Enabling Processes

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Deliver, Service and Support 176 : ENABLING PROCESSES Page intentionally left blank Personal Copy of: Mr. Dong Hong Wang
CHAPTER 5 COBIT 5 PROCESS REFERENCE GUIDE CONTENTS Area: Management DSS02 Manage Service Requests and Incidents Domain: Deliver, Service and Support Process Description Provide timely and effective response to user requests and resolution of all types of incidents. Restore normal service; record and fulfil user requests; and record, investigate, diagnose, escalate and resolve incidents. Process Purpose Statement Achieve increased productivity and minimise disruptions through quick resolution of user queries and incidents. The process supports the achievement of a set of primary IT-related goals: IT-related Goal Related Metrics 04 Managed IT-related business risk � �� business programmes covered by risk assessment � �� in risk assessment � �� 07 Delivery of IT services in line with business requirements � �� agreed-on service levels � �� Process Goals and Metrics Process Goal Related Metrics 1. IT-related services are available for use. � �� business-critical processes � �� 2. Incidents are resolved according to agreed-on service levels. � �� of time 3. Service requests are dealt with according to agreed-on service levels and to the satisfaction of users. Personal Copy of: Mr. Dong Hong Wang � �� 177 Deliver, Service and Support
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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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BAI01 Process Practices, Inputs/Out
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Page 129 and 130: CHAPTER 5 COBIT 5 PROCESS REFERENCE
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Page 217 and 218: APPENDIX A MAPPING BETWEEN COBIT 5
Page 225 and 226: APPENDIX B DETAILED MAPPING ENTERPR
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APPENDIX C DETAILED MAPPING IT-RELA
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Deliver, Service and Support Monito
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