Enabling Processes

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Deliver, Service and Support 174 : ENABLING PROCESSES DSS01 Process Practices, Inputs/Outputs and Activities Management Practice Inputs Outputs DSS01.01 Perform operational procedures. From Description Description To Maintain and perform operational procedures and operational tasks reliably and consistently. BAI05.05 Operation and use plan Operational schedule Internal Activities Backup log Internal 1. Develop and maintain operational procedures and related activities to support all delivered services. 2. Maintain a schedule of operational activities, perform the activities, and manage the performance and throughput of the scheduled activities. �� with enterprise requirements. Support restart and reprocessing needs. Ensure that users are receiving the right outputs in a secure and timely manner. �� 5. Schedule, take and log backups in accordance with established policies and procedures. Management Practice Inputs Outputs DSS01.02 Manage outsourced IT services. From Description Description To Manage the operation of outsourced IT services to maintain the protection of enterprise information and reliability of service delivery. APO09.03 � �� Independent assurance plans MEA02.06 BAI05.05 Operation and use plan Activities �� parties hosting or providing services. �� contracts and SLAs with third parties hosting or providing services. 3. Integrate critical internal IT management processes with those of outsourced service providers, covering, e.g., performance and capacity planning, change management, configuration management, service request and incident management, problem management, security management, business continuity, and the monitoring of process performance and reporting. 4. Plan for independent audit and assurance of the operational environments of outsourced providers to confirm that agreed-on requirements are being adequately addressed. Management Practice Inputs Outputs DSS01.03 Monitor IT infrastructure. From Description Description To Monitor the IT infrastructure and related events. Store sufficient chronological information in operations logs to enable the reconstruction, review and examination BAI03.11 Service definitions Asset monitoring rules and event conditions DSS02.01 DSS02.02 of the time sequences of operations and the other Event logs Internal activities surrounding or supporting operations. Activities Incident tickets DSS02.02 1. Log events, identifying the level of information to be recorded based on a consideration of risk and performance. 2. Identify and maintain a list of infrastructure assets that need to be monitored based on service criticality and the relationship between configuration items and services that depend on them. 3. Define and implement rules that identify and record threshold breaches and event conditions. Find a balance between generating spurious minor events and significant events so event logs are not overloaded with unnecessary information. 4. Produce event logs and retain them for an appropriate period to assist in future investigations. 5. Establish procedures for monitoring event logs and conduct regular reviews. 6. Ensure that incident tickets are created in a timely manner when monitoring identifies deviations from defined thresholds. Personal Copy of: Mr. Dong Hong Wang
CHAPTER 5 COBIT 5 PROCESS REFERENCE GUIDE CONTENTS DSS01 Process Practices, Inputs/Outputs and Activities (cont.) Management Practice Inputs Outputs DSS01.04 Manage the environment. From Description Description To Maintain measures for protection against environmental Environmental policies APO01.08 factors. Install specialised equipment and devices to monitor and control the environment. Insurance policy reports MEA03.03 Activities 1. Identify natural and man-made disasters that might occur in the area within which the IT facilities are located. Assess the potential effect on the IT facilities. 2. Identify how IT equipment, including mobile and off-site equipment, is protected against environmental threats. Ensure that the policy limits or excludes eating, drinking and smoking in sensitive areas, and prohibits storage of stationery and other supplies posing a fire hazard within computer rooms. 3. Situate and construct IT facilities to minimise and mitigate susceptibility to environmental threats. 4. Regularly monitor and maintain devices that proactively detect environmental threats (e.g., fire, water, smoke, humidity). 5. Respond to environmental alarms and other notifications. Document and test procedures, which should include prioritisation of alarms and contact with local emergency response authorities, and train personnel in these procedures. 6. Compare measures and contingency plans against insurance policy requirements and report results. Address points of non-compliance in a timely manner. 7. Ensure that IT sites are built and designed to minimise the impact of environmental risk (e.g., theft, air, fire, smoke, water, vibration, terror, vandalism, �� from each other). 8. Keep the IT sites and server rooms clean and in a safe condition at all times (i.e., no mess, no paper or cardboard boxes, no filled dustbins, no flammable chemicals or materials). Management Practice Inputs Outputs DSS01.05 Manage facilities. From Description Description To Manage facilities, including power and communications Facilities assessment MEA01.03 equipment, in line with laws and regulations, technical reports and business requirements, vendor specifications, and health and safety guidelines. Health and safety Internal awareness Activities �� requirements. Procure suitable uninterruptible supply equipment (e.g., batteries, generators) to support business continuity planning. �� business operations. 3. Ensure that the facilities housing the IT systems have more than one source for dependent utilities (e.g., power, telecommunications, water, gas). Separate the physical entrance of each utility. 4. Confirm that cabling external to the IT site is located underground or has suitable alternative protection. Determine that cabling within the IT site is contained within secured conduits, and wiring cabinets have access restricted to authorised personnel. Properly protect cabling against damage caused by fire, smoke, water, interception and interference. 5. Ensure that cabling and physical patching (data and phone) are structured and organised. Cabling and conduit structures should be documented (e.g., blueprint building plan and wiring diagrams). �� 7. Ensure that IT sites and facilities are in ongoing compliance with relevant health and safety laws, regulations, guidelines, and vendor specifications. 8. Educate personnel on a regular basis on health and safety laws, regulations, and relevant guidelines. Educate personnel on fire and rescue drills to ensure knowledge and actions taken in case of fire or similar incidents. 9. Record, monitor, manage and resolve facilities incidents in line with the IT incident management process. Make available reports on facilities incidents where disclosure is required in terms of laws and regulations. �� must be carried out only by authorised personnel. 11. Analyse physical alterations to IT sites or premises to reassess the environmental risk (e.g., fire or water damage). Report results of this analysis to business continuity and facilities management. DSS01 Related Guidance Related Standard Detailed Reference �� Personal Copy of: Mr. Dong Hong Wang 175 Deliver, Service and Support
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Enabling Processes Personal Copy of
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ACKNOWLEDGEMENTS ISACA wishes to re
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ACKNOWLEDGEMENTS (CONT.) ACKNOWLEDG
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TABLE OF CONTENTS TABLE OF CONTENTS
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LIST OF FIGURES LIST OF FIGURES Fig
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CHAPTER 1 INTRODUCTION CHAPTER 1 IN
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CHAPTER 2. THE GOALS CASCADE AND ME
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CHAPTER 3 THE COBIT 5 PROCESS MODEL
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Enabler Performance Management CHAP
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CHAPTER 4 THE COBIT 5 PROCESS REFER
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CHAPTER 5 COBIT 5 PROCESS REFERENCE
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Generic Guidance for Processes CHAP
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EDM02 Process Practices, Inputs/Out
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EDM03 Process Practices, Inputs/Out
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APO01 Process Practices, Inputs/Out
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APO04 Manage Innovation (cont.) CHA
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APO13 Manage Security Process Descr
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Page 123 and 124: BAI01 Process Practices, Inputs/Out
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Page 217 and 218: APPENDIX A MAPPING BETWEEN COBIT 5
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APPENDIX B DETAILED MAPPING ENTERPR
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APPENDIX C DETAILED MAPPING IT-RELA
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