COBIT 2019: Delivery, Service and Support (DSS)

DSS: (Deliver, service and support) is a pillar of the COBIT framework and consists of the following structure:

DSS01: Managed Operations:
Coordinate and execute the operational activities and procedures required to deliver internal and outsourced IT services. This includes executing predefined standard operating procedures and performing necessary monitoring activities. The goal is to deliver operational results of IT products and services as planned.

DSS02: Managed Service Requests and Incidents:

Provide timely and effective response to user requests and resolution of all types of incidents. This involves restoring normal service, logging and fulfilling requests, investigating, diagnosing, escalating and resolving incidents. The goal is to increase productivity and minimize disruptions through rapid resolution of queries and incidents.

DSS03: Managed Issues:

Identify and classify problems and their root causes, providing timely resolution to prevent recurring incidents. It also involves providing recommendations for improvements. The goal is to increase availability, improve service levels, reduce costs, and increase customer satisfaction by identifying root causes of operational problems.

DSS04: Managed Continuity:

Establish and maintain a plan that enables IT organizations to respond to incidents and adapt quickly to disruptions. This ensures the continuity of operations of critical business processes and IT services while maintaining the availability of resources and information at an acceptable level.

DSS05: Managed Security Services:

Protect corporate information to keep information security risk at an acceptable level, in accordance with the company's security policy. This includes establishing and maintaining information security functions, access privileges, and security monitoring. The goal is to minimize the impact of operational information security vulnerabilities and incidents.

DSS06: Managed Business Process Controls:

Define and maintain appropriate business process controls to ensure that information related to and processed, both internally and by third parties, meets all relevant control requirements. This includes managing and operating appropriate controls over information input, processing and output, ensuring the integrity and security of information assets.

Translated by 4MATT Technology from the original Process Symphony: Deliver, Service and Support (COBIT 2019)

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