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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.

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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

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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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Events & Online Learning: 2 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
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.
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 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 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

Have you experienced ransomware attack so far and, if yes, what did you do to resolve? I set up Twitter poll here: https://twitter.com/DPleskonjic/status/953608717399941120 It lasts for seven days. Thank you for taking part in the poll.
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Posted By : Peter873 | 0 comments
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