Enabling Processes

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Deliver, Service and Support DSS02 RACI Chart Key Management PracticeBoard DSS02.01 Define incident and service request classification schemes. DSS02.02 Record, classify and prioritise requests and incidents. DSS02.03 �� service requests. DSS02.04 Investigate, diagnose and allocate incidents. DSS02.05 Resolve and recover from incidents. DSS02.06 Close service requests and incidents. DSS02.07 Track status and produce reports. 178 : ENABLING PROCESSES Chief Executive Officer Chief Financial Officer Chief Operating Officer Business Executives DSS02 Process Practices, Inputs/Outputs and Activities Business Process Owners Strategy Executive Committee �� Chief Risk Officer Chief Information Security Officer Architecture Board Enterprise Risk Committee Head Human Resources Compliance Audit Chief Information Officer C I I A C R R R C C C I I I A R I R I R R A R I I I I I C R A C I I I C C I R R A R C I I I I I I I A I R I I I I I I I I A R I Management Practice Inputs Outputs DSS02.01 Define incident and service request classification schemes. Define incident and service request classification schemes and models. From Description Description To APO09.03 SLAs Incident and service request classification schemes and models Internal Head Architect BAI10.02 Configuration repository Rules for incident escalation BAI10.03 Updated repository with configuration items BAI10.04 Configuration status reports DSS01.03 Asset monitoring rules and event conditions DSS03.01 Problem classification scheme DSS04.03 Incident response actions and communications Activities Head Development Criteria for problem registration Head IT Operations Head IT Administration Service Manager Information Security Manager Internal Business Continuity Manager DSS03.01 1. Define incident and service request classification and prioritisation schemes and criteria for problem registration, to ensure consistent approaches for handling, informing users about and conducting trend analysis. 2. Define incident models for known errors to enable efficient and effective resolution. 3. Define service request models according to service request type to enable self-help and efficient service for standard requests. �� 5. Define incident and request knowledge sources and their use. Personal Copy of: Mr. Dong Hong Wang Privacy Officer
DSS02 Process Practices, Inputs/Outputs and Activities (cont.) CHAPTER 5 COBIT 5 PROCESS REFERENCE GUIDE CONTENTS Management Practice Inputs Outputs DSS02.02 Record, classify and prioritise requests and incidents. Identify, record and classify service requests and incidents, and assign a priority according to business criticality and service agreements. From Description Description To APO09.03 SLAs Incident and service request log Internal BAI04.05 Emergency escalation procedure DSS01.03 � �� and event conditions DSS05.07 �� Activities Classified and prioritised incidents and service requests APO08.03 APO09.04 APO13.03 1. Log all service requests and incidents, recording all relevant information so that they can be handled effectively and a full historical record can be maintained. 2. To enable trend analysis, classify service requests and incidents by identifying type and category. 3. Prioritise service requests and incidents based on SLA service definition of business impact and urgency. Management Practice Inputs Outputs DSS02.03 Verify, approve and fulfil service requests. From Description Description To Select the appropriate request procedures and verify that the service requests fulfil defined request criteria. APO12.06 �� Approved service requests BAI06.01 Obtain approval, if required, and fulfil the requests. Activities Fulfilled service requests Internal 1. Verify entitlement for service requests using, where possible, a predefined process flow and standard changes. �� for frequently requested items. Management Practice Inputs Outputs DSS02.04 Investigate, diagnose and From Description Description To allocate incidents. Identify and record incident symptoms, determine BAI07.07 Supplemental support plan Incident symptoms Internal possible causes, and allocate for resolution. Activities Problem log DSS03.01 �� Management Practice Inputs Outputs DSS02.05 Resolve and recover from incidents. From Description Description To Document, apply and test the identified solutions or �� APO12.06 �� response plans Incident resolutions DSS03.04 DSS03.03 Known error records DSS03.04 Communication of �� Activities �� 3. Perform recovery actions, if required. �� Personal Copy of: Mr. Dong Hong Wang 179 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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BAI01 Process Practices, Inputs/Out
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BAI01 Process Practices, Inputs/Out
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