The framework COBIT 2019 is one of the leading global references for IT governance and management. Its domains include DSS (Deliver, Service, and Support), which addresses how organizations should structure IT service delivery, user support, and security operations.
This pillar is essential to ensure business continuity, service availability, and operational resilience, aligning the IT department with the company's strategic needs.
DSS 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 |
Below, see each of them in detail:
DSS01: Managed Operations
Responsible for coordinating and executing IT operational activities, both internal and outsourced. This involves:
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Execution of standard operating procedures (SOPs)
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Continuous infrastructure monitoring
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Consistent delivery of IT products and services
To learn more about how to structure efficient IT operations, check out 4MATT's article on good ITAM practices and IT asset management.
DSS02: Managed Service Requests and Incidents
It aims to provide quick and effective responses to incidents and user requests. Key points include:
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Registration, categorization and call handling
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Incident diagnosis and resolution
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Escalation to specialized teams when necessary
This way, the organization can minimize interruptions and maintain productivity.
DSS03: Managed Problems
Here, the focus is on identifying the root cause of problems and their underlying causes to prevent recurrence. This contributes to:
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cost reduction
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Improvement in service levels
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Greater availability and user satisfaction
A good example is integrating problem management with solutions like CMDB, which helps in impact analysis and fault tracking.
DSS04: Managed Continuity
This refers to the creation and maintenance of a business continuity plan (BCP) and a disaster recovery plan (DRP). Benefits include:
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Ensuring that critical processes are not interrupted
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Rapid adaptation to failures or disasters
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Reduction of operational risks
Learn how the COBIT 2019 supports IT strategic alignment.
DSS05: Managed Security Services
This process ensures the protection of corporate information. It involves:
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Access and privilege management
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Monitoring vulnerabilities and security incidents
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Implementation of information security policies
DSS06: Managed Business Process Controls
It consists of defining and operating internal and external controls to ensure the integrity and security of information, such as:
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Data input and output controls
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Processing monitoring
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Ensuring regulatory compliance
Also check out how the COBIT 2019 supports the implementation of compliance frameworks.
Conclusion
The DSS of the COBIT 2019 It is essential for companies of all sizes to be able to deliver IT services reliably, quickly and securely, ensuring business continuity and alignment with corporate strategy.
If your organization is looking to implement COBIT 2019 in practice, discover our specialized services. 4MATT in IT Governance and ServiceNow.
Translated by 4MATT Technology from the original Process Symphony: Deliver, Service and Support (COBIT 2019)