4Matt Technology

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:

01  Managed Operations
02 Managed service requests and incidents
03  Managed Issues
04  managed continuity
05  Managed Security Services
06 Managed business process controls

DSS01: Managed Operations

Coordinate and execute the activities and operational procedures necessary to provide internal and outsourced IT services. Include the execution of predefined standard operating procedures and necessary monitoring activities.

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. Restore normal service; register and fulfill user requests; and logging, investigating, diagnosing, escalating, and resolving incidents. Achieve greater productivity and minimize disruptions through rapid resolution of user queries and incidents. Assess the impact of changes and handle service incidents. Resolve user requests and restore service in response to incidents.

DSS03: Managed Issues

Identify and classify problems and their root causes. Provide timely resolution to prevent recurring incidents. Provide recommendations for improvements.

Increase availability, improve service levels, reduce costs, improve convenience and customer satisfaction by reducing the number of operational issues and identifying root causes as part of problem resolution.

DSS04: Managed Continuity

Establish and maintain a plan to enable businesses and IT organizations to respond to incidents and quickly adapt to disruptions. This will enable continuous operations of critical business processes and necessary I&T services and maintain the availability of resources, assets and information at a level acceptable to the business.

Adapt quickly, continue business operations, and maintain resource and information availability at a level acceptable to the business in the event of a significant disruption (eg, threats, opportunities, demands).

DSS05: Managed Security Services

Protect corporate information to maintain the level of information security risk acceptable to the enterprise in accordance with the security policy. Establish and maintain information security roles and access privileges. Perform security monitoring.

Minimize the business 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 by internal or third-party business processes satisfy all relevant information control requirements. Identify relevant information governance requirements. Manage and operate appropriate input, throughput, and output controls (application controls) to ensure that information is processed and to ensure that information satisfies these requirements.

Maintain information integrity and security of information assets handled within business processes within the company or its outsourced operation.

Cobit 2019 4Matt Tecnologia

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

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