Escalation is contained within Process Popup Manage Service Desk and Incidents.

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Incident Escalation

Establish service desk procedures, so incidents that cannot be resolved immediately are appropriately escalated according to limits defined in the SLA and, if appropriate, workarounds are provided. Ensure that incident ownership and life cycle monitoring remain with the service desk for user-based incidents, regardless which IT group is working on resolution activities.

View value and Risk Drivers  help

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Value Drivers

  • Increased customer satisfaction
  • Consistent process for problem solving
  • Accountability for resolved incident
  • Clear track on incident resolution progress
  Risk Drivers
  • Inefficient use of resources
  • Unavailability of service desk resources
  • Inability to follow up incident resolution

View Control Practices  help

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  1. Ensure that the service desk maintains ownership, monitoring and escalation of requests and incidents on behalf of customers.
  2. Notify management when high-impact incidents occur, e.g., major business impact or major deviation from agreed-upon service levels.
  3. Define and implement a process to ensure that the incident records are updated to show the date, time and assignment to IT personnel.
  4. Define and implement a process to ensure that IT staff members dealing with customer queries update the request or incident records with relevant information, such as classification, diagnosis, root cause and workarounds.

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Events & Online Learning: 1 total

Journal Articles: 45 total

Volume 1, 2018
by Steven J. Ross, CISA, CISSP, MBCP
Managing availability in a multi-modal environment requires a great deal of attention to details, which are being defined by the multi-modal pioneers of our day.
Volume 1, 2018
by Ofir Eitan, CISM and Aviv Srour
Cyberincident response is no different than any other type of warfare. It requires strategy, tactics, planning, technology, psychology and intelligence.
Volume 1, 2018
The intent of this article is to outline a process to define a standard operational report for use cases to identify, monitor and respond to incidents and identify several security monitoring best practices.
Volume 6, 2017
by Ability Takuva, CISA
In enterprise risk management, three lines of defense have been defined with separate responsibilities that enable effective risk management against any threat.
Volume 6, 2017
by Vasant Raval, DBA, CISA, ACMA, and Saloni Verma, CISA, CEH
In the current state of information technology deployment, it is even more crucial to return the priority to security logging.
Volume 4, 2017
by Mathew Nicho, Ph.D., CEH, CIS, ITIL Foundation, RWSP, SAP, Shafaq Khan, Ph.D., CIS, PMBOK, PMP, SAP and Ram Mohan, CRISC, CISM, CGEIT, ISO 27001
The Emirates National Oil Company embarked on an initiative to realize value out of IT assets through Information Technology Infrastructure Library (ITIL) process implementation.

Wikis: 2 total

Blog Posts: 15 total

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