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DS8.5 - Reporting and Trend Analysis

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 DS8.5 - Reporting and Trend Analysis is contained within Process Popup Manage Service Desk and Incidents.

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Reporting and Trend Analysis

Produce reports of service desk activity to enable management to measure service performance and service response times and to identify trends or recurring problems, so service can be continually improved.

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Value Drivers

  • Decreased service downtime
  • Increased customer satisfaction
  • Confidence in the offered services
  • Help desk performance measured and optimised
  Risk Drivers
  • Service desk activity failing to support business activities
  • Customers not satisfied by the offered services
  • Incidents not solved in a timely manner
  • Increasing customer downtime

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  1. Define a process to identify, investigate and report on all queries in which the agreed-upon time frames for resolution (e.g., SLAs) were exceeded.
  2. In support of problem identification, perform trend analysis on all queries to identify repeating incidents and patterns. Communicate to problem management for further actions.
  3. Perform analysis of the feedback received from customers to evaluate trends related to the levels of satisfaction with the service provided by the service desk.
  4. Compare service desk performance to industry standards. Take these results into account for continuous improvement.

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Exam Preparation
Posted by ISACA 134 days ago
Books
Posted by ISACA 134 days ago

Events & Online Learning: 3 total

16 Sep 2013
ISACA International Event
London, England
Stay on top of the trends and opportunities of the dynamic technology industry at EuroCACS/ISRM 2013 in Berlin—the leading European conference for IT audit, assurance, security and risk professionals. Save over US $200 when you register by 22 July!
30 Sep 2013
ISACA International Event
Medellín, Colombia
La Conferencia Latinoamericana CACS/ISRM 2013 en Medellín, Colombia es la conferencia principal latinoamericana para los profesionales de auditoría, riesgo y seguridad de la información. Ahorre más de EE.UU. $ 100 si se inscribe antes del 7 de agosto!
6 Nov 2013
ISACA International Event
Las Vegas, NV, USA
North America ISRM is a multidimensional event featuring security and risk content, and the security programs, tools and the resources you need to be responsive to industry changes.

Journal Articles: 25 total

Volume 4, 2012
by Debasis Bandyopadhyay, CISA, CISM, CGEIT, PMP, TOGAF9, ITIL v3 (F)
This article shares some of the practical challenges in IT service management (ITSM) and how the ITIL framework can be used to overcome those challenges.
Volume 3, 2012
by Aarni Heiskanen, LJK
A program or project portfolio explains how an organization is implementing its strategy with projects.
Volume 2, 2012
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
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
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.

Wikis: 2 total

Blog Posts: 8 total

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