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DS8.4 - Incident Closure

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 DS8.4 - Incident Closure is contained within Process Popup Manage Service Desk and Incidents.

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Incident Closure

Establish procedures for the timely monitoring of clearance of customer queries. When the incident has been resolved, ensure that the service desk records the resolution steps, and confirm that the action taken has been agreed to by the customer. Also record and report unresolved incidents (known errors and workarounds) to provide information for proper problem management.

View value and Risk Drivers  help

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Value Drivers

  • Increased customer satisfaction
  • Consistent and systematic incident resolution process
  • Prevention of problem recurrence
  Risk Drivers
  • Incorrect information gathering
  • Common incidents not solved properly
  • Incidents not resolved on a timely basis

View Control Practices  help

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  1. Define a process to manage the resolution and closure of each incident, including use of predetermined categorisations to identify the likely root cause of the incident.
  2. Record all resolved incidents in detail and review the information for possible update in the knowledge base. Note the workaround and probable root cause for similar incidents arising in the future.
  3. Monitor all request and incident records through the complete life cycle, and review them on a regular basis to guarantee timely resolution and fulfilment of customer queries.
  4. Close requests and incidents only after confirmation of the initiator.

 

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12 Jun 2012
ISACA International Event
Dallas, Texas, USA
ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
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ISACA International Event
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ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
11 Sep 2012
ISACA International Event
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ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
2 Oct 2012
ISACA International Event
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ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
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ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.
11 Dec 2012
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ISACA Training is a unique educational event designed to provide the tools you need to maintain, update and upgrade your skills, and to continue your professional development.

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Volume 3, 2012
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Volume 2, 2012
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Volume 2, 2012
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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.
Volume 6, 2011
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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7 Mar 2012
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8 Jun 2010
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