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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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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.”
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 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 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
by Larry Marks, CISA, CRISC, CISM, CGEIT, CFE, CISSP, CRVPM, CSTE, ITIL, PMP
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.

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5 Jun 2018
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Posted By : Dragan Pleskonjic | 5 comments
Mi primer acercamiento real al Framework (o Marco de Referencia) de ISACA COBIT 5, fue a mediados del año pasado (2016) cuando decidí tomar un curso de examinación para la certificación de COBIT® 5 Foundation (Fundamentos de COBIT 5). La jerga técnica me ...
Posted By : MNUNEZA | 0 comments
Information Security and Privacy is hot issue at present time. Number of security breaches is rapidly increasing.  In case of late detection, costs of breaches are skyrocketing. In the same time Artificial Intelligence (AI), Machine Learning (ML) are fast...
Posted By : Dragan Pleskonjic | 0 comments
“Enterprise architecture is now a strategic componentof every forward-thinking organization around the world.”Source: http://feapo.org/press-release-ea-perspectives-white-paper/ Related Article: Common Perspective on Enterprise Architecture: http://feapo....
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Let us have positive inspirational slogans for every situation. Last week I started the project meeting like this: I don't know you are all so good at tuning the website. The performance is now is wonderful. I could witness reduction of stress, anxiety an...
Posted By : Jayakumar Sundaram | 1 comments