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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.

View value and Risk Drivers  help

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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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Events & Online Learning: 6 total

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.
7 Aug 2012
ISACA International Event
Chicago, Illinois, 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.
11 Sep 2012
ISACA International Event
San Francisco, California, 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.
2 Oct 2012
ISACA International Event
Orlando, Florida, 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.
6 Nov 2012
ISACA International Event
New York, New York, 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.
11 Dec 2012
ISACA International Event
Las Vegas, Nevada, 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.

Journal Articles: 24 total

Volume 3, 2012
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Volume 2, 2012
by Steven J. Ross, CISA, CISSP, MBCP
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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.
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
Hello, this is my first post on my blog at ISACA.  I feel honored to be among the many members of the ISACA organization and look forward to exchanging ideas, issues, and changes in the Information Security and all of the areas of Risk, Governance, and Co...
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