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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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Events & Online Learning: 2 total

Journal Articles: 43 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 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.
Volume 3, 2017
by Vasant Raval, DBA, CISA, ACMA, and Rajesh Sharma, Ph.D., ITIL-F, Six Sigma Black Belt
Success does not teach much, if anything; it is the failure that provides lessons to do better in the future.
Volume 3, 2017
by ISACA | Reviewed by Sunil Bakshi, CISA, CRISC, CISM, CGEIT, ABCI, AMIIB, BS 25999 LI, CEH, CISSP, ISO 27001 LA, MCA, PMP
This book is useful for security professionals, consultants and students pursuing cyber security as it provides guidance for identifying/detecting, responding and eradicating targeted cyberattacks.

Wikis: 2 total

Blog Posts: 15 total

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